Home > Clear Communication, Solutions > 5 Steps to Keep Your Cool When Things Get Heated.

5 Steps to Keep Your Cool When Things Get Heated.

Thursday, January 7, 2010 Leave a comment Go to comments

(Photo: Bleacher Report)

Have you been there; in a heated exchange with another person in regard to a project at work, about your political opinions, or on a topic you just happen to be passionate about? You want to dominate the other person, you want to win the fight, and you become defensive and will do whatever you can to prevail at all costs. You probably have and if not, you have likely seen an encounter of sorts take place and understand the level of zeal involved, the anger, and the fury brought about by such a battle. In the end you may have dominated the other person or they may have dominated you, either way:
Did you find it productive?
Did it help settle your differences?
Did anything constructive come of the situation?
Probably not.

So what can you do in the heat of the moment to change this type of situation from a heated battle into a constructive exchange? Here are five steps to help:

Step 1: (Put on the brakes)

“Everyone should be quick to listen, slow to speak and slow to become angry.” – James 1:19

Step 2: (Control your emotion)

  • Focus.
  • Assess the situation for content and emotion.
  • Continue to breathe and relax.
  • You are the only one who can control how you are feeling, don’t allow yourself to feel threatened or challenged.

“I am the master of my fate: I am the captain of my soul.” – William Ernest Henley

Step 3: (Body language)

Step 4: (Listening with care)

  • Bite your tongue and don’t butt in with presumptions.
  • Respectfully listen to what the other person is saying without interruption.
  • Focus on content and the non-verbal messages including the emotional tone they are using.
  • Avoid distractions.
  • Reflect what they are saying in your own words (aka active listening) using phrases like, “It sounds like you mean…,” “So you are saying…,” “In other words….”
  • Clarify what they are saying by asking non-threatening questions.
  • Check to ensure the message is accurate getting their buy-in with a “yes.”

Step 5: (Respond gently)

Put these ideas to practice instead of blowing up during your next confrontation. I think you will see how the tides turn a confrontation into a genuine exchange.

Tell us about a situation you have dealt with.
What are some other thoughts we may find useful?

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