Bad mood? So you do not let others pull you down
"With unfriendlyness I know myself: I train call center employees and I used to work in one myself.The sound has become increasingly aggressive in recent years, and it is not so easy not to spoil the mood That can be learned, because the bad mood only infects you, if you allow it.
For example, what you often hear: "Well, you are really the last thing. I'm already waiting for 30 minutes!?. The trick is not to take the sentence personally and feel attacked, but to pay more attention to what was actually meant. Then you could hear: "Oh. He is pretty annoyed! Is so stupid, so long on hold.? And you could just kindly counter: "Yes, sometimes it really takes a long time. Good that you came through now. How can I help you?? In many cases, aggression evaporates when one recognizes and articulates the problem. That's actually the whole secret: you feel in the other? and this is exactly where it can be much better internally.
By the way, the empathic listening helps not only with customers, but also with friends, who only moan for weeks. Again, one can perceive: "Aha. That's really important to her ?, without letting the mood get too close. With friends one has in contrast to the customers but also a second choice. You can also tell them clearly: "You complain for days only about the lousy landlord. For me that's stupid, because I hear that, feel with me? and can not do anything. Let's talk about something else again.?
