Crying to express frustration or concern. Aggressive screams. These are typical examples of the turbulent emotions managers experience when communicating with their team members. It is not only unpleasant but also dangerous for the morale and productivity of the rest of the team. How should you handle outbursts of negative emotions? Communicate. Emotional outbursts are nothing more than a form of communication based on certain facts, values and feelings. According to the Harvard Business Review website, managers should first stop believing the following myths.
1. Emotions do not belong in the workplace
In fact, emotions are everywhere where there are people. If you ignore them, the mood in your team will become even worse. Emotions will finally emerge anyway.
2. There is no time to deal with someone's feelings
You cannot postpone the resolution of emotional issues forever. That would only strengthen their impact. If your staff see you are not listening to them, their negative emotions will begin to accumulate.
3. Emotions distort decisions
There is a certain emotion behind every decision. You can only decide whether it will be under your control.
Emotional outbursts of your employees indicate that they feel misunderstood. Your task is to talk to them and find out why. These steps may help you:
1. Notice body language
Do not wait until the final outburst of emotions. Watch accompanying signals which are usually manifested as a discrepancy between words and body language. This may be avoiding eye contact, blushing or leaving sentences unfinished. Then it is time to react. Say for example: "I noticed that you stopped talking several times in mid-sentence. What's happening?"
2. Listen and watch
Listen to the response to your question and note what the employee emphasises. Strongly emotional expressions or repetition of certain words will reveal the problem. Body language will help as well. Clenched fists or jaw suggest anger. Inching down on the seat or not maintaining eye contact indicate loss of interest in the topic. Averting eyes or leaning away from you signalise the employee is rejecting you.
3. Ask again
If you feel an increased level of emotions, stay calm but mention the fact. Ask: "It seems to me that you are frustrated. What's behind this?" Listen to the answer and ask further. Make sure you have correctly deduced the reasons for frustration.
4. Summarise the causes and offer a solution
In your own words, summarise what you have learned about the uncomfortable feelings of your subordinate and the causes. Then arrange a solution together.
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