Intermediate level · Module 5: Executive Support and Priorities · Lesson 3 of 3
Professional Conduct Under Pressure
Stay calm and professional with difficult situations and people.
In this lesson you will
- Handle difficult visitors and callers
- Protect your own wellbeing at work
Key concepts
calm communicationlisteningescalationwellbeing
The lesson
With upset visitors or callers, listen, acknowledge the concern, explain what you can do and follow through.
Know when to escalate: threats, harassment or issues beyond your authority go to the manager or security.
Manage your own workload and stress with breaks, realistic plans and asking for help early.
Step by step
- Role-play an upset visitor.
- Practise acknowledging and explaining.
- Identify escalation triggers.
- Write a personal workload plan.
Practice activity
Complete the role-plays and write a short reflection.
Expected result: Calm, professional handling and a realistic workload plan.
Check your understanding
-
What are the first steps with an upset visitor?
Show answer
Listen and acknowledge the concern.
-
When should an issue be escalated?
Show answer
When it involves threats, harassment or matters beyond your authority.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.