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Difficult interactions - Part 2

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This is part two of two installments on how to manage difficult interactions. It focuses on how to neutralize misunderstandings before they turn into conflict as well as what to do when the difficult interaction is unavoidable.

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Difficult interactions - Part 2

  1. 1. Part 2: How to MANAGE Difficult Interactions
  2. 2. 2 PRONG APPROACH
  3. 3. 1. 30,000FT VIEW Neutralize Misunderstanding Before It Turns Into Conflict 2. IN THE HEAT When The Difficult Interaction Is Unavoidable
  4. 4. 30,000FT VIEW
  5. 5. 4 TIPS FOR MANAGING MISUNDERSTANDINGS Doing nothing is not a strategy!
  6. 6. 1 Respect Them
  7. 7. You Don’t Have to Be Their BFF. 1. Respect Them
  8. 8. Establish Credibility and Trust. 1. Respect Them
  9. 9. 1 2 Be the Bigger Person Respect Them
  10. 10. Emotions are Contagious. 2. Be the Bigger Person
  11. 11. Kindness is Disarming. 2. Be the Bigger Person
  12. 12. 1 2 3 Limit Interaction Be the Bigger Person Respect Them
  13. 13. Sometimes it’s Best to Limit or Eliminate Your Interaction. 3. Limit Interaction
  14. 14. 1 2 3 Choose Your Words Limit Interaction Be the Bigger Person Respect Them 4
  15. 15. Know Your Purpose. 4. Choose Your Words
  16. 16. Frame Your Message. 4. Choose Your Words
  17. 17. Don’t Just Hear, Listen. 4. Choose Your Words
  18. 18. 1 2 3 Choose Your Words Limit Interaction Be the Bigger Person Respect Them 4
  19. 19. THE HEAT
  20. 20. 4 TIPS FOR WHEN YOU’RE “IN THE HEAT”
  21. 21. 1 Manage Your Emotions
  22. 22. Be Aware of Your Go-To Emotion When in Conflict. 1. Manage Your Emotions
  23. 23. Recognize the Source of Your Emotions. 1. Manage Your Emotions
  24. 24. Use Calming Strategies to Manage Your Emotions. 1. Manage Your Emotions
  25. 25. R.E.L.A.X. 1. Manage Your Emotions
  26. 26. espectR E L A X mpathize isten cknowledge pecte
  27. 27. 1 2 Watch Your Non-Verbals Manage Your Emotions
  28. 28. Body Language Think About What the Following Examples Show
  29. 29. The Same Goes For Facial Expressions
  30. 30. 1 2 3 Watch Your Non-Verbals Manage Your Emotions Choose Your Words
  31. 31. Use an Assertive Approach. 3. Choose Your Words
  32. 32. When Using an Assertive Approach... • Use “I” statements • Hold yourself accountable • Make eye contact • Maintain an open and confident posture 3. Choose Your Words
  33. 33. Use Cooperative Language. 3. Choose Your Words
  34. 34. Use Cooperative Language By... • Emphasizing the present • Using words with reduced emotional impact 3. Choose Your Words
  35. 35. Listen. 3. Choose Your Words
  36. 36. Prove You’re Listening By... • Asking open-ended questions • Checking your understanding • Acknowledging their thoughts and feelings 3. Choose Your Words
  37. 37. 1 2 3 4 Watch Your Non-Verbals Manage Your Emotions Choose Your Words Be a Problem Solver
  38. 38. Uncover a Solution. 4. Be a Problem Solver
  39. 39. Uncover A Solution By... • Being open • Being positive • Being specific 4. Be a Problem Solver
  40. 40. Gain Buy-in. 4. Be a Problem Solver
  41. 41. Gain Buy-in By... • Emphasizing the benefits of the solution • Encouraging voluntary compliance • Showing support and appreciation 4. Be a Problem Solver
  42. 42. Avoid Criticism. 4. Be a Problem Solver
  43. 43. 1 2 3 4 Watch Your Non-Verbals Manage Your Emotions Choose Your Words Be a Problem Solver
  44. 44. Bonus Tip!
  45. 45. Normalize the Conversation Before Ending it. Bonus Tip

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