NOTE: This is the 5th and final FREE chapter from David’s upcoming book called “The Top 10 Sayings that can Change your life! – Life Lessons for teens and young adults”
To receive notification of when the final eBook with all 10 sayings/lessons becomes available please email me at email@example.com. I hope you enjoyed the stories and welcome your feedback!
Angela swiped her access card and walked into the call center at exactly 7:55am and was at her desk and logged in by 7:59am and the day’s work began. She was now in her second month at her new job in a call center and was starting to enjoy her new environment and getting to know some her new colleagues.
At the age of 22, it hadn’t been an easy life and she had been through quite a few harrowing experiences including child abuse, experimenting with and struggling with illicit drugs as well as a few failed and abusive relationships. Some of these has been physical, some emotional – but either way it just seemed to her that life just didn’t want to give her a break or allow her to find a decent guy, who didn’t either end up constantly putting her down, cheating on her, or abusing her in some way.
She had also been struggling financially with some credit card debts and had done a few jobs as a waitress but had decided she wanted something more permanent and a career which could offer her some more financial stability and independence in her life. Her father had left her mother when she was very young and she did not know much about him or whether he was in fact living or not. At the moment she still lived at home with her mother and things between them weren’t going particularly well either. Either it was constant bickering or her mother would often moan and complain about her various physical ailments, how terrible her estranged sister was – Angela’s aunty who Angela was actually quite fond of – and in general how men could not be trusted and so she should be very wary of them. And, up to this point in time it did seem that her mother was indeed right – although Angela was aware in the back of her mind that she didn’t really want this to become her own belief system too about men.
Coming into work was generally something Angela looked forward to each day. She was learning new skills and she enjoyed the interaction with customers over the phone, even though she sometimes really struggled with the ones who would get really rude or abusive.
The call center that she worked at was a debt collection call center in the Western Suburbs of Sydney. This was not an easy environment to work in, and you needed to have the gift of thick skin to handle not only the customers but some of the staff and team leaders who worked there too. Typically, if an employee got rattled by a customer some of the more abrasive staff would mock them and Angela had seen that happen so many times that she would try and not show her emotions and would sometimes have to run off to the toilets to cry in solitude.
Aside from these difficult issues, Angela had started to make friends with some of the employees and they would on occasion go out together for a drink after work. She wanted to be popular and well liked and so she would often go out with some of the women and men who seemed to be very outgoing, exciting and who often seemed to win favour with the team leaders.
Invariably, after a typical night of excessive drinking, someone in the group would pull out some ecstasy or cocaine and pressure the others to have some.
Angela had been clean for the past year and it had taken her going into a drug rehabilitation center to get her back onto the path she was now trying to go down. However, the temptation was just too great – and wanting so much to fit in and be well liked – she would often give in. Needless to say, this started to affect her emotional well-being, her relationship with her mum deteriorated, and then her performance at work started to suffer too.
She found it harder and harder to handle the difficult customers. However, she was a very attractive woman and had caught the eye of one of the team leaders and he had been covering for her with management when she didn’t handle a call well or if she came late. Angela had become anxious and concerned as she moved closer to the end of her three month probation period as this was a crucial time for her because she could obviously lose the job if her performance or conduct was not satisfactory.
At the same time that Angela had started in the job, a new human resources manager had also taken up his new position overseeing the 100 or so employees at the call centre. Word had it that the previous HR Manager had left after only a few months because she couldn’t handle the culture in the company. The new HR Manager, Ray, had said hello to Angela and chatted briefly to her every now and then when they were in the office lunch area and he seemed to her to be a genuine and caring person.
One morning, after another long night out with her new circle of friends, Angela was late for work yet again and when she sat down at her desk at 8:30am, she was chastised by Brett – a team leader who she was not very familiar with. Brett took his role as a team leader seriously. He was known by others in the team as someone who was firm but fair and who would be willing to support you as long as you were open with him and put your best effort in.
