To effectively manage emotionally charged situations, it is crucial to understand that emotional interactions involve three sets of information: feelings, facts, and values. By considering these components, you can increase the likelihood of resolving conflicts in a competent manner.
For example, when a direct report starts shouting because they will not be entitled to variable salary compensation, it’s likely that they feel their work has gone unrecognized by their superiors, which is challenging their values.
To address the situation, start by letting the employee vent their emotions and validating their concerns by actively listening. Then, steer the conversation towards their underlying values, which may shed light on their true beliefs. Encourage them to articulate the values that they think should guide the decision-making process.
During the conversation, emphasize that the decision is based purely on factual information and not on personal motivations. Provide additional information to support the decision, such as the fact that the variable salary compensation has been withdrawn because they didn’t complete their main sales objective of opening 10 new accounts by the end of the year.
By addressing the emotions, values, and facts involved in the situation, a clear understanding of the disagreement can emerge. The final objective should be to resolve the situation once all three components have been considered, articulated, and evaluated.
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