I had a dream last night in which a very unfortunate situation occurred, and I reacted very poorly. Then, an interesting thing happened – my brain gave me a “do-over.” Without ever waking up, I dreamed the same incident again, but chose a completely different response. I calmly and diplomatically expressed my disappointment in the situation and discussed how and why things had to change.
Of course this was just a dream, but in my conscious hours I have also been pushing myself to pause for just a moment before reacting to a situation and then choose how to respond. This works wonders for unexpected situations at work and at home. However, when you know that situations are going to occur, such as an angry customer, or a difficult task, or delivering bad news to a boss, you can be even more proactive than choosing a response in the moment.
When was the last time you had a dress rehearsal?
Musicians, dancers, actors, anyone who performs, regularly rehearse the material they will present to an audience. Why don’t we all? Each one of us is a performer during the day; whether we are dealing with a difficult person or a difficult task, we have to perform and show empathy and competence to get the job done.
Rehearse these situations when you have a little down time. You know you are going to have angry customers come to you when there is a long wait for service or something of theirs doesn’t work properly, so visualize how you will respond. Make it as real as possible – what sounds do you hear, how does your office smell, what emotions are you feeling in the moment, what are you doing with your hands, with you face? The same goes when you are delivering a presentation to your peers, or having a conversation with your leader about a raise or a new job. Rehearse them in your mind, rehearse them out loud with someone you trust. These are the same visualization techniques professional athletes and artistic performers use to prepare for “game day.”
You are no less of a performer than any athlete or artist, so practice your craft before you deliver it to the public.