Already feeling quite rough from the night before, with a headache and the stress brewing from her tardiness and then the dressing down by Brett, Angela was starting to feel quite anxious and emotional, and felt her confidence and insecurities began to unravel.
Thoughts started to rumble in her mind about how her life once again seemed to be moving in the exact opposite direction from the one she had intended herself to go down.
She had made such a firm commitment to herself after coming out of the drug rehabilitation clinic that she was going to turn her life around. Now, she started mentally beating herself up for being so weak and stupid. She couldn’t believe how quickly she had let herself go sliding down the old familiar pathway. As these thoughts began to swarm around inside her mind, she found it almost impossible to focus on her work or concentrate on what she had to say to the clients.
When an angry customer call came in at 10:30, she simply couldn’t handle it anymore. Angela cut the angry customer off mid-sentence, put her head-set down and ran off in the direction of the ladies toilets, barely able to hold back the river of tears.
Brett, immediately noticed her running off and went over to an older female team leader named Tahnee and asked if she wouldn’t mind going to have a check on Angela. Tahnee gave it a few minutes and then went into the toilets. She could see one stall door closed and could hear muffled sobs coming from the cubicle.
“Angela? Are you okay?” she asked.
“Yes, I’m… fine… thanks. I will be out in a second”, said Angela trying as hard as she could to sound confident but not doing a very good job of it.
“It’s okay if you’re upset about something honey, you don’t have to hide in the cubicle. Come on out”, Tahnee said, hoping Angela would hear that she was being sincere and trust her enough to come out.
Angela decided it didn’t matter now, if she was going to get fired then too bad. That’s just the way her fate-filled life always seemed go, no matter what she did. She wiped her blotchy eyes with some toilet paper, stood up and slowly exited the cubicle.
Tahnee could see immediately the sadness and fear in Angela’s eyes as she opened the door and stepped into the main area of the toilets.
“What’s going on honey? Brett and I are concerned about you” she said.
“It’s nothing. Just something going on at home that has put me off today”, she Angela.
“We all have things that affect us that we bring with to work sometimes. We’re only human. Brett and I have noticed that you started off so well and seemed to be enjoying it here but then something changed and you have been coming in late a few times and also running off to the toilets every now and then” said Tahnee.
Angela recognised the genuineness of the look of concern on Tahnee’s face and made a snap decision that she would trust her.
Tears again welled up in her eyes and she told her a bit about what had been going on. She didn’t say anything about the drugs but told her of the late nights drinking, trying to fit in and struggling with the myriad of rude customers.
When she was finished, Tahnee gave her a quick hug and advised her to take the rest of the day off but that she must first ensure that she made an appointment to speak to Ray, the HR Manager.
Tahnee explained that she had had a few discussions with Ray since he started and was very impressed with his way of handling people and situations. She also felt he would be a good source of support for Angela.
Still feeling embarrassed, Angela said “If it’s okay with you I will try and stay at least until lunch time. I don’t want the team thinking there is something wrong and then we can say that I had to go home because I wasn’t feeling well?”
“That’s fine. I will let Brett know. But just pop past Ray’s office. I am sure he was free when I walked past earlier” said Tahnee and she turned and went out of the toilets.
Angela felt quite relieved and surprised at the response she had gotten. She was really thinking that she was going to lose her job and was still very worried that this would be the case given her recent drop in performance and now admitting to Tahnee that she had been going out drinking with the others quite often.
Angela went out of the toilets and walked straight to Ray’s office.
Ray was focused on his computer screen when Angela walked into the office. The office had a bookshelf filled with human resource and psychology books and an L-shaped desk with two chairs in front of it.
“Hi Ray. Tahnee suggested I come and talk to you. Can I chat to you for a minute… or make a time to come and see you?” she said.
Ray noticed her demeanor and immediately got up and motioned her to sit down as he closed the office door. “Of course Angela, that’s what I’m here for. Have a seat”.
