emotional behaviorFive Steps for Handling Emotional Behavior.

1.Calmly Address the Emotional Behavior.  “I’m sensing some frustration (angry, hostility).”

2.Calmly Describe how it’s Impacting you and the Discussion.  “I’m not able to hear you as well as I’d like to right now.”

3.Determine if it is Possible to Continue Constructively.  “I’m hoping we can find a good way to talk about this and get to some good solutions.”

4.Propose an Approach for Joint refocusing on the Work Issue.  “I’d like us to avoid name calling and unkind words towards each other. I wonder if we could do that. Would that work for you?”

5.Express Support and Reassurance.  “I really want to us to succeed together.”