Plan ahead to determine how you will react in critical situations.
This technique is used by thousands of Starbucks’ employees. An annoying or angry customer can easily change the emotional state of a worker. So they are taught how to react. They have to plan their reaction by answering questions such as: “When a customer is unhappy, my plan is to…”
There are a few psychological principles behind this exercise including:
- When you create a plan beforehand, you create the basics of a habit. In the moment, your brain simply follows your plan.
- Your reaction is determined by you. You have the autonomy. More autonomy means that you save your willpower for other tasks.