{{B}} How to deal with difficult people on the phone{{/B}}
One of the skills required of today's successful business people is the ability to deal with difficult people on the phone. The Reed Employment agency has come{{U}} (31) {{/U}}with some advice to help business people get the best from the caller.

First of all, accept that people can be rude when they are{{U}} (32) {{/U}}pressure. Try to find out{{U}} (33) {{/U}}they are angry - even if you have to guess. And, importantly, never get angry back. Many problems are caused by a simple misunderstanding. Therefore it is essential{{U}} (34) {{/U}}remain calm so that you can get to the root of the problem and thus have{{U}} (35) {{/U}}better chance of resolving it, Understand that maintaining your calm is much easier than it sounds - but you can prepare{{U}} (36) {{/U}}designing a strategy. Most call centres train staff{{U}} (37) {{/U}}these techniques; other office workers need to train themselves. The trick is to be really nice back{{U}} (38) {{/U}}that they end up thanking you for your help, understanding and assistance.

Secondly, listen carefully and empathise with the person making the comlaint. You don't{{U}} (39) {{/U}}to compromise your company or your colleagues just because you show understanding. Agree to a course of action and stick to it and, finally, always try to be courteous. Sometimes you are the one{{U}} (40) {{/U}}will have to apologise and you just have to accept that.