I put in 14 hours for two days running at work, and I was really tired out by the end of it. We had to meet people and relay the performances of their charges to them. Some of them were quite friendly, while others were quite demanding, by saying the fault lay with us when they should be the ones who take responsibilities.
On yesterday’s afternoon, I had to make calls to a few people to check whether they were turning up for the session at night. One of them was rather antagonistic and I started to feel all the negative vibes. I forced myself to keep smiling so that the person would calm down. Towards the end, it ended on an ok note, though he did not turn up at night.
After receiving so much negative vibes, I continued to make another call. This was a mistake I made. By bringing all the negative feelings from the other caller, I had inadvertently caused the next caller to pick up all the negative vibes and it simply triggered off from her an outpouring of frustrations and complaints on our side. She only had a few points to talk about, and each point she repeated at least 10 times using the same phrases. The accusations were mainly directed at other staff, but she still heaped all those things on me. I should have learnt better managing skills in such as telling her that it was not right make such accusations on everyone, or learning the 80/20 rule where the worst customers should be dropped.
What I did was to continue to let her pour out her grievances, and just show her that I was listening. However, I decided I had to take charge of the conversation. I decided to change my negative vibes and try to think positive thoughts that the conversation will end well. I also remembered my friend and ex-colleague telling me that when people complain, they want something to be done. So as the person in authority, we should come up with a plan to help them resolve their issues. I also came up with a strategy for better monitoring and she accepted it.
Finally, after 40 minutes of her mainly making 4 points, I could put the phone down. It was much later my colleague came to me and told me that the same lady had bombarded her for one and half hours on the same issues and she even revealed something more shocking. I totally agree with Jeanette of Good Vibe Blog, that when we persist, they resist. It’s really the Law Of Attraction.
When I checked the list of people I wanted to see, one of my supervisors came to tell me that one particular lady would talk for extremely long and could be quite difficult to handle as she wanted step-by-step explanations on every single thing. Immediately, I channelled the negative thoughts again, and when I asked my colleague who used to handle her, he told me the same thing and how careful I had to be.
I was a little affected by the two negative calls, and what my colleagues told me but I decided not to concentrate on such negativity. I decided to think how easy and quickly the meeting with her and others will go. I started thinking about how smooth the process will be, and how on time we will finish the discussions.
Hence, I used my secret weapon and just smiled and smiled. I also kept those waiting to see us happy by showing pictures of their charges and other activities. The difficult person did not turn up, and the lady I thought would take extremely long was actually quite reasonable and we finished on a good note. I had also brought up something good about her charge and she was so happy about it. So I guess focussing on positive things worked.
My supervisor who said something about “We will Survive” instead of “We will Excel”, our usual slogan, and she really channelled the negative vibes was still talking to clients when I left. The other colleague who told me how to handle that “difficult” client ended up spending more time there than anticipated. And I was actually the first one to leave. When I looked at the other meeting rooms, there were still many clients inside there milling around, and when I finally left my workroom, these people were not back yet. Positive thinking really works!