As a customer service provider, I’ve used these strategies below to help keep from owning the emotions of difficult people, while focusing on the problem at hand. I use them in the most anxiety-inducing conversations. All have helped me keep calm under their pressure. I have found these to be most effective when confronted with an angry email or phone communication. Assign Codes to Common Responses When encountering an angry or offensive person, it is common to feel raised anxiety and the belief that he/she is personally attacking you. As a result, you may be tempted to get angry in
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