Emotionally charged situations should be discussed and resolved privately, away from other employees and especially customers!
In order to properly address an emotionally charged situation, I refer to a book which has been recommended to me time, and time again. The book, entitled The Four Agreements, is based on the fundamental principles important for harmonious living with respect and acceptance.
The agreements discussed include:
- Always do your best. Knowing best can change based on circumstance and physical state.
- Never make assumptions.
- Be impeccable with your word.
- Do not take anything personally.
The three keys to diffuse an emotionally charged situation is to first listen to each person separately, without comments or commitment. Second, ask questions and acknowledge the other person’s position by simply saying, “I hear you and understand your position.” It is important to acknowledge, respect and understand the stresses on both sides. Take the few minutes before to re-group and then communicate your thoughts and final decision on the matter. With these four harmonious principles as the foundation, there will always be room for open communication and respect. When positions are acknowledged and understood after they have been communicated in an acceptable way, everyone can amiably