Expecting the unexpected. Seems like it's a phrase of opposites, but there can be an actual art to Expecting the Unexpected. Having worked in Emergency Medicine most of my career I have learned a little about this actual mindset.
First and foremost, NO, we cannot begin to predict everything that will happen and occur around us. It just isn’t possible. Even if we could, the only true thing in this world we have control over is ourselves. Let me say this again… The only thing in this entire world we have control over is how we respond.
We can, for the most part, control our emotional responses. The art of “Expecting the Unexpected” is to train yourself to stay calm.
We recommend practising for a variety of customer service scenarios. Then, when something new comes along, you can start with the basics. Once you are calm and have a moment, you can figure out the best plan going forward.
Use these steps to help you get through the unexpected:
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Breathe deeply when life puts an unexpected event, trauma, person, or attitude in front of you. Even an angry client.
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Practice various scenarios to generally prepare for a variety of experiences.
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Remember, you oversee your response only.
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Give yourself the grace and respect of taking a couple of moments to process what has occurred.
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Get help when you need it. Pull in a manager, other staff, or even authorities when you need to.
Life will always surprise you. In good ways and bad. However, it is up to you to know how you wish to handle this.
