When I make phone calls for work I have to psych myself out before making the call. Also I get prepared as much as possible, what am I going to ask exactly, if need to leave a voicemail message, have to think about and make an effort to talk slowly since my natural inclination is to talk fast sometimes. Occasionally have someone who goes off the deep end and they’re angry about something out of my control so need to talk calmly and sometimes as a last resort refer them to a supervisor. It takes discipline to remain completely calm when the other person on the phone is upset and irrational.