Here's how you can handle your emotions as an account manager in high-pressure situations.

Preparation is key to managing emotions under pressure. Being well-prepared gives you confidence and reduces anxiety. Make sure you understand the project or task thoroughly, anticipate potential challenges, and have contingency plans in place.

Promise yourself not to panic in any situation. It's normal to encounter challenges along the way, so don't be caught off guard by them. Take proactive steps by identifying potential issues you might face while serving this client. Rather than waiting until problems arise, brainstorm solutions when things are calm and running smoothly. This way, when challenges do come up, you can rely on your pre-planned strategy without the added stress of figuring it out on the spot. Keep updating your list of challenges as you work with the customer. Remember, things will get better with persistence and effort. Stay encouraged and keep pushing forward.

Mindfulness involves staying present in the moment and being aware of your thoughts, emotions, and physical sensations without judgment. This practice can help you stay calm and focused during stressful situations. Techniques like deep breathing, meditation, or simply taking a moment to center yourself can be very effective.

I've found that taking moments of quiet reflection really works for me. Instead of jumping into a response out of frustration or defensiveness, I've learned to pause and take my time. This helps to calm my emotions and gives me a chance to see things from the other person's perspective—whether they're clients, bosses, team members, or family. By holding back from showing my emotions right away, I've noticed it's easier to connect and find common ground. Giving both myself and the situation some breathing room often leads to better outcomes. That's just my two cents based on personal experience.

Recognize and acknowledge your emotions as they arise. Understand how stress or pressure affects you personally. This awareness helps you respond appropriately rather than react impulsively. Take note of any physical signs of stress (like tense muscles or shallow breathing) as early indicators.

If you find yourself frequently triggered by a client, boss, or team member, it's crucial to address this pattern proactively. Instead of getting caught up in emotions or misunderstandings, consider learning to manage up. While we typically focus on managing those lower in the hierarchy, managing up involves making genuine improvements that benefit both parties. This approach can bring about a sense of calm and boost your confidence in handling challenging relationships effectively.

Strong communication skills are essential for navigating high-pressure situations. Clearly articulate your thoughts, concerns, or needs to your team or clients. Active listening is equally important; understand others’ perspectives to manage expectations effectively and build rapport.

One time, I ran into our VP in the elevator at my old job. He asked all the right questions about a project and quickly grasped how crucial communication is to its success. He said, "If nothing seems to be working, lean on over-communicating. That's when things start falling into place." I've applied this advice throughout my career and continue to do so. Clear and frequent communication not only addresses concerns but also builds empathy, opening doors to new opportunities.

One of my colleagues was visibly stressed and often working late into the night as he was leading a time-sensitive and demanding project. Despite reaching out to him, he always attributed his stress to project busyness. Then, unexpectedly, he dropped the bombshell: his wife was expecting a baby the following week. It was a revelation of how much he had been quietly managing alone, missing out on supporting his wife during such a crucial time because of work pressures. If he had shared earlier, we could have offered our support much sooner. This situation really highlights the importance of having a supportive network around you when you need it most.

Don’t hesitate to seek support from colleagues, mentors, or supervisors. Talking to someone who understands the challenges you’re facing can provide perspective and helpful insights. This support network can also offer encouragement and reassurance during tough times.

After a high-pressure situation, take time to reflect on what happened and how you handled it. Identify what went well and what could be improved. This reflection process helps you learn from each experience, develop resilience, and refine your approach for future challenges.

Controlling your emotions and your response in high-pressure situations is a superpower. Being mindful and choosing how to reply, rather than reacting on autopilot, is a game changer. Importantly, you can still use emotion to make a statement or in negotiations, but doing so mindfully ensures your responses are impactful.