The most effective leaders I work with across a wide range of organisations are those with an ability to identify and manage emotions within themselves and others. (ie. Emotional Intelligence)
In one of our most popular workshops, “Managing Difficult Situations”, I use an example of a Airline employee who won a National Service Award for her ability to do just that. She described a game she used to help her stay calm and objective. Her focus was on providing the same consistent courteous service to every client regardless of their manner.
She would only lose if the client got through her ‘armour’ and she reacted. She really liked to win! She would mentally prepare with self talk like, “I’m up to this challenge” and pat herself on the back when she mastered a particularly difficult client. She called these clients her ‘challenge cards’, just like the ‘chance cards’ you find in Monopoly.
By focusing on a step by step process of listening acknowledging, empathising and assisting, it allowed her to ‘not take it personally’. She became an inspiring role model to others!