“Thank you” said Angela and sat down in one of the chairs while Ray went back around and sat in his chair.
“What’s happening?” asked Ray.
Angela hesitated for a moment, looking down at her hands and twisting the tissue she had been holding around and around. “I am struggling with a few things at the moment and I’m worried about passing probation. Some things have been happening and I’m not sure how to handle them or change them” she said.
“Well, why don’t we talk about it? I will keep everything confidential and between us unless there is something illegal happening at work in which case I have a responsibility to take action. Is that ok?” he asked.
“Yes, that’s fine. It’s more personal and outside of work, but as I said it’s impacting on my emotional state and my performance” she said.
Angela’s eyes happened to look behind Ray for a moment to some of the certificates on his wall and she saw that one showed he had a degree in psychology. She immediately started to worry about how much to say.
Ray noticed where her eyes had gone and smiled, “Don’t worry I’m not going to psycho-analyse you or ask you to lie down on my couch. As you can see, I don’t even have a couch”.
Angela smiled for the first time that day. She relaxed a little more and again decided she would trust that talking about what was happening would be better than trying to pretend everything was alright.
“Well, things haven’t been easy for me in my life so far. I’ve been through a few things and the last few years I have been trying my best to straighten things out and get my life back on track. Getting this job was a huge step in the right direction for me and I was so excited when I got the offer. I don’t have a lot of friends and so I also liked the idea of making friends with some of the others here and I did and started to join them socially when they would go for drinks after work. I have been trying to avoid alcohol and to exercise and stay healthy and fit but it all seems to be unravelling now. This has impacted on me at work. I’ve come late a few times and my performance hasn’t been what I know I’m capable of plus I have been struggling with some of the clients when they react badly” she said. She couldn’t bring herself to mention anything about the drugs at this stage.
“Well, firstly let me just say that this isn’t an easy work environment Angela. So number one, don’t be too hard on yourself. It takes quite a thick skin to not be affected by how some of the customers can react to the work we do. We do suffer from high turnover rates in the call center, it’s something that I was asked to address as part of my role here. Second, this is new for you and it will take time for you to get the hang of how to deal with these situations. We can definitely look into getting you onto a course on how to deal with difficult customers if you’re interested?” he asked.
“Thanks, that would help” said Angela.
“Okay I will speak to your team leader about it. So, what do you feel might be the best thing to help start turning things around for you, especially in terms of this group of employees you are spending time with after work?” asked Ray.
“I don’t know Ray, I want to make this work but I also want people here to like me and I have enjoyed being social again after withdrawing from people for a while” said Angela.
“Well, I get that. But here’s the thing; birds of a feather flock together and sometimes we need to take a closer look at the people that we are spending time with and think more carefully about whether they are the right sort of people we want to associate with. Does that make sense?” said Ray.
“Yes, it does. But I always seem to gravitate to people who aren’t good for me somehow. Even when I am trying to change my life, it seems these people keep showing up who at first seem right and then I end up in a bad situation” she said, looking a bit defeated.
“Well, I know this may sound weird but you know this is a very common occurrence that we keep attracting the same kinds of people into our lives because maybe we haven’t learnt a lesson from before about who we are and what we really want and deserve. Sometimes it is because we have some belief that we can only attract certain kinds of people into our lives” said Ray, wondering if Angela was now thinking he was the one who should be analysed.
“I guess I have heard stories about women who keep leaving one abusive relationship and think they have found someone different but that person ends up being abusive too. Or people attracting partners with similar character traits”, said Angela. She had read a bit about these kinds of cycles after having gone through her previous relationships.
“Exactly. So it becomes really important as we go through life and start to understand more about ourselves and who and what we seem to be attracting that we think and believe about ourselves is a big part of who and what keeps showing up.
