Part 2:How to MANAGEDifficult Interactions

2 PRONG APPROACH

1. 30,000FT VIEW Neutralize Misunderstanding Before It Turns Into Conflict

2. IN THE HEAT When The Difficult Interaction Is Unavoidable

30,000FT VIEW

4 TIPS FOR MANAGING MISUNDERSTANDINGS

Doing nothing is not a strategy!

1

Respect Them

You Don’t Have to Be Their BFF.

1. Respect Them

Establish Credibilityand Trust.

1. Respect Them

1

2

Be the Bigger Person

Respect Them

Emotions are Contagious.

2. Be the Bigger Person

Kindness is Disarming.

2. Be the Bigger Person

1

2

3

Limit Interaction

Be the Bigger Person

Respect Them

Sometimes it’s Best to Limit or Eliminate

Your Interaction.

3. Limit Interaction

1

2

3

Choose Your Words

Limit Interaction

Be the Bigger Person

Respect Them

4

Know Your Purpose.

4. Choose Your Words

Frame Your Message.

4. Choose Your Words

Don’t Just Hear, Listen.

4. Choose Your Words

1

2

3

Choose Your Words

Limit Interaction

Be the Bigger Person

Respect Them

4

THE HEAT

4 TIPS FOR WHEN YOU’RE “IN THE HEAT”

1

Manage Your Emotions

Be Aware of Your Go-To Emotion When in Conflict.

1. Manage Your Emotions

Recognize the Source of Your Emotions.

1. Manage Your Emotions

Use Calming Strategies to Manage Your Emotions.

1. Manage Your Emotions

R.E.L.A.X.

1. Manage Your Emotions

espectRELAX

mpathize

isten

cknowledge

pecte

12

Watch Your Non-Verbals

Manage Your Emotions

Body LanguageThink About What the Following Examples Show

The Same Goes For

Facial Expressions

12 3

Watch Your Non-Verbals

Manage Your Emotions

Choose Your Words

Use an Assertive Approach.

3. Choose Your Words

When Using an Assertive Approach...

• Use “I” statements• Hold yourself accountable• Make eye contact• Maintain an open and confident posture

3. Choose Your Words

Use Cooperative Language.

3. Choose Your Words

Use Cooperative Language By...

• Emphasizing the present• Using words with reduced emotional impact

3. Choose Your Words

Listen.

3. Choose Your Words

Prove You’re Listening By...

• Asking open-ended questions• Checking your understanding• Acknowledging their thoughts and feelings

3. Choose Your Words

12 3 4

Watch Your Non-Verbals

Manage Your Emotions

Choose Your Words

Be a Problem Solver

Uncover a Solution.

4. Be a Problem Solver

Uncover A Solution By...

• Being open• Being positive• Being specific

4. Be a Problem Solver

Gain Buy-in.

4. Be a Problem Solver

Gain Buy-in By...

• Emphasizing the benefits of the solution• Encouraging voluntary compliance• Showing support and appreciation

4. Be a Problem Solver

Avoid Criticism.

4. Be a Problem Solver

12 3 4

Watch Your Non-Verbals

Manage Your Emotions

Choose Your Words

Be a Problem Solver

Bonus Tip!

Normalize the Conversation Before Ending it.

Bonus Tip