Phone trouble

[sillypenguin]

I seem to of grown terrified of the telephones, which isn't looking too good as I work as an adviser...

In the last few weeks I went from being sorta like a receptionist (not having to know too much, can pass calls on if possible) to more of a specialist adviser. But the problem is, I don't understand what I'm doing and my confidence is rock bottom. But yet team leaders seem to think putting me in the firing line when I have no absolute clue is the best thing for me. I've mentioned that I don't feel comfortable and would like extra support (like having a more experienced colleague sitting beside me) but they'll like do that for what a couple of hours, then think I'm ok to go it alone. But I'm not. The job is very comprehensive and it's hard to determine what your going to be asked. I also don't know what questions to ask people when they call, I have no idea what there saying tbh! I just freeze and panic then want to cry. Even just doing email queries, im better writing than speaking but it's like an nightmare trying to find the correct information. I spent like almost 5 hours researching an email one day, like seriously I'm getting nothing done.

But of course I feel is if others think I'm over exaggerating and not giving me accurate feedback. Saying 'I'm fine' when quite clearly I'm feeling nothing but fine is not helping my confidence. I thought I was doing the right thing admitting I wasn't coping as well as I thought and seeking support but I don't think I'm being taken seriously and I can't afford to be stressed out and feeling down every day until I suddenly snap out of it or leave.....

Not sure what else I can do tbh unless I ask for a meeting with my line manager to discuss my concerns ?
Although I've heard that manager isn't that professional and not great to speak to

[Aelwyn]

Sorry you're getting upset about this, it's horrible to feel you're floundering. I'm wondering what's going on in your company, why did they change you to a different type of job without proper training? And didn't they notice how long it took you (5 hours) to sort out one email?

Do you think more thorough training would be the answer, or do you feel this this sort of work is just not right for you at present on account of the SA?

[newbs16]

I use the phone at work but I hate phoning the hairdressers for a appointment

[sillypenguin]

I think it's a bit of both Alewyn. They gave me 2 weeks of training but didn't give me an opportunity to do mock emails or calls until I basically had to go it alone. So in that sense being thrown into something thinking youve not had the proper prep is not good for anyone especially if you have anxiety issues already. I actually volunteered go forward with the job as I felt like it was a good opportunity but now I'm thinking otherwise. No one's keeping there eye on how long it's taking me to do anything tbh, there's a lack of monitoring going on, you just need to keep your fingers crossed your doing it right based on the reaction of the member calling/emailing me.

I have asked to be moved desks again so I think there gonna relocate me tomorrow so a more experienced adviser can shadow me for a bit longer. However the communication between team leaders isn't great and although this desk move has been agreed, I had another team leader moan at me for not taking calls on my own and basically thinking they know what's best for me! Ugh!

Ha it's weird how we can be fine with some phone situations and be terrified of others newbie! To be fair hairdressers like to unnecessarily natter on.