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These are the user uploaded subtitles that are being translated: 1 00:00:00,020 --> 00:00:02,820 If you've ever worked in customer service, 2 00:00:02,820 --> 00:00:05,085 then you've dealt with difficult situations. 3 00:00:05,085 --> 00:00:07,455 The way you handle them in the food industry 4 00:00:07,455 --> 00:00:09,525 and tech roles are pretty similar. 5 00:00:09,525 --> 00:00:11,130 But before we dive into that, 6 00:00:11,130 --> 00:00:12,315 we're going to take a step back 7 00:00:12,315 --> 00:00:13,500 and talk about the science 8 00:00:13,500 --> 00:00:16,245 behind what's happening in these situations. 9 00:00:16,245 --> 00:00:17,850 Let's say someone's yelling at you, 10 00:00:17,850 --> 00:00:21,390 rather it's about a overcook steak or broken computer, 11 00:00:21,390 --> 00:00:24,705 your reaction to either will probably be similar. 12 00:00:24,705 --> 00:00:26,490 Your palms might be sweating, 13 00:00:26,490 --> 00:00:27,765 your hands might shake, 14 00:00:27,765 --> 00:00:29,175 or your mouth goes dry, 15 00:00:29,175 --> 00:00:30,915 tunnel vision might kick in. 16 00:00:30,915 --> 00:00:34,305 These are all normal physiological reactions 17 00:00:34,305 --> 00:00:37,105 that happen in response to a perceived threat. 18 00:00:37,105 --> 00:00:39,889 This is part of our biological makeup 19 00:00:39,889 --> 00:00:41,090 dating back to the time when 20 00:00:41,090 --> 00:00:42,740 people hunted for their food. 21 00:00:42,740 --> 00:00:45,590 When you're being chased by a cougar you needed 22 00:00:45,590 --> 00:00:47,195 your senses to be at high alert 23 00:00:47,195 --> 00:00:48,935 in order to keep yourself alive. 24 00:00:48,935 --> 00:00:50,930 Even though someone yelling at you isn't 25 00:00:50,930 --> 00:00:52,730 the same as the cougar attacking you, 26 00:00:52,730 --> 00:00:54,815 it can feel similar in the moment. 27 00:00:54,815 --> 00:00:57,290 Your brain is releasing a mix of chemicals and 28 00:00:57,290 --> 00:01:00,700 hormones to heighten your senses and keep you alert. 29 00:01:00,700 --> 00:01:02,510 Unfortunately, a side effect 30 00:01:02,510 --> 00:01:03,530 is that you may have trouble 31 00:01:03,530 --> 00:01:06,365 focusing on specific tasks. Not ideal. 32 00:01:06,365 --> 00:01:07,880 It's in times like these that you 33 00:01:07,880 --> 00:01:09,620 might go on autopilot where 34 00:01:09,620 --> 00:01:13,355 your body has a physical reaction and it's hard to focus. 35 00:01:13,355 --> 00:01:16,490 It's super important to recognize these moments and put 36 00:01:16,490 --> 00:01:19,984 a plan in place to reboot yourself out of the situation. 37 00:01:19,984 --> 00:01:22,190 Sometimes I feel this way when I'm teaching 38 00:01:22,190 --> 00:01:24,230 a class and someone is ignoring me. 39 00:01:24,230 --> 00:01:26,045 They just don't pay attention. 40 00:01:26,045 --> 00:01:27,665 I used to call them out on it, 41 00:01:27,665 --> 00:01:29,000 the fight response, 42 00:01:29,000 --> 00:01:30,500 but this never ended well. 43 00:01:30,500 --> 00:01:32,510 Sometimes they had a good reason for being on 44 00:01:32,510 --> 00:01:34,040 their phone and calling them 45 00:01:34,040 --> 00:01:35,985 out never made them listen more. 46 00:01:35,985 --> 00:01:38,700 Now when I feel myself in that situation, 47 00:01:38,700 --> 00:01:40,950 I noticed that my pulse increases. 48 00:01:40,950 --> 00:01:42,570 When I realize it's happening, 49 00:01:42,570 --> 00:01:45,830 I make sure to look around and focus on people who 50 00:01:45,830 --> 00:01:47,465 are more engaged in the lesson 51 00:01:47,465 --> 00:01:49,435 and make eye contact with them. 52 00:01:49,435 --> 00:01:52,205 Soon I feel my pulse slow down. 53 00:01:52,205 --> 00:01:54,020 Some of your experiences in 54 00:01:54,020 --> 00:01:56,990 IT support might trigger similar reactions. 