Workplaces can be emotionally charged environments. It’s only natural for emotions to surface at work!
Whether it’s a tight deadline, a miscommunication, or just a stressful day – it happens. These can all contribute to heightened emotions at work.
But it’s how you handle those moments that make all the difference.
Spoiler: Telling someone “You need to calm down” is NOT how to do this!
So how can we create an environment where people feel heard and supported, rather than dismissed or frustrated? It’s all about maintaining a balance between addressing the issue at hand and respecting the emotions involved.
In this post, we’ll explore some simple “Do’s and Don’ts” for navigating those tense moments and keeping your team’s morale high.
Ready to learn how to handle those tricky situations with confidence? Let’s dive in!
The Dos: How to Effectively Manage Workplace Emotions
1. Do Practice Active Listening
When tensions start to rise, it’s crucial to listen first and react second. Active listening is your secret weapon – it helps you understand where the other person is coming from and allows you to respond with empathy and thoughtfulness. Instead of getting caught up in the delivery or jumping to conclusions, focus on what’s being said and acknowledge the emotions behind it. This helps to create a more open, understanding conversation.
For example, rather than interrupting or brushing off someone’s concerns, try reflecting back what you’ve heard: “I hear that you’re frustrated with the deadline. Let’s work together to figure out how we can navigate it.”
2. Do Stay Cool, Calm & Collected
Keeping your cool in emotionally heightened situations obviously benefits you, but it also sets a positive example for your team! It’s totally natural to feel frustrated or upset, but the way you choose to react can make all the difference.
Taking a moment to breathe or pausing before responding can help you stay grounded.
Pro tip: Try grounding techniques like taking a few deep breaths or stepping away for a minute to clear your head. It’s a simple but powerful way to regain control and handle the situation with a clear mind. Remember – you’re in control of how you choose to act!
3. Do Address Issues Directly, Not Personally
When navigating emotionally charged environments, it’s important to focus on the issue, not the person. Keeping the conversation centred on the problem (not the individual) helps prevent defensiveness and opens the door for more productive, collaborative problem-solving.
Here are some examples of what this can look like:
- Instead of saying: “You don’t know what you’re talking about. Your idea is terrible.”
- Try: “I see things a little differently regarding this strategy. Can we explore both approaches and discuss the potential pros and cons of each?”
- Instead of saying: “You messed up with the client again!”
- Try: “We’ve received some feedback from the client about [specific issue]. Let’s review what happened and how we can address their concerns.”
4. Do Offer Growth-Oriented & Future-Focused Feedback
If someone’s behaviour is off-track, address it in a way that encourages growth. Frame your feedback to be clear, actionable, and non-confrontational. Focus on the specific behaviour and its impact, but also offer guidance on how to improve.
For example, instead of just pointing out the issue, try something like: “I noticed that your voice became raised during the meeting. It can be difficult for others to feel heard when the tone becomes elevated. Let’s work on communicating calmly and respectfully moving forward.”
5. Do Set Clear Expectations for Behaviour
From the start, make it clear what behaviours are expected. This can be reinforced through training, clear company policies, or regular check-ins. The goal is for everyone to feel supported and comfortable in the workplace.
The Don’ts: Pitfalls to Avoid in Managing Workplace Emotions
1. Don’t Tell Someone to “Calm Down”
Telling someone to “calm down” can come across as dismissive and may escalate things rather than settle them. It can make the person feel invalidated and misunderstood, which often leads to more frustration.
Instead: Acknowledge their feelings and offer a chance to talk: “I can see you’re upset; let’s take a moment to talk about it.”
2. Don’t Respond with Anger or Defensiveness
Responding with anger or defensiveness only makes things worse. If you find yourself getting worked up, it’s okay to take a step back. Responding calmly and with empathy will help you connect and keep the conversation productive.
Tip: If you need a moment, don’t hesitate to pause and regain your composure before continuing the conversation.
3. Don’t Avoid the Conversation
Ignoring an issue doesn’t make it go away – it usually tends to make it worse.
If someone’s behaviour is impacting the team, it’s important to address it early. Honest, open conversations help build trust and prevent bigger problems later on.
Example: If a team member is strongly resistant to a new company policy or process, expressing their frustration loudly and undermining the change effort, address this behaviour sooner rather than later. Instead of avoiding, take an open and empathetic approach: “I understand you have some concerns about the new policy. Can we talk about what’s making you hesitant and see if we can address any of those concerns together?”
4. Don’t Make It Personal
Attacking someone’s character or making it personal only puts them on the defensive. Focus on the behaviour, not the person. Keeping things respectful and professional creates space for a more constructive conversation.
Example: Instead of saying, “You’re always unorganized,” try, “It looks like deadlines are slipping through. How can we work together to manage your workload more effectively?”
5. Don’t Assume Change Happens Automatically
Change isn’t always linear; there may be setbacks along the way. Consistent support and regular check-ins are essential for navigating these challenges and keeping the individual moving forward.
Balancing Logic and Workplace Emotions
Warren Buffett’s words are a powerful reminder: “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”
Managing workplace emotions doesn’t mean shutting down or avoiding tough conversations. Instead, it’s about finding ways to create a space where everyone feels heard, respected, and supported.
These “Do’s and Don’ts” will equip you to improve communication, navigate conflicts effectively, and build a stronger, more connected team!
Have a sticky situation that you could use some support in navigating? We’re here to help!