Defusing Emotionally-Charged Situations by Dan O'Connor

About the Lecture

The lecture Defusing Emotionally-Charged Situations by Dan O'Connor is from the course Communication Training for Managers (EN). It contains the following chapters:

Defusing Emotianally-Charged Situations
Common Mistakes Dealing with Difficult People
Responding to Emotionally Charged People
Stop Gossip
R-Directed Tactics
The Pre-Emptive Strike

Included Quiz Questions

When you see a pattern of difficult behavior, you should recognize that . . .

You are rewarding the difficult behavior
You are the difficult person
The difficult person is the pattern-maker
We are engaging in goat-hiding

When we stop rewarding difficult behavior . . .

It decreases the odds the behavior will continue
We "engage" with the difficult person
We start using benefit statements
We use bonus tactics to deliver benefit statments

The first step when dealing with difficult people is to show . . .

empathy
your goat
your assertive side
the reward

When using the I-C-R, the C stands for

criticized
clear
called them
closing line

R-directed language is language that speaks to the . . .

right side of the brain
right answer
red zone
radical personality type

The pre-emptive strike . . .

Lets the person know that you understand the message you're delivering is not what they want to hear.
Helps you hide your goat.
Helps not reward difficult behavior.
Speaks to the left-side of the brain.