55 00:01:56,990 --> 00:01:58,189 Once you've identified 56 00:01:58,189 --> 00:02:00,800 this reboot action, write it down. 57 00:02:00,800 --> 00:02:02,270 Remember, your brain isn't 58 00:02:02,270 --> 00:02:04,160 always working well in the heat of the moment, 59 00:02:04,160 --> 00:02:06,875 so it helps to have something to remind you what to do. 60 00:02:06,875 --> 00:02:10,070 It could be anything from squeezing a stress ball to 61 00:02:10,070 --> 00:02:13,970 looking away to taking a deep breath. 62 00:02:13,970 --> 00:02:15,445 The first couple of times, 63 00:02:15,445 --> 00:02:17,600 it may not work, so give it time. 64 00:02:17,600 --> 00:02:19,670 When you have a difficult situation, 65 00:02:19,670 --> 00:02:22,220 take a moment to think about what went wrong. 66 00:02:22,220 --> 00:02:23,495 How are you feeling? 67 00:02:23,495 --> 00:02:25,070 What was your reaction? 68 00:02:25,070 --> 00:02:26,795 Why did you raise your voice? 69 00:02:26,795 --> 00:02:29,300 After a while, it becomes second nature to 70 00:02:29,300 --> 00:02:32,075 catch yourself in de-escalate situation. 71 00:02:32,075 --> 00:02:34,445 To really hold yourself accountable, 72 00:02:34,445 --> 00:02:36,815 tell a co worker what you're trying to do. 73 00:02:36,815 --> 00:02:39,080 Give them a recap of the interaction 74 00:02:39,080 --> 00:02:41,644 and ask them for their feedback on the interaction. 75 00:02:41,644 --> 00:02:43,535 You might get some great tips. 76 00:02:43,535 --> 00:02:45,560 But here's the bad news. 77 00:02:45,560 --> 00:02:48,485 Things aren't over once you get yourself back on track. 78 00:02:48,485 --> 00:02:50,420 That's when the hard work starts. 79 00:02:50,420 --> 00:02:53,090 Every situation is different and you'll learn 80 00:02:53,090 --> 00:02:56,585 the best strategies from experience and peer feedback. 81 00:02:56,585 --> 00:02:57,860 To get you started, 82 00:02:57,860 --> 00:03:00,275 I'll run through some tried and true techniques. 83 00:03:00,275 --> 00:03:02,060 Keep in mind that it's fine if 84 00:03:02,060 --> 00:03:03,785 you don't get these right the first time. 85 00:03:03,785 --> 00:03:05,945 It takes practice, reflection, 86 00:03:05,945 --> 00:03:09,115 and feedback to really nail it, so don't give up. 87 00:03:09,115 --> 00:03:10,970 The hardest and arguably 88 00:03:10,970 --> 00:03:13,099 the best technique is to identify 89 00:03:13,099 --> 00:03:14,990 where the interaction went wrong in 90 00:03:14,990 --> 00:03:17,720 the moment and redirect the conversation. 91 00:03:17,720 --> 00:03:19,295 This is really tough 92 00:03:19,295 --> 00:03:21,980 because it means remaining calm enough to 93 00:03:21,980 --> 00:03:24,035 objectively look at the interaction 94 00:03:24,035 --> 00:03:26,810 and understand what could have caused it to escalate. 95 00:03:26,810 --> 00:03:30,900 At first, try this once the interaction is over. 96 00:04:09,550 --> 00:04:12,500 You started your chat with the user and it's 97 00:04:12,500 --> 00:04:15,470 really pleasant and problem-solving is happening, 98 00:04:15,470 --> 00:04:17,810 then suddenly the tone turns dark. 99 00:04:17,810 --> 00:04:20,315 What caused it? Where is the misstep? 100 00:04:20,315 --> 00:04:22,280 Looking back, you might notice 101 00:04:22,280 --> 00:04:24,095 that the user didn't understand the question 102 00:04:24,095 --> 00:04:25,910 about what happens when he tries to sync 103 00:04:25,910 --> 00:04:28,835 his phone and the tech just kept repeating it. 104 00:04:28,835 --> 00:04:30,440 The user gets annoyed and then 105 00:04:30,440 --> 00:04:32,060 starts typing in all caps, 106 00:04:32,060 --> 00:04:34,390 a clear sign they're irritated. 107 00:04:34,390 --> 00:04:37,275 In this case, the cause seems obvious. 108 00:04:37,275 --> 00:04:39,560 If the user didn't understand the question, 109 00:04:39,560 --> 00:04:41,300 then they probably got frustrated when 110 00:04:41,300 --> 00:04:44,435 the same question was asked over and over. 111 00:04:44,435 --> 00:04:47,630 If the IT support specialist had noticed this, 112 00:04:47,630 --> 00:04:49,265 they could have reframe the question 113 00:04:49,265 --> 00:04:51,660 and broken it down further. 8645

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