Lesson 2: Staying Calm and Thinking Clearly
Objective: Teach students how to remain calm under pressure and think step by step.
Content:
- Take a deep breath – slow down.
- Use polite, short phrases while thinking:
“Let me check that for you…”
“I’m looking into this right now.” - Avoid panic or guessing. It’s okay to say:
“Let me ask my supervisor to help.”
Activities:
- 🎬 Watch a video of an agent staying calm vs. one who panics.
- 🧠 Practice a simple breathing technique (box breathing).
- ✅ Checklist: “What to Do When You Don’t Know the Answer”
