Handling Emotional Behavior

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Presentation transcript:

Handling Emotional Behavior

Agenda Managing many things at once 5 Steps for Dealing with Emotional Behavior 3 Things to remember www.wilymanager.com

Emotional Behavior: Managing on many fronts The behavior itself The root cause(s) of the behavior The impact the behavior is having on you www.wilymanager.com

5 Steps to Managing Emotional Behavior Determine if the conversation can proceed Be aware of the impact the situation is having on you Articulate to the other person how you are being affected by the behavior Ensure the other person knows s/he has been heard Propose a path to resolution www.wilymanager.com

Determine if the conversation can proceed In some situations, the best course of action may be to adjourn until later in the day, or to the next day You MUST follow up. Do not avoid Does not apply to terminations www.wilymanager.com

Be Aware of the Impact the Behavior is having on you Be present and aware of what is occurring to you when in a highly emotional situation If you are emotionally compromised, you need to determine how that will impact the quality of the conversation www.wilymanager.com

Articulate how you are being affected When you are angry, defensive, or otherwise highly emotionally, calmly describe that to the others. Demonstrating anger, and articulating anger are completely different Focus on the situation, not the person www.wilymanager.com

Ensure the other feels heard You do not need to agree with them, but make sure the other person knows you have heard them. Acknowledging the other’s viewpoint may diffuse the situation. www.wilymanager.com

Propose a Path to Resolution Attempt to redirect the energy of the emotional behavior to a remedy or path to resolution If the other person is venting, you need to determine to what degree you will indulge this. www.wilymanager.com

3 Things to Remember It will go much better if you focus on the situation and not the person You need to be very aware of the affect the situation is having on you Face it head-on. Don’t avoid, yield or be manipulated. www.wilymanager.com