1. Handling Emotional Behavior

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

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

4. 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

5. 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

6. 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

7. 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

8. 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.

9. 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.

10. 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.