I am currently working with a coaching client, Jack, who is climbing up the ladder within the challenging world of call centres. We are also working on his start-up, fleshing out the business model, testing the assumptions and ideas, and co-creating the business plan.
After our last session, I promised Jack some tips for building resilience and dealing with the everyday stresses of his day job!
Resilience and Professionalism in Contact Centres
By integrating these exercises into daily routines, contact centre employees can build resilience, maintain professionalism, and more effectively handle the stresses of their jobs.
Choosing Your Resilience Toolkit: Finding the Right Techniques for You!
Handling challenging clients and tricky scenarios can feel like a high-wire act in the bustling world of contact centres. But fear not! Like every superhero needs a trusty toolkit, you can equip yourself with the proper techniques to stay calm, collected, and professional. Imagine you’re assembling your very own resilience toolkit, packed with fun and effective exercises tailored just for you. Whether you’re a fan of soothing breaths, mindful escapes, or powerful affirmations, there’s a perfect strategy waiting to boost your resilience and help you shine. So, let’s dive into these excellent exercises and find the ones that fit you like a glove!
Breathing Exercise: 4-7-8 Technique
Objective: Reduce stress and promote calmness.
Steps:
1. Inhale quietly through your nose for 4 seconds.
2. Hold your breath for 7 seconds.
3. Exhale completely through your mouth for 8 seconds.
4. Repeat this cycle 3-4 times.
Outcome: Helps calm the nervous system, reduce anxiety, and manage stress.
Visualisation: Safe Space
Objective: Quickly shift the mindset to a calmer, more controlled state.
Steps:
1. Close your eyes and take a deep breath.
2. Visualize where you feel safe and calm (e.g., a beach, a forest, or your favourite room).
3. Spend 2-3 minutes exploring this place in your mind, noticing the details and sensations.
4. Open your eyes and carry that sense of calm back into your task.
Outcome: Provides a mental escape and helps to reset emotional balance.
Positive Affirmations
Objective: Build resilience and reinforce positive self-belief.
Steps:
1. Write down 3-5 affirmations such as “I handle challenging situations with grace,” “I am calm and in control,” or “I am a skilled and competent professional.”
2. Repeat these affirmations silently or aloud at the start of your shift and during breaks.
Outcome: Reinforces a positive mindset and boosts self-confidence.
Mindful Listening
Objective: Improve focus and reduce emotional reactivity during calls.
Steps:
1. Before answering a call, take a deep breath and remind yourself to listen actively.
2. During the call, focus entirely on what the client is saying without planning your response while they are talking.
3. After the call, take a moment to reflect on the conversation and your reactions.
Outcome: Enhances active listening skills, reduces misunderstandings, and helps respond thoughtfully rather than emotionally.
Gratitude Practice
Objective: Shift focus from negative experiences to positive aspects.
Steps:
1. At the end of your shift, write down three things you are grateful for that day. These can be small, like a compliment from a colleague or successfully resolving a tricky issue.
2. Reflect on these moments for a few minutes.
Outcome: Cultivates a positive outlook and reduces stress by focusing on positive aspects.
Body Scan Meditation
Objective: Release physical tension and increase body awareness.
Steps:
1. Sit comfortably and close your eyes.
2. Slowly bring your attention to different parts of your body, starting from your toes and moving upwards.
3. Notice any tension or discomfort and imagine it melting away with each breath.
4. Continue this for 5-10 minutes.
Outcome: Reduces physical stress, promotes relaxation, and increases body awareness.
Emotional Check-In
Objective: Recognize and regulate emotions.
Steps:
1. Set a timer to go off every 2-3 hours.
2. When the timer goes off, pause for a moment and ask yourself how you’re feeling. Identify the emotion without judgment.
3. If the emotion is negative, take a few deep breaths and remind yourself of a recent positive interaction or accomplishment.
Outcome: Enhances emotional intelligence and helps in managing reactions to stress.
Progressive Muscle Relaxation
Objective: Reduce physical stress and increase relaxation.
Steps:
1. Starting with your toes, tense the muscles as tightly as you can.
2. Hold for 5 seconds, then release and relax for 10 seconds.
3. Move to the next muscle group (feet, calves, thighs, etc.) and repeat until you’ve worked through your entire body.
Outcome: Relieves physical tension and promotes overall relaxation.
Empathy Exercise
Objective: Foster empathy and understanding towards difficult clients.
Steps:
1. After a challenging call, take a few moments to imagine what the client might be experiencing.
2. Consider their perspective and what might have led to their frustration or anger.
3. Reflect on how understanding their situation could help you respond more effectively.
Outcome: Enhances empathy, which can improve interactions and reduce personal stress.
Self-Compassion Break
Objective: Encourage self-kindness and reduce self-criticism.
Steps:
1. When you notice you’re feeling stressed or upset, take a moment to acknowledge your feelings.
2. Remind yourself that it’s okay to feel this way and that many others in your position feel similarly.
3. Offer yourself some words of comfort and encouragement, like you would to a friend.
Outcome: Promotes self-kindness and reduces the impact of negative self-talk.
Time Management: Pomodoro Technique
There is a heap of information about this tried and tested technique for increasing performance and time management. It might not work in its purest form within a contact centre environment but think about how it can be adapted for your team.
Objective: Manage time effectively and reduce stress through structured work intervals.
Steps:
1. Choose a task to work on.
2. Set a timer for 25 minutes (one Pomodoro).
3. Work on the task until the timer rings, then take a 5-minute break.
4. Repeat the process, taking a 15-30 minute break after every four Pomodoros.
Outcome: Enhances focus productivity and provides regular breaks to prevent burnout.
7 Tips for Diet and Health to Make You Work-Ready
Combining these dietary tips with your personalized resilience toolkit will allow you to tackle any challenge with grace and professionalism. Remember, caring for your body and mind is vital to staying at the top of your game in the dynamic contact centre environment!
1. Stay Hydrated
- Tip: Drink plenty of water throughout the day. Aim for at least eight glasses.
- Why: Staying hydrated helps maintain energy levels and cognitive function, keeping you alert and focused.
2. Balanced Breakfast
- Tip: Start your day with a balanced breakfast with protein, healthy fats, and whole grains.
- Why: A nutritious breakfast kickstarts your metabolism and provides sustained energy to power through your morning.
3. Smart Snacking
- Tip: Opt for snacks that provide slow-release energy, such as nuts, seeds, yogurt, or whole fruit.
- Why: These snacks help maintain steady blood sugar levels, preventing energy crashes and keeping you fueled longer.
4. Include Protein in Every Meal
- Tip: Incorporate lean protein sources like chicken, fish, beans, or tofu into your meals.
- Why: Protein helps repair tissues and supports muscle health, essential for maintaining overall energy and stamina.
5. Eat Regular, Smaller Meals
- Tip: Instead of three large meals, eat five to six smaller meals throughout the day.
- Why: Smaller, more frequent meals can help maintain a steady energy supply and prevent the lethargy that often follows large meals.
6. Limit Sugary Foods and Drinks
- Tip: Reduce your sugary snacks and beverages intake, and opt for natural sugars found in fruits.
- Why: Sugary foods can lead to quick energy spikes followed by crashes, while natural sugars provide a more stable energy source.
7. Get Moving
- Tip: Incorporate short bursts of physical activity into your day, like a quick walk or stretching exercises.
- Why: Regular movement boosts circulation, increases energy levels, and improves mood and focus.
