As a contact centre team leader, you're constantly dealing with high-pressure situations, difficult calls, frustrated agents, relentless targets. When emotions run high, your team feels it. But what if you could stop a negative emotional response in its tracks?
In this video, I share the 90-Second Rule, a science-backed technique developed by neuroscientist Dr. Jill Bolte Taylor, and show you exactly how to use it to stay calm, composed, and in control, no matter what the call floor throws at you.
You'll learn:
* Why emotions only last 90 seconds (and what keeps them going longer)
* The biology behind your emotional responses
* A simple 4-step technique to process and release negative emotions fast
* How staying calm directly improves your team's performance
Whether you're dealing with an escalation, a tough 1-to-1, or just a relentless Monday morning on the phones, this will help.
Chapters:
0:00 Introduction
0:28 The 90-Second Theory
0:59 How Emotions Work
1:25 The Choice Point
1:50 Emotions Are Like Waves
2:19 Practical Techniques
2:47 Observe, Let Go & Final Message
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👇 Let me know in the comments .....how do YOU manage your emotions in the contact centre ?
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