The Three Cs To Cope With Stressful Service Situations

The Three Cs To Cope With Stressful Service Situations
SHARE
THIS



Jaquie Scammell (main photo) is a sought-after speaker, facilitator and coach working with some of the largest global workforces in retail, banking and hospitality. Service Habits is the second book in her ‘Service’ series, published by Major Street Publishing. In this guest post, Scamell offers her top tips for business suffering from stress during CV-19…

Business owners and professionals in hospitality, tourism, conferences and events are being impacted by Covid-19 in unprecedented ways. Suddenly, you have no control over your trading terms, opening hours (if open at all), and rules of business or engagement. Customers are scared and have lost confidence in the industry and whether it will ever be back to “normal”. And, of course, there is the overall impact on income and revenue.

All of this creates a busy mind, stress and can cloud your perspective and judgement. Whatever happens, you have to keep focused so that when consumers are ready again, you can serve in the best way possible and turn around results.

But how?

Hit pause

Let’s just hit pause a second and breathe. Before we label things good or bad and get ourselves into a mental spin, keep an open mind about the whole picture.

It’s very easy right now to fall into three traps:

  1. overgeneralising – seeing a pattern based upon a single event, or drawing overly broad conclusions
  2. mental filtering – only paying attention to certain types of evidence; for example, noticing failures but not seeing successes
  3. disqualifying the positive – discounting the good things that have happened, as if they simply don’t count.

If you are presented with pressures and challenges, instead, ask yourself:

  • Is there an opportunity to strengthen a relationship?
  • Can we learn from this and develop stronger processes and better training?
  • Can we use this to explore how to create alternatives for the customer?

Remember, we’re wired to focus on the negative in situations. This bias is a product of our evolution: it helped our ancestors to make intelligent decisions in high-risk situations. The reality is, however, many of the things that voice of negativity is designed to protect us from no longer exist.

So how you manage yourself in difficult situations can turn them around, or not. That’s why we want to reframe difficult situations: look for good facts and turn them into good experiences.

Make a conscious effort to look for the positive aspects of every experience, to notice the good in both the world and in yourself – what you learned and how you handled the situation. As you do this, pay attention to any resistance you encounter within yourself; acknowledge any instinct to dismiss or deny positive feelings, but choose not to do that.

Catch it, check it, correct it

 

Asking yourself, ‘Is this a useful thought in this situation or not?’ is the first step in reframing a thought. This is the ‘catch it’ step. Recognising an unhelpful thought is the hardest part. The next two steps are easy.

Once you’ve caught the negative spin or unhelpful thought, ‘check it’ – look for the good in the situation that you’ve chosen to ignore or that you haven’t yet seen. Be very objective and ask yourself questions like, ‘What if this wasn’t bad news?’, ‘What good could come from this?’ and ‘How else might people choose to see this?’ The ‘check it’ step may take some time or you may get answers immediately.

The final step in reframing is ‘correct it’. The word ‘correct’ can imply that something is broken and needs fixing, but think of it in the sense of correcting course, which is more positive. You adjust your mindset to be more in line with the truth of the whole situation: the light sides as well as the negative parts.

Ask yourself:

  • Can I allow space for what’s happening right now, without trying to control the situation?
  • Can I be okay with the hard and messy aspects of this situation?
  • Is there another way to approach this?

Try practising the three Cs whenever you can, and see the results for yourself.

 

 

 

 

 

 

Please login with linkedin to comment

Jaquie Scammell

Latest News

Highsnobiety Partners With Citizens Of Culture To Help Lead Its Media Partnerships In Australia
  • Media

Highsnobiety Partners With Citizens Of Culture To Help Lead Its Media Partnerships In Australia

Culture-leading publisher Highsnobiety continues to evolve its local operations with the appointment of Citizens of Culture as its strategic partner across media operations within Australia.  Highsnobiety is a premium global brand dedicated to cultural pioneers, with work spanning across digital platforms, print media, documentaries, cutting edge events, a shopping platform and a full service creative […]

Investigation Reveals That Amazon Destroys Thousands Of Dollars Of Unsold Stock, Including Laptops, TVs And Face Masks
  • Technology

Investigation Reveals That Amazon Destroys Thousands Of Dollars Of Unsold Stock, Including Laptops, TVs And Face Masks

An investigation by British broadcaster ITV has found that Amazon is destroying millions of items in unsold or returned stock. The report specifically focuses on one of the 24 warehouses the company has in the UK. According to ITV News, the destroyed items are largely unused and new, either returned items or those which never […]

by B&T Magazine

B&T Magazine
Witchery Partners With GlamCorner To Boost Subscription Shopping
  • Media

Witchery Partners With GlamCorner To Boost Subscription Shopping

Australian fashion brand Witchery has partnered with B Corp GlamCorner as part of GlamCorner’s subscription box offering as the demand for everyday essentials soars. This partnership marks another milestone for the Australian fashion industry towards becoming more circular and introducing more paths to reduce textile waste. Customers nationally will be able to rent more of […]

Curry Club For COVID-19 Relief, Powered By UnLtd, Challenges AdLand To Raise $100,000
  • Marketing
  • Media

Curry Club For COVID-19 Relief, Powered By UnLtd, Challenges AdLand To Raise $100,000

The media, marketing and creative industries are being encouraged to host their own ‘Curry Club for COVID’ before 30th June to help meet the ambitious $100k target set by its organisers. Curry Club for COVID, which was conceived by long-time adtech executive Peter Bray, sales director at Impact, and is powered by industry social purpose organisation […]

by B&T Magazine

B&T Magazine
UnLtd’s ‘Goals for Good’ Soccer Tournament Celebrates 10 Years
  • Media

UnLtd’s ‘Goals for Good’ Soccer Tournament Celebrates 10 Years

The UnLtd Cup is returning for its tenth consecutive year, marking a decade of soccer shenanigans that’s raised nearly $500,000 for children’s mental health charity, KidsXpress. On July 22-23rd, 28 teams from across the industry will battle it out on the soccer field in the two-day tournament at Sydney University Sports and Fitness Centre, Darlington. […]

Mobile Pnone Shopping Online With A Debit Card
  • Marketing
  • Technology

Ultra Commerce Acquires Vesta eCommerce

Australian-bred company Ultra Commerce has acquired New Zealand-based company Vesta eCommerce, a global software business providing leading product data management solutions. The recent acquisition is a significant move for the business, which is Australian born, owned, and headquartered, but has built out a global presence as it pursues rapid growth in the eCommerce market. Connecting […]

Crater Teams Up With Director Luna Laure For ‘Harry’s Story’, Canteen’s Newest Campaign
  • Campaigns

Crater Teams Up With Director Luna Laure For ‘Harry’s Story’, Canteen’s Newest Campaign

Canteen’s latest campaign features the combined talents of Director Luna Laure and creative agency Crater. The campaign strives to raise awareness for young people affected by cancer. The awareness campaign centres around Harry Barentson, who at 12 years of age found out his pregnant mum had cancer. The campaign aims to bring awareness to Canteen’s […]