Gina was a new trainer in a contact centre. She is very hard working and had outstanding attention to details. She takes pride in the quality of her work.
One of her responsibilities is to listen to calls that the trainees received and give feedback, either opportunities for improvement or about strengths.
One time she provided feedback to a trainee regarding an error she observed on a call. Instead of accepting the input, the trainee got upset and told her that it was her fault. The trainee said that he just followed Gina’s instructions. Something stirred inside Gina. She worked so hard for far too long to be questioned by a trainee.
I stepped inside an elevator once, and inside was a middle-aged-professional-looking gentleman who had earphones on and was focused on his smartphone. Some people still needed to get in, so I tapped the guy's shoulder gently and gestured for him to move. The guy gave me a furious look before moving. Something inside me wanted to shout in his face, “What’s your problem? Don’t you see some people need the lift?”
Why is that? Why do we feel that need to get into an argument to defend ourselves? I think it is just basic instinct. We protect ourselves because deep within us is a strong will to survive.
The Bible says:
New International Version (NIV)
14 Do everything without grumbling or arguing, 15 so that you may become blameless and pure, “children of God without fault in a warped and crooked generation.” Then you will shine among them like stars in the sky 16 as you hold firmly to the word of life. And then I will be able to boast on the day of Christ that I did not run or labour in vain.
As Christians, we need to control ourselves. We need to display high-level emotional intelligence. I know it is difficult, but if we learn to control our emotions, we position ourselves for success and promotion.
Gina was able to control herself. She didn’t raise her voice, she played the recording of the call to the trainee, and asked for his feedback regarding his interaction with the customer. The trainee understood Gina’s point and apologised.
I controlled my emotions too. It took a lot of energy, but I held back and ignored the man. The least I can do after all Jesus did for me.