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Step 1
The first step when faced with a high pressure situation is to relax. You may need to respond with confidence that you do not immediately feel able to deliver. By relaxing you are allowing your brain time to think. Take a few slow deep breaths.
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Step 2
The second step is to listen. You may need to respond to what is being said. Take the time to really listen and hear not only the words but the manner in which they are being delivered. Pay attention to the volume, speed, and use of any extra stalling words (like hmmm, uhhh, and such). This will give you the edge of being able to determine the emotional meaning of the speaker. What is the speaker’s intention?
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Step 3
The third step is to observe the body language. Is the speaker tense? Is the speaker’s expression not matching what they are saying?
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Step 4
The fourth step is asking the speaker to repeat their question. This shows that you are seeking to understand the speaker. And also it allows you time to formulate your answer.
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Step 5
The fifth step is to stall. Rephrase and repeat the conversation in your head. Ask yourself – do I really understand what they are really saying? If you feel that you do not understand then ask for clarification. Perhaps the speaker is using industry specific jargon that you just don’t understand.
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Step 6
The sixth step is to pause and allow for a small amount of silence. This allows you to collect your thoughts and not let the first thing that comes into your head be blurted out.
