"(Situation & Task) Earlier in my admin career, I had a couple of clients who would be very aggressive on the phone when placing their orders. They weren't mean per se; they were just very straightforward and frank when they spoke to me. I knew that I needed to help these clients with their requests, but sometimes I would get so nervous about doing the wrong thing that I would blank out mentally and do the wrong thing anyways! (Action) To overcome these feelings of intimidation and ensure that I performed my admin tasks up to my employers' expectations, I made myself a telephone script and memorized it. This script helped me to remain on track with my tasks when those intimidating clients would call. (Result) My script worked very well because, rather than focus on getting the call over with, I began to focus on the conversation and what I should say or do to meet the clients' expectations. Over time, I became more confident, and I believe these clients could sense that, which is when they softened their approach with me."