Two coworkers, one sitting and one standing, having an emotionally charged conversation in an office setting.

Instructor-Led Training

How to Handle Emotionally Charged Situations in the Workplace

Have you ever been confronted by an angry co-worker or had to deliver bad news you knew would set someone off?

Workplaces are stressful and there are plenty of triggers for strong negative emotions. If you’re like most people, you’d prefer to avoid these uncomfortable situations. But avoidance doesn’t usually work for long.

In this LIVE, interactive, virtual seminar, you'll discover how to handle tense situations and emotionally-charged behavior in a calm, reasonable way. This course prepares you with practical advice for keeping your cool and knowing what to say and do to de-escalate the conflict around you, preserve your work relationships and get on with your day.

Course Outcomes

Maintain emotional balance and control even when negative things happen
Use empathy, people smarts and a repeatable plan to resolve conflict before it escalates
Gain control where you can — your own emotional reactions and the words you choose
Transform tense situations using a rational, positive approach
Strengthen relationships by becoming more conscious of what others are feeling and thinking

Course Agenda

Instructor-Led Training

Print Agenda

Session 1: Achieving Emotional Balance

Session 2: Using Self-Awareness and Empathy to Tackle Conflict in its Early Stages

Session 3: Controlling Your Reactions

Session 4: Tactful Communication for Difficult Situations or People

Communication techniques to fall back on when facing a difficult conversation
Tools to help you work through disagreements or misunderstandings
How to reword what you’re saying so you don’t make things worse when dealing with difficult people
Tactics to say “No,” deliver bad news or give constructive feedback with fewer negative effects
Techniques for calming an angry person so they’ll be receptive to your words

Session 5: Assessing and Resolving Conflicts

Session 6: Using Social Awareness and Communication Flexibility to Strengthen Relationships

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