difficult interactions - part 2
TRANSCRIPT
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Part 2:How to MANAGEDifficult Interactions
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2 PRONG APPROACH
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1. 30,000FT VIEW Neutralize Misunderstanding Before It Turns Into Conflict
2. IN THE HEAT When The Difficult Interaction Is Unavoidable
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30,000FT VIEW
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4 TIPS FOR MANAGING MISUNDERSTANDINGS
Doing nothing is not a strategy!
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Respect Them
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You Don’t Have to Be Their BFF.
1. Respect Them
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Establish Credibilityand Trust.
1. Respect Them
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Be the Bigger Person
Respect Them
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Emotions are Contagious.
2. Be the Bigger Person
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Kindness is Disarming.
2. Be the Bigger Person
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Limit Interaction
Be the Bigger Person
Respect Them
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Sometimes it’s Best to Limit or Eliminate
Your Interaction.
3. Limit Interaction
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Choose Your Words
Limit Interaction
Be the Bigger Person
Respect Them
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Know Your Purpose.
4. Choose Your Words
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Frame Your Message.
4. Choose Your Words
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Don’t Just Hear, Listen.
4. Choose Your Words
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Choose Your Words
Limit Interaction
Be the Bigger Person
Respect Them
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THE HEAT
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4 TIPS FOR WHEN YOU’RE “IN THE HEAT”
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Manage Your Emotions
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Be Aware of Your Go-To Emotion When in Conflict.
1. Manage Your Emotions
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Recognize the Source of Your Emotions.
1. Manage Your Emotions
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Use Calming Strategies to Manage Your Emotions.
1. Manage Your Emotions
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R.E.L.A.X.
1. Manage Your Emotions
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espectRELAX
mpathize
isten
cknowledge
pecte
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Watch Your Non-Verbals
Manage Your Emotions
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Body LanguageThink About What the Following Examples Show
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The Same Goes For
Facial Expressions
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Watch Your Non-Verbals
Manage Your Emotions
Choose Your Words
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Use an Assertive Approach.
3. Choose Your Words
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When Using an Assertive Approach...
• Use “I” statements• Hold yourself accountable• Make eye contact• Maintain an open and confident posture
3. Choose Your Words
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Use Cooperative Language.
3. Choose Your Words
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Use Cooperative Language By...
• Emphasizing the present• Using words with reduced emotional impact
3. Choose Your Words
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Listen.
3. Choose Your Words
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Prove You’re Listening By...
• Asking open-ended questions• Checking your understanding• Acknowledging their thoughts and feelings
3. Choose Your Words
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Watch Your Non-Verbals
Manage Your Emotions
Choose Your Words
Be a Problem Solver
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Uncover a Solution.
4. Be a Problem Solver
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Uncover A Solution By...
• Being open• Being positive• Being specific
4. Be a Problem Solver
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Gain Buy-in.
4. Be a Problem Solver
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Gain Buy-in By...
• Emphasizing the benefits of the solution• Encouraging voluntary compliance• Showing support and appreciation
4. Be a Problem Solver
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Avoid Criticism.
4. Be a Problem Solver
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Watch Your Non-Verbals
Manage Your Emotions
Choose Your Words
Be a Problem Solver
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Bonus Tip!
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Normalize the Conversation Before Ending it.
Bonus Tip
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