If you are concerned about the mental health or wellbeing of a team member, talking to them is an important first step. Having a wellbeing conversation can help you better understand how to support the team member. It is always better to intervene early rather than delay. Showing someone you care and linking them to...
In emotionally charged situations it can be difficult to have an effective conversation. Whether the conversation is with a client or a colleague, an emotional reaction can make it difficult to keep the conversation on track, stay focused on the key issues and challenges, and arrive at a mutually satisfying conclusion. Applying the following 7...
Emotional Responses Angry/Intimidating A person with an angry or intimidating emotional response may become, aggressive, abusive, threatening, loud or insistent. This may result in an instinctive anger or shock reaction in yourself: How dare you? Strategic Response: Bring calm and control to an intense situation Allow person to ventilate Do not interrupt Let them exhaust...
Clients facing challenging situations often want you to fix the problem they are experiencing. Although fixing the problem is not always achievable, you can considerably influence their emotional responses and behaviour during your interaction if you adopt a strategic approach. When clients are emotionally-charged, it can be difficult for us not to respond with similar...
