From the course: Problem-Solving and Critical Thinking for Service Workers
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Pause, don’t panic
From the course: Problem-Solving and Critical Thinking for Service Workers
Pause, don’t panic
- Here's a secret that you might not know. When a problem arises, the best problem solvers pause first. Yes, it is that simple. When something goes wrong, your body reacts, your heart rate goes up. You start overthinking things, maybe a little frustration, but rushing can make things worse. So instead, do this. Stop, breathe, name the problem. For example, the device that you're using just froze. Now, instead of panicking, I'm going to stop and take a breath, and in my head I simply say, "Okay, this device is frozen." Customers are waiting for you, but in that moment of pausing, breathing, and naming, I get the clarity that I need to realize all I need to do is restart it or move on to another device. You've just gone from potential chaos to clarity, and that small pause gives your brain space to think, not just to react. In the next video, we'll look at a model I use to work through problems when they arise.
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