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Responding to Emotions & Aggression

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Lesson:

Responding to Emotions & Aggression

Course: Dynamic Dialogues
Module: Emotional Intelligence & Feedback
Lesson Type: Video
Lesson Duration: 1:19

Lesson Content

When dealing with someone who is taking an emotional or aggressive tactic it's important to give them the time and space to express themselves. Don't interrupt or try to appease; listening quietly is a way to build trust by making them feel heard without judgment, gives them the opportunity to vent and diffuse some of the tension and emotional intensity that they have been building up, and allows you to maintain focus on your initial intention and desired outcome.

When appropriate, ask questions in response to what they said. If you move forward with your own agenda you will interrupt the flow of a healthy communication cycle and fail to establish the trust and reciprocity required for a dynamic dialogue. Also, by asking questions related to your intention and outcome you demonstrate openness, curiosity, and sensitivity to their wants while staying focused on the need of the relationship, which is to serve your mutual purpose.

Asking questions is also a way of doing additional research that extends beyond your personal observations or the second-hand reports you’ve received about whatever issues you are addressing. Curiosity is a great antidote to judgment, however, sometimes it is your job as an HR professional or even ethical obligation to extend judgment and offer feedback and guidance. And this is where you need to find the appropriate balance between empathy and assertiveness.

Instructor:

Stacey Zackin

If Stacey were a Super Hero, she'd be The Status Quo Buster. With 15+ years of experience in human behavior, management, and entertainment, Stacey merges psychology, strategy, and imagination to...

Stacey's Full Bio

Module 1 0/4

Setting The Foundation

Welcome and Course Overview

Dialogue Defined

Psychology, Biology & Emotions

Why Dynamic Dialogue?

Module 2 0/4

Communication & Conflicts

The Communication Cycle

Levels of Conflict

Conflict Sources

Conflict Management Styles

Module 3 0/4

Emotional Intelligence & Feedback

Emotional Intelligence

Being Assertive

Responding to Emotions & Aggression

The Concept of Radical Candor

Module 4 0/2

Four Fields of Conversation

Four Fields Defined

The Conversation Challenge

Module 5 0/3

Skills & Techniques

Important Skills

Storytelling

Helpful Techniques

Module 6 0/3

Goals & Outcomes

Goals of Dynamic Dialogues

Mutual Purpose

The Chaordic Path: Harmony vs. Chaos

Module 7 0/2

Conclusion

Obstacles to Dynamic Dialogues

Closing Remarks

Module 8 0/11

Interview

Why Dynamic Dialogue

Communication Cycle

Constructive Problem Solving

Emotional Intelligence

Self-Awareness and Self-Management

Storytelling

Shared Mission

Mitigation and Escalation

Feedback Sandwich

Honoring Emotions

Clear Intentions

Module 9 0/3

Role Play

Communicating a Message in a Way That Fullfills Intention

Emotions and Aggression

Quiz

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