Experiencing Stage Fright

It's common to feel nervous before speaking publicly. Like many others, I often worried about forgetting my lines, whether my presentation was clear, or how I would handle unexpected questions. The fear of making mistakes loomed large in my mind.

My Journey Begins

In 1998, I was a technical support representative at a major telecommunications firm, having joined the customer care team just six months prior. My supervisor often reprimanded me for not transferring technical calls to the appropriate department. I argued that I could resolve the issues myself, but he insisted, “that’s not your responsibility; pass it along.”

Frustration mounted as I questioned why I should put a customer on hold and wait several minutes when I could resolve their problems directly. My boss prioritized statistics, particularly call duration, over first-call resolutions—a frustrating realization I came to after fifteen years in various roles within call centers.

Navigating Workplace Challenges

After months of heated discussions, I eventually requested a disciplinary meeting to address my grievances. During this meeting, I presented my case to a panel of senior executives, who seemed unresponsive. When I returned for the verdict, I was astonished to learn that I had been promoted to a technical support role, which was the position they believed suited me best. My supervisor was furious, wanting me dismissed, yet I received an unexpected elevation.

Taking Initiative

Following the company's acquisition of a smaller communications firm, there arose a need for training programs for customer service agents transitioning to technical support. However, my organization lacked technical trainers. Seizing the opportunity, I independently developed a comprehensive training program that spanned roughly one month.

When I sought to present my proposal to the call center manager, he brushed me off, believing I possessed the requisite skills to execute the task. Undeterred, I decided to approach the regional manager instead.

Successfully Pitching My Idea

It wasn't easy to gain the regional manager's attention, but I devised a strategy. One day, while he was having lunch in the canteen, I approached him and mentioned that the call center manager had a training proposal for him. He took the bait, reviewed my document, and found it compelling. Soon, he discussed it with the call center manager.

Returning to the office was tense; they both demanded explanations. Ignoring their inquiries, I began sharing some modifications I believed were necessary for the training program. The regional manager chuckled and remarked, “You don’t take no for an answer, do you?”

Thirty minutes later, I was summoned back to the meeting room, where I was challenged to draft the entire training program in just twenty-five days. If my work met approval, the position would be mine.

Facing My Limitations

Despite my dyslexia and limited writing skills, I boldly agreed to the challenge on my terms. With the support of two colleagues and our laptops, we worked from home, which fueled my sense of worth within the company.

In just twenty-one days, we completed the course, although it expanded from four to six weeks. Due to time constraints, the company agreed to trial the six-week program.

Stepping Out of My Comfort Zone

Now promoted, I was tasked with presenting to the newly acquired call center staff about the training program. The thought of addressing 5,000 people for twenty minutes was overwhelming; I felt completely out of my depth.

Despite my apprehension, I realized I had no choice; this was a directive, not a request. With the training program finalized, I felt vulnerable yet resolved to accept the challenge.

Overcoming Fear with Practical Advice

In search of guidance, the best advice I received was to picture myself speaking in front of 5,000 naked individuals—an idea I found utterly ridiculous. I was a young man filled with energy, and the thought of being surrounded by young women only heightened my anxiety about maintaining composure.

Instead, I consulted a friend who suggested I practice speaking to him from a distance in a park. This method would help me project my voice while building my confidence.

A Game-Changing Revelation

I sought inspiration from someone who captivated their audience effortlessly: the local vicar. I admired how they held attention without interruption and how they projected their voice.

With the vicar's encouragement, I realized I was well-versed in the topic since I had authored the content. I le