When you work with customers, you anticipate you’ll deal with a cranky one from time to time. But this year has generated a lot of negativities – and you likely face more crankiness than ever.

So it’s more important than ever to be prepared to work with frustrated, negative customers.

“Many of us are having to put in extra work to rally ourselves and bring positive energy to work.” Says McLeod. “When you show up mustering all of the enthusiasm you can, and someone else spews toxicity into the air, it can feel like a personal affront to your efforts.”

When working with negative customers (or colleagues), you still want to fix their issues first and foremost. But you can also take a few steps to help turn a negative situation into a positive one.

Try these four tactics from McLeod:

1. Don’t agree (or disagree)

You don’t have to nod or give verbal cues such as “uh-ha” in agreement as they rant about how awful something is. And you don’t want to disagree, either, because that can become volatile.

Instead, focus steadily on the issue at hand and the solution you can provide. Reassure negative customers with positive phrases such as, “We can take care of this,” “You’ve brought this to the right person,” or “I know what we can do to take care of this right away.”

2. Practice empathy

Even if you avoid agreeing or disagreeing, you’ll want to show some empathy with negative people. The biggest reason is you just can’t know the struggles they might have. It could be nothing or it could be financial strains, caregiving issues or health troubles. The issue negative people have might be small for you, but it could be the straw that breaks the camel’s back for them.

So show some empathy with phrases such as, “That can be frustrating,” “I’m sorry you’ve had to deal with this” or “I imagine many people would feel that way.” Then you’ll want to move onto solutions to avoid more negative venting.

3. Redirect the energy

One thing you want to avoid when working with negative people is letting their negativity affect your attitude – especially for the sake of other customers you’ll help and colleagues you’ll be in contact with.

So McLeod suggests Aikido, a martial arts practice. The concept is when being attacked you don’t push directly back. Instead, you direct the opponent’s energy elsewhere.

At work, you can redirect negativity by steering customers toward resources or actions that empower them. For instance, fix the issue then share a resource such as a website, white paper or tip sheet that will help them avoid the issue or improve some aspect of work or life.

4. Reset your mind

It’ll be important to make sure you don’t let too much negativity affect your outlook. McLeod suggests you make a point to “surround yourself with people who bring you up, who see the silver lining, and keep you focused on what matters.”

Check in with colleagues, friends or family members who are positive. Or read uplifting quotes, listen to positive podcasts or watch motivational videos.

And at the end of the work day, separate yourself from it. Whether you work in an office or from home, physically walk away from the work and negative experiences and mentally let it go.

Adapted from Internet