At times, it may appear you are being asked a loaded or even biased question. At other times, there may not even appear to be a question, just some assertions and challenges.

Do not respond to poor attitudes in kind.

Remember to listen for both emotion and semantics. Don’t rely on the caller’s word choice alone.

If someone is calling, then the caller does have a question, and there may be a lot of anxiety, fears, or other emotions tied to that question. The difficulty for the caller may lie in the oral expression or articulation of that question.

Additionally, you may feel some anxiety if you are not prepared to answer their questions. You might want to review and book mark the SWPC FAQs now; so that you can access them quickly in the future.

Remember that advancing your knowledge is one of the best ways to reduce any discomfort you may feel when answering questions.