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
- 2. Part 2: How to MANAGE Difficult Interactions
- 4. 1. 30,000FT VIEW Neutralize Misunderstanding Before It Turns Into Conflict 2. IN THE HEAT When The Difficult Interaction Is Unavoidable
- 6. 4 TIPS FOR MANAGING MISUNDERSTANDINGS Doing nothing is not a strategy!
- 8. You Don’t Have to Be Their BFF. 1. Respect Them
- 9. Establish Credibility and Trust. 1. Respect Them
- 11. Emotions are Contagious. 2. Be the Bigger Person
- 12. Kindness is Disarming. 2. Be the Bigger Person
- 14. Sometimes it’s Best to Limit or Eliminate Your Interaction. 3. Limit Interaction
- 15. 1 2 3 Choose Your Words Limit Interaction Be the Bigger Person Respect Them 4
- 16. Know Your Purpose. 4. Choose Your Words
- 17. Frame Your Message. 4. Choose Your Words
- 18. Don’t Just Hear, Listen. 4. Choose Your Words
- 19. 1 2 3 Choose Your Words Limit Interaction Be the Bigger Person Respect Them 4
- 20. THE HEAT
- 21. 4 TIPS FOR WHEN YOU’RE “IN THE HEAT”
- 23. Be Aware of Your Go-To Emotion When in Conflict. 1. Manage Your Emotions
- 24. Recognize the Source of Your Emotions. 1. Manage Your Emotions
- 25. Use Calming Strategies to Manage Your Emotions. 1. Manage Your Emotions
- 26. R.E.L.A.X. 1. Manage Your Emotions
- 29. Body Language Think About What the Following Examples Show
- 31. The Same Goes For Facial Expressions
- 33. 1 2 3 Watch Your Non-Verbals Manage Your Emotions Choose Your Words
- 34. Use an Assertive Approach. 3. Choose Your Words
- 35. When Using an Assertive Approach... • Use “I” statements • Hold yourself accountable • Make eye contact • Maintain an open and confident posture 3. Choose Your Words
- 36. Use Cooperative Language. 3. Choose Your Words
- 37. Use Cooperative Language By... • Emphasizing the present • Using words with reduced emotional impact 3. Choose Your Words
- 38. Listen. 3. Choose Your Words
- 39. Prove You’re Listening By... • Asking open-ended questions • Checking your understanding • Acknowledging their thoughts and feelings 3. Choose Your Words
- 40. 1 2 3 4 Watch Your Non-Verbals Manage Your Emotions Choose Your Words Be a Problem Solver
- 41. Uncover a Solution. 4. Be a Problem Solver
- 42. Uncover A Solution By... • Being open • Being positive • Being specific 4. Be a Problem Solver
- 43. Gain Buy-in. 4. Be a Problem Solver
- 44. Gain Buy-in By... • Emphasizing the benefits of the solution • Encouraging voluntary compliance • Showing support and appreciation 4. Be a Problem Solver
- 45. Avoid Criticism. 4. Be a Problem Solver
- 46. 1 2 3 4 Watch Your Non-Verbals Manage Your Emotions Choose Your Words Be a Problem Solver
- 47. Bonus Tip!
- 48. Normalize the Conversation Before Ending it. Bonus Tip