“In some way, we are attracting or even just allowing those kinds of people into our lives. Sometimes, we think we have figured it out and then someone shows up and we start to see, or mostly refuse to see, the same issues we had with someone else before. But we still allow those people to be in our lives or for a relationship or friendship to develop with them. And somewhere down the track we realize we are right back where we started or we are living the same relationship over again” said Ray.
Ray continued watching Angela closely – he suspected there was more to her story and it was not merely friendships she was concerned with, but potentially impacts from a negative or abusive relationship from the past. Angela continued to listen intently to what he was saying and he could see she was relating it to her own experience.
“So are you saying I need to end the friendships with the group that goes out drinking?” she asked.
“Well, I’m not saying you have to do anything. I am saying that you need to think about the kinds of people who may be good for you and who can support you on the new path you say you want to go down and also the kinds of people who are likely to be the opposite of that. I’m not saying you have to just cut them off, you could still be friendly to them at work but maybe not go out with them too often. Cut back on it and start to look around and see if there may be others in the call center you can start to build friendships with” said Ray.
“Yeah, I guess you’re right. It’s going to be hard though and some of them might start to avoid me or treat me differently” said Angela, thinking about the team leader who liked her and had been covering for her.
“I know it won’t be easy but you have support here too. You have Brett and Tahnee and you have me too. I have the feeling this might apply not just to your work but other parts of your life too. So maybe it’s a good lesson to learn now that will stand you in good stead for the future. Especially in terms of your work and career” said Ray.
“Yes, but I don’t want to feel uncomfortable at work. What if they say something to me or do something to me?” she asked.
Ray considered her question for a moment.
“You know, we all want to be liked – well most of us anyway. Most people want to be accepted and liked and this is why high school can be such a difficult time for so many people. Trying to find out exactly who you are, going through changes and moving from your youth through your childhood to an independent adult is challenging. Throw in trying to deal with peer pressure and fitting in and you have a recipe for disaster for many people’s self-esteem and ability to be individuals” said Ray.
Ray continued, “Seems to me that once people leave high school and go on to other environments they come into their own and feel much more able to just be who they are. University or College is usually a good place for that. But sometimes, people go into work environments and the same dynamics play out. You can’t avoid the dynamics of human interactions in groups. Hierarchies, politics, who is seen as “popular”, unfortunately this does still happen in the workplace. But you don’t have to conform to this Angela. There was a famous psychologist named Abraham Maslow who studied people who were seen to be very successful in their chosen fields. He called these people ‘self actualisers’ and said that those people who self-actualise in life – in other words they become the full potential of who they can be – are mostly people who are ‘independent of the good opinion of other people’. Notice he said, the good opinion of other people because they don’t even care if people think they are good or right in what they are doing and they certainly don’t care if people think negatively about them. This is not an easy thing to achieve but you can see examples of these types of people all over. Steve Jobs was one of them” said Ray with a smile, lifting up his iPhone.
Angela was absorbing all that Ray had been saying to her and felt a lot better about herself and the relief now showed in her face. She could see how she had fallen into the trap of wanting others to approve of her and how that had often just led to frustration, heartbreak or worse. She also realised that if it’s true that birds of a feather flock together then she should probably think more carefully about what kind of bird she was or wanted to be.
“Thanks Ray. I really appreciate your help. Going to try my best to think about what you have said and start implementing it more in my life” she said.
“You’re welcome Angela. I’m here if you need moral support while you make these changes. You have potential and talent. Brett and Tahnee have both said this to me” he said.
Angela looked quite surprised and she smiled. “That’s really nice to hear, thanks again. And thanks for not judging or analysing me Ray – God knows I’ve had enough of that in my life”.
“Like I said, no couch to lie on here and besides if there was I may end up on it myself and you may have to counsel me so best I stick to a desk and chairs”.
Angela smiled and walked out of the office with a feeling of hope that maybe, just maybe, things could finally start to work out for her.
David Fox is a psychologist and the author of Change your Life! Hope and Healing for Anxiety and Depression.