Workplace Etiquette: Who Will Hang Up Before Calling?

Without exaggeration, Telephone It is a useful weapon for a learning consultant. On the one hand, the potential customers can be invited to the seminar by telephone, and the telephone tracking after the seminar and the close fitting service of the customer center are closely related to the telephone. This article is not to teach you how to make telephone skills, but to discuss with you how to manage emotions on the phone. A prisoner was sentenced to death. At the end of the trial, the judge asked the prisoner, "what else do you want to say?" he replied, "go to your mother!" the judge was furious, and scolded him for more than ten minutes. After hearing the crime quietly, the prisoner said to the judge, "your honor, you are a highly educated intellectual. You will be so angry when you listen to a dirty word. I only graduated from high school. When I saw my wife go to bed with other men, I killed him in anger. At that time, I was too aggressive and unable to restrain my emotions. "Human emotion is a huge and magical energy. It can not only inspire people's infinite power, but also push people into the abyss of eternal redemption. Once the mood is out of control, it means that the behavior is out of control and everything is out of control.

In most of our daily lives, we are deliberately controlled by emotions. It not only makes people energetic, passionate, quick thinking, and vigorous, but also makes people dejected, depressed in mood, obstructed in thinking and passive in laziness. Psychologists classify human emotions into two categories: positive emotions and negative emotions. Positive emotions have positive and positive effects on people, while negative emotions have negative and negative effects on people. We should try our best to develop positive emotions and strictly control negative emotions.

In fact, it is already a telephone call center, especially the business department is a place where people converge. Tens of thousands of people call out and call each other everyday to deal with different customers. There are many opportunities to stimulate and listen to negative emotions every day, such as difficult customers, untrustworthy clients, pressure of performance, displeasure of superiors, misunderstanding of colleagues, etc. Therefore, how to manage their emotions is very important for learning consultants and customer service personnel.

be good at Management emotion People in the workplace will be more popular and will be more successful in their careers. In order to achieve success in business, we must learn how to regulate emotions so as to eliminate negative emotions and develop positive emotions in time. Six methods are introduced here:

(1) making anger. When confronted with anger, think of anger and reason, and then think about whether there are alternatives to anger. With this thought, you can become calm and emotionally stable.

(2) pleasure. There are three ways to increase positive emotions. One is to make friends with others, to make fun of group interactions; the two is to set up small goals, and small targets are easy to achieve; every realization can bring joyful satisfaction; three, learn dialectical thinking, and make people deal with setbacks and failures calmly. Remind yourself all the time that not all customers are reasonable. If this is the case, the world will be no fun.

(3) helping others. Doing more good deeds can not only bring happiness to others, but also make oneself feel at ease, feel calm and have a better sense of security.

(4) catharsis. If you encounter unpleasant or unpleasant things, you can vent your unhappy feelings and cry through sports, reading novels, listening to music, watching movies and finding friends. In the case of invited customers, the client said he would come to the seminar and finally failed to come. He made himself very frustrated. If we call our customers to express our dissatisfaction and say that he is not trustworthy, the result may cause his emotions to be released. But the result may keep the customers from attending the seminar any more. Before that, the effort will be wasted. But this result is not what we want. If we change our thinking mode, we will adopt different actions. Maybe it is urgent. As the boss of a company, there may be unexpected things that need to be solved in time. Maybe the customers do not know much about us. Of course, it is a good idea to send a text message to the customers to remind him that he is not lost.

(5) metastasis. When a demand is blocked or frustrated, it can be compensated by satisfying another need. It can also shift the direction of emotions by diverting attention and changing the environment. Think of the joy of seeing your family after work and tell yourself if you can't bear such a small injustice, how can you make a big difference? Think about how much progress has been made today.

(6) relaxation. When you are in a bad mood, you can relax your whole body step by step, from top to bottom, or through self hypnosis, self massage and other ways to relax yourself. Then smile and imagine the pleasant situations that you have experienced before, so as to eliminate bad mood. It's a good idea to have a glass of water and call a good friend and watch a joke.

As managers, managers and directors and even general managers should be good emotional managers. They need to know how to observe emotions, encourage emotions and guide emotions. So how can supervisors use emotional management to keep learning consultants and customer center personnel in good condition and efficient output?

(1) passionate and humorous. personality 。 Even a very diligent and intelligent supervisor, but if he lacks passion and sense of humor, he can't clap a three shoulder and applaud Li four's thumb, and praise Wang Wu seven before he and Chen six. The director can not create an atmosphere of active on-site encouragement, and the team will remain silent.

(2) timely encouragement. When a learning consultant shows unusual sales or service performance, she should receive various forms of praise and encouragement. For example, the director can tell the consultant directly, "you really did a good job! Congratulations!" she can also praise everyone at the conference, especially when new people are out. The result is: first, the learning consultant has been stimulated; moreover, other learning questions will be exhilarated because they see that the supervisor is willing to take time to pay attention to everyone and congratulate the outstanding person. Everyone will be sure that if they do well, they will get the same attention and honor. Besides, encouragement is also very important when subordinates feel depressed. As a manager, we should always praise the good people in the public places or give some gifts to those who perform well, so as to encourage them to continue their struggle. A small investment can be exchanged for several times of performance. Why not? There is a story about the truth: Once upon a time there was a king, who had a famous chef. The chef's excellent dish was roast duck and loved by the people in the Royal Palace, especially the king, who appreciated it very much. However, this king has never given any encouragement to the chef and has never praised the chef in public, which makes the chef unhappy all day. One day, Wang had a visitor from afar, and he set up a banquet at home to entertain VIP guests and ordered a few dishes, one of which was roast duck. The chef was ordered to act. However, when he was carrying a duck leg to the guest, he could not find another duck leg. He asked the cook behind him, "where did the other leg go?" the chef said, "Wang Ye, our duck is only one leg!" After dinner, Wang followed the cook to the duck raising room to find out. At night, the ducks are sleeping, and each duck has only one leg exposed. The chef pointed to the duck and said, "Wang Ye, do you see that all the ducks in our house do not have only one leg?" after hearing this, Wang applauded loudly, woke the ducks, and the ducks woke up on the spot and stood up. Wang said, "are ducks not all two legs?" the chef said, "yes! Yes, but only clapping and clapping hands will have two legs."

(3) more psychological endurance than subordinates. When learning consultants fail to achieve goals for many times or are often disturbed by changes, negative emotions will arise. The spirit of the manager determines the whole team's taxis. At this time, if the supervisor and subordinates are complaining, the negative emotions of the whole team will often lead to the accumulation of difficulties. The supervisor's mental endurance should be the strongest. She often needs to look at the problem more positively than her subordinates.

(4) help subordinates spend their depression. In addition to changes in mood in daily work, many people have obvious emotional cycles, especially low spirits, short for one or two days and long for four or five days. When a subordinate is in a depressed state, the supervisor should usually encourage and pressure less.

(5) frequent team building and outdoor activities. Regular team building and outdoor activities are also effective ways to control emotions.

For a highly functioning business center, the existence of stress is a very normal phenomenon. How to relieve the pressure of consultants is a worthwhile effort. In addition to adopting a series of methods to help employees reduce their stress, how should a learning consultant himself cope with stress? We will focus on how to alleviate the pressure caused by angry customers.