From the course: Human Resources: Managing Employee Problems
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Manage conversational trouble spots
From the course: Human Resources: Managing Employee Problems
Manage conversational trouble spots
- I bet for some of you viewing this course, you know for a fact there'll be that employee that you will inevitably have a difficult or even volatile conversation with. It's those conversations for which you must be thoroughly prepared and have several options in your conversation toolkit ready for use. Have ever you have a sense that a conversation could escalate? Take the time to prepare mentally, do not take preparation lightly. It requires establishing a mindset that involves two key areas. First, emotional control. Set your mind to be aware of your own emotional triggers that might cause you to react. Your goal is to stay in control. Secondly, set your mind to maintain leadership throughout the entire conversation. You're the leader of the conversation, not them. If it gets out of control and you react, or they divert, and you end up talking about other people or issues, that means they are leading the…
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