Please help me-problem at work?

I started a new admin job last monday. Only been there a week, and although I feel I have done ok for my first week, I still get nervous going. I have never done admin work before so I am a beginner in everything! I feel Im doing ok with the paperwork side of it (and my bosses havent said i am rubbish or anything) but its using the phone thats concerning me. Its the only thing that makes me really nervous and I havent been able to sleep properly thinking about it. When they say their name on the other end, I say please hold, then my mind goes black and i forget what they just said!! I try to write it down, but I end up stuttering and feeling like an idiot. I share my office with the boss and its making me more nervous! Its sounds stupid but what can I do to make me better? And to stop worrying? I hate it when people are near me when im on the phone-even at home. Please help-its an excellent job! dont wanna screw it up over one thing.

this is obviously going to be quite a hurdle in a job like yours, i'd start by getting more comfortable at using the phone at home and actually put yourself in the situation that makes you uncomfortable, tell a couple of family members your predicament and get them to sit with you as you use the phone and gradually build up your confidence. good luck

if your mind goes blank try to write the persons name down and any key details they said. youll settle in soon

It is just a matter of confidence.The longer you are there the easier the tasks will become.Then you will get more confident.Try not to worry,it will work out fine.I'm sure!

That's normal and your bosses will understand. Being confident on the phone comes with time, you will get better at it! Don't avoid doing it, the more you answer the phone, the easier it will be. Honestly. A lot of people have this trouble - I'm sure you won't screw it up!

even after years of working, i still have to write names down when im talking on the telephone. i think most people do, as its difficult to remember.
your doing fine, and you will relax more as you get to know your colleagues.

Hi There,

I am an Office Manager and have been doing admin roles for over 20 years now :)

What you describe is just a lack of confidence, something we all go through. When answering the telephone, always have a pencil and jotter pad ready and write the callers name and company name down before placing them on hold. Try if you can to ask them for a brief idea of what it was they wanted to talk about to the person they are trying to contact if possible as well (though not always easy). Then put the call through if the other person wants to take it.

Please don't worry, practice makes perfect and always remember to smile when using the phone, this softens your voice and makes it much easier to talk to people, it puts them at their ease.

Good luck with your new role, you sound like you have a good one there xx

I must have had over a thousand phone calls in the office, yet sometimes I'll be sat there with someone talking to me and I'll zone out. I'll come round after a minute or two and realise I've no idea what they've just been saying.

I think all you can do in your situation is try as hard as you can to relax about it - practice will make perfect, you'll just have to do as best you can to soldier through for the time being.

As others have said, give it time and everything will fall into place.

It's always difficult adapting to a new position, new surroundings and new coleagues.

If your boss didn't think you were up to the job, he wpuldn't have employed you in the first place and if he didn't think you were doing a good job, he would surely let you know.

You'll be surprised how your confidence will grow over the next few weeks and months. You won't even recognise that nervous person who started in your job!

I'm betting you'll be running the whole show in no time at all!

Good luck!

why do you put them on hold? I think the best idea might be to ask them their name, write it down, then ask them their business. You will get the hang of it, and yes, it is off-putting having your boss sitting right there. But this is something you do all the time at home - phone rings, you answer, they ask for someone else, and you pass them over. So try to remember that it is not something that you are learning, but something you do every day, it is just that you are learning knew words to go with the action ... You'll do just fine. And I am sure if you explain to your boss that you are feeling nervous they will be supportive. Sometimes we don't notice this sort of thing in others and so get grumpy for no good reason. If he or she knows you are nervous they will cut you some slack.

write down almost exactly your speil when answering the phone such as "good day mrs/mr whatever their name is theyve told u-then whatever u need to say about what ui are selling etc or what can we do for you today-if u write it down i bet u only have to look at it a few times before it becomes second nature x

I know exactly what you mean! I can remember some of my early jobs and having to cover the "switchboard" when the receptionist went on break. It was a disaster! I'd have 4 lit buttons and have to go back and ask again who they were and who they wanted to speak with. We are all beginners at one time or another, and your boss knows it. But to give you a more practical answer you might have to develop a little cheat sheet or something to help your memory. If you're answering the phone for just your boss, that takes care of the "who do you want to talk to side". But if you are answering the phone for everyone, then have those names written down so you can immediately record at least the first name of the person calling next to it. When you settle in you'll probably find that 80% of the callers are the same people and you'll get to know their voices and if they come into the office you'll really get to know them and be able to exchange some light chit chat when they call.

To this day I'm still phone challenged, but I'm really good at a lot of other things. Concentrate on what you are good at to become GREAT. The best you can hope for if you concentrate on things that you aren't good at is to become mediocre.

Best of luck to you, you are certainly not rubbish :-)

Its normal for you to be nervous about starting a new position.... and yes telephones can be very intimidating when trying to make a good impression.... continue to have a pad close by to jot down the name but don't be embarrassed to ask the person their name again ("I'm sorry may I get your name again or your name was?") its better to have them repeat it than to tell your boss one name and it is someone else .... nothing annoys me more than picking up the phone expecting to talk to Tom and it's Ted ..

Why don't you ask them how they spell there name and write it down then put them on hold. That way even if you forget you got it written down. =]

I used to have this problem. Now, when the person on the other end gives me their name, I say Hi using their name. This sets the name in my head long enough to get it written down.

These are normal reactions. Forgetting names and the mind going blank and being nervous when people are around is what a lot of people do.

The important thing is to remember the name of the caller, so do continue to write it down. If necessary, ask them to repeat their message, the line might be bad, you could be distracted, do not worry. If you are not clear on the message, repeat what they have said and ask them what they meant, repeat the answer to them to ascertain that you have understood it.

Practise makes perfect. You will grow more confident as time goes on and will look back on this and laugh.

The only thing I ask is that when you are in charge of staff, think of how you felt and try to understand how people can feel.

If you feel really nervous and unsure on the 'phone, just ask the person their name, fax or e-mail addy, or better still their 'phone number, ask what the query is and say you'll be right back. MAKE SURE YOU SORT IT IMMEDIATELY. Write down any necessary answers you are going to give and call back. If they still ask questions you're unsure of, just apologise and say you are new to the Company and still learning their system. I'm sure they will understand - we all have to start somewhere. The more questions you ask your superiors the better and they will be glad that they have such an enthusiastic member of staff. Stick to it and good luck.