Episode 5: Dialing in Your Emotions

Have you instantly gotten angry or upset, and your emotional response hurt relationships with others or caused unproductive, costly damage? Have you ever had someone get mad at you when they could have discussed their concern with you more calmly and respectfully?

We have a saying, “Whoever gets mad loses.”

Superstars with integrity never let their emotions control them. Instead of reacting emotionally to a challenging situation, they have learned to respond calmly and empathetically. This preserves relationships, which are irreplaceable assets. It takes a balance of wisdom and courage embedded in good habits to avoid or control your emotions.

Episode 5 shares the story of Tammy, a customer service rep who is upset because a customer unfairly attacked her over the phone. She’s struggling to keep it together, so she pays a visit to her boss’ office to get some help.

Behind the Episode

Episode 5 illustrates a textbook case of how failing to control your emotions can lead to problems, for you, your company, and/or your clients.

Our primary inspiration for this episode involves a manager (let’s call him James) who was regularly berated and abused by a client over the phone. Thankfully, he was able to keep his responses in check, and never retaliated in the same way. However, James would get so angry he could barely function. All of his emotions were triggered by the abuse, he stopped breathing properly, and his productivity suffered.

Two weeks after we worked with James and taught him the very same habits explained in this episode, the situation changed. The client had still called to attack him again. However, he was able to emotionally distance himself from the client’s anger, stay totally calm, smile, and deliver an excellent response. He now smiles when a bully tries to verbally attack him.

There’s a lot of anger occurring in workplaces throughout the world. It can be ours, others attacking us, or others arguing or fighting amongst themselves near our workspace.

The good news is we can choose how to respond, and often mitigate any negativity by practicing good habits.

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Habitly subscribers can watch and discuss Episode 5 now. Use it as a tool for your own improvement, or as inspiration or an example in your next team training.

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