It's $8$am$,$ and you arrive for your shift as a customer service advisor. You soon find out that a number of your colleagues have called in sick today. This means you will have a much higher number of calls to answer, and customers will likely be annoyed by the extra waiting time. It is only your second week at work.

How do you feel?

From the list below, please pick the option that reflects what you would most likely feel.

Pragmatic. You know there is little you can do about the situation, so expect some angry customers.

Focused. You concentrate on working as well as you can under the circumstances.

Uncertain. You know it will be a difficult day and hope your performance is not affected.

Challenged. You know your customers may be angry about having to wait, and speaking to them will be difficult for you.

Determined. You know it will be a difficult day, but it is important you remain calm and upbeat for your customers.