Workplace People Skills: Redirecting Emotion into Success
by Kate Nasser |
Professional workplace success requires redirecting your own emotion into productive discussion and action. Whether you are interacting with customers, co-workers, leaders, employees, vendors, or the media, clear headed thinking serves you and the business well.
Corporations frequently ask me to teach how best to redirect personal emotion into workplace success for customer service, leadership, and teamwork. Here’s one of my classic stories and the lesson/technique to learn.
A Story of Redirected Emotion
The critical aunt arrived for a visit on a warm day. Ready for her endless complaining, the two nieces had the ceiling fans on and cool drinks ready. Not long after her arrival, the aunt shot one of her never satisfied zingers as she fanned herself with a magazine: “All your fans are going the wrong way!”
One niece seethed with emotion and explained that the manual specified which direction for summer and which for winter. The aunt huffily replied: “I guess I don’t agree with the manual.”
The other niece, remaining calm, simply replied: “You would like these fans to go the other way?” She flipped the switch, redirected the fan, and her own emotion as well.
When extreme words like all, always, never, hit your ear, they generally trigger your emotion and a defensive response. To avoid the trap of your emotion, ask the person speaking what it is they want, need, or prefer.
You may not always be able to deliver exactly that. However, once you get the other person to state what they want, need, or prefer, you can have a clear headed two-way discussion that leads to action.
You never know when someone might press your emotion button at work or at home. Professional people-skills (also known as soft skills) help you avoid the trap of your own emotion.
When someone presses your emotion button, ask for more information before you take them into your otherwise clear headed mind.
Your emotional intelligence (EQ) drives your people-skills and that delivers success.
Warning: If you are interacting with an irate customer, first let them vent and offer empathy before you ask them what they prefer. More on this situation at Best Mindset to Use With an Irate Customer.
Yours in service,
Kate Nasser, The People-Skills Coach
Related post: 3 Missteps & The Better Steps in Workplace Communication
Kate Nasser, The People-Skills Coach, turns your interpersonal obstacles into interaction success in customer service, leadership, teamwork, and communication in diversity. See this site for workshop outlines and testimonials of success.