Susie Ceruto’s Post

Don’t blow your cool… When you are working with customers you must be ready for the unexpected and for the occasional unhappy customers. So, it’s important to have a mindful way to remain calm when others may be out of control. 1. Get comfortable with pausing. Don’t imagine the worst when you encounter a little drama. When someone is acting irrationally, don’t join them by rushing to make a negative judgment call. Instead, pause and take a deep breath. A moment of calmness in a moment of tension can save you from a hundred moments of regret. 2. Think bigger. When we think bigger, we can see that small things matter very little in the grand scheme of things. It’s not worth our energy. 3. Respect people’s differences. Being kind to someone you dislike or disagree with doesn’t mean you’re fake. It means you’re mature enough to control your emotions and do the right thing. Just because someone does it differently doesn’t make it wrong. Period. 4. Put yourself in their shoes and give them grace. When you can put yourself in the other person’s shoes, you give them the space to regroup without putting any extra pressure on them. Hey, we all get upset and lose our temper sometimes. So, remind yourself that we are all more alike than we are different. When you catch yourself passing judgment, add “just like me sometimes” to the end of a sentence. 5. Don’t take things personally. If you take everything personally, you will be offended for the rest of your life. Even when it seems personal, rarely do people do things because of you, they do things because of them. The way people treat you is their problem, how you react is yours. 6. Create positive morning routines to start your day right. Don’t rush into your day by checking your phone or email. Create time and space for morning routines that get you moving in the right direction. 7. Cope using healthy choices and alternatives. When we face stressful situations, we often turn to unhealthy choices — drinking alcohol, eating sugary snacks, smoking, etc. It’s easy to respond to stress with unhealthy distractions. So, pay more attention to how you cope with stress, and replace bad coping habits with healthy coping habits. 8. Remind yourself of what’s right. At the end of the day, reflect on your small daily wins and all the little things that are going well. Count three things that happened during the day that you’re grateful for. And then pay it forward — do something for someone else that makes them grateful at the end of their day. 9. Establish and enforce healthy and reasonable boundaries. Practice becoming more aware of your feelings and needs. Note when you’re resentful of fulfilling someone else’s needs and gradually build healthy boundaries by saying no to requests that cause resentfulness in you. What else can you do to keep your cool when it seems everything is out of control? #personaldevelopment #motivation #customerrelations #leadership