3 keys for managing emotional conversations

by granthony on Oct 06, 2010

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A job aid for managers and individual team members on the 3 steps to managing emotional or uncomfortable conversations. Great tool for customer service professionals.

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A job aid for managers and individual team members on the 3 steps to managing emotional or uncomfortable conversations. Great tool for customer service professionals.

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3 keys for managing emotional conversations — Presentation Transcript

3 Keys to Managing Emotional Conversations
Acknowledge emotions. No progress can be made until people feel their emotions are acknowledged. Ex: “This situation sounds very frustrating for you and I can understand why it would be.”
Plan a solution.Even when you don’t know what the solution will be, discuss a plan for getting there.Ex: “I don’t have all of the answers to your questions yet. But I will speak with our business unit leadership throughout the week. I will update you by end of day Friday.”
Give back some control.Emotions are most volatile when people feel vulnerable. Provide opportunities to engage in the resolution of the issue at hand.Ex: “I will share your ideas our leadership; I encourage your to submit them to the employee feedback mailbox, as well.”
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3 keys for managing emotional conversations

by granthony on Oct 06, 2010

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3 keys for managing emotional conversations — Presentation Transcript