by Denise Giacin*
Image: cristinalaird.files.wordpress.com
One of the most valuable lessons I learned growing up was the meaning of the phrase “It’s not what you say; it’s how you say it.” I realize now, more than ever, how important this lesson is for not only my personal life, but my professional life as well.
We’ve all had the days where everything seems to go wrong. You are late leaving the house. You eventually arrive at the office, but not before spilling coffee on your new shirt. You go through the morning with a piece of blueberry bagel stuck in your teeth. You’ve had enough and just want to go home, change into your pajamas and sink into your bed. Instead, you have a list of things that should have been finished yesterday and just found out that, because of budget cuts, you won’t be able to hire that assistant you were promised.
Even with all of this going on, it is important not to let your frustrations out on the wrong people. In my world, the “wrong people” first and foremost would be my clients. For you it may be a totally different audience, such as the reporters you deal with or the vendors you are using for your next event. In all cases, these are people who expect you to treat them with the utmost professional courtesy.
Here are some tips for ways to deal with keeping your frustrations in check no matter the type of people you work with:
- Answer the phone politely to start the conversation off on the right foot. You would be surprised how quickly people can pick up on an agitated voice.
- Re-read your emails before sending them. Make sure you are saying what you mean and not venting or being sarcastic. Setting the right tone in your emails will help keep your message from being misconstrued.
- Don’t be on the defensive. Two wrongs don’t make a right. If the person you are speaking with is upset and being rude, do not reciprocate with anger. This will waste everyone’s time and could end up seriously backfiring for you.
- Take a break. Sometimes getting away from your desk for even just five minutes can really help clear your head. I often take a quick walk around the block to get the blood flowing while enjoying some fresh air. You may be surprised at how quickly some exercise and a change of scenery can help alleviate your stress.
- Smile. This might sound ridiculous, but I find that if I smile when I’m conversing with a client it actually makes me feel better.
The moral of the story: stop and think before you speak, email, blog, tweet or “Facebook.” Perception is everything. If you come across as harsh or in a rush you can be very offensive. Ask yourself, “If the shoe was on the other foot how would I like to be treated?” How would you react if someone was short with words, agitated, or uptight toward you? When you’re having an “off” day, what steps do you take to maintain your cool and improve communication? Are there any other strategies you would add to the list? Please share your thoughts with the readers of BurrellesLuce Fresh Ideas.
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Bio: Prior to joining the BurrellesLuce Client Service team in 2008, Denise worked in the marketing industry for three years. She holds a bachelor’s degree in communications from the University of Connecticut, where she gained experience interning in PR and working for student organizations. By engaging readers on the Fresh Ideas blog Denise hopes to further her understanding of client needs. In her spare time, she is passionate about Team in Training (The Leukemia & Lymphoma Society’s charity sports training program) and baking cupcakes. Her claim to fame: red velvet cupcakes with cream cheese frosting. LinkedIn: dgiacin Twitter: BurrellesLuce Facebook: BurrellesLuce