本文发表在 rolia.net 枫下论坛这仅仅是从职场角度来看刘应该怎样”handle difficult person”. 如果把张刘的事件提高到意识或社会形态,那是另外一回事了.
Consider this quote from Robert Frost: “Education is the ability to listen to almost anything without losing your temper or your self-confidence.” Sometimes, people talk or act in a way that makes you angry or upset.
Handling Emotional "Hot Buttons"
Think of a time when you felt your temper rise when someone said something that was upsetting to you. Were you able to effectively listen to that person?
It's important that you deal with emotional "hot buttons" whenever you listen to others. "Hot buttons" are words, behaviors, or mannerisms that make you feel angry or upset. They cause you to think of a rebuttal or to simply tune out.
Some common "hot buttons" are know-it-all attitudes, bad grammar, pushiness, unwarranted criticism, and whining. Emotional "hot buttons" can make it difficult for listeners to understand what a speaker is actually saying. That's because emotions, such as anger, make it difficult to listen. You can use the following strategies to keep your emotions from hampering your ability to listen.
1. Listen attentively
Calmly listen without interrupting or criticizing the speaker. Remain calm and withhold any judgment or comments until you fully comprehend what the speaker is trying to say.
2. Ask objective questions
This will help you to understand the speaker's point of view. Be sure to ask open-ended questions and use a non-judgmental tone. Avoid asking "why" questions. Such questions often are interpreted as criticism.
3. Respond carefully
Responding to someone who causes you to react in a negative way can be difficult. It is tempting to criticize or to be abrupt. However, this will only serve to escalate the negative situation, making it even more difficult for you to listen to the speaker.
Instead, respond carefully. Make sure that your response is neutral and free from the types of words that push your buttons. Be polite and respectful, even if the speaker is not. That way, you won't escalate an already emotionally charged situation.
4. Express your point of view
Carefully express your point of view so the speaker can more easily accept it. Present your evidence without backing the speaker into a corner. Give reasonable explanations for why you think the way you do.
5. Work out a win-win plan
Work with the other person to find a solution that is beneficial to everyone involved. Win-win solutions are fair and make everyone feel satisfied.
Remember, to deal with the emotional "hot buttons" some people tend to push, you should listen attentively. This will help you understand what the speaker is saying and avoid making the situation even worse. Ask objective questions to help you understand the speaker's point of view, and be sure to carefully express your point of view so that the speaker can more easily accept it. Finally, you should work with the speaker to come up with a plan that satisfies you both.
Listening to and communicating with people whom we find "difficult" is part of everyone's work experience. Learning to listen and respond effectively – even when you are angry or upset – is an essential skill in any profession.更多精彩文章及讨论,请光临枫下论坛 rolia.net
Consider this quote from Robert Frost: “Education is the ability to listen to almost anything without losing your temper or your self-confidence.” Sometimes, people talk or act in a way that makes you angry or upset.
Handling Emotional "Hot Buttons"
Think of a time when you felt your temper rise when someone said something that was upsetting to you. Were you able to effectively listen to that person?
It's important that you deal with emotional "hot buttons" whenever you listen to others. "Hot buttons" are words, behaviors, or mannerisms that make you feel angry or upset. They cause you to think of a rebuttal or to simply tune out.
Some common "hot buttons" are know-it-all attitudes, bad grammar, pushiness, unwarranted criticism, and whining. Emotional "hot buttons" can make it difficult for listeners to understand what a speaker is actually saying. That's because emotions, such as anger, make it difficult to listen. You can use the following strategies to keep your emotions from hampering your ability to listen.
1. Listen attentively
Calmly listen without interrupting or criticizing the speaker. Remain calm and withhold any judgment or comments until you fully comprehend what the speaker is trying to say.
2. Ask objective questions
This will help you to understand the speaker's point of view. Be sure to ask open-ended questions and use a non-judgmental tone. Avoid asking "why" questions. Such questions often are interpreted as criticism.
3. Respond carefully
Responding to someone who causes you to react in a negative way can be difficult. It is tempting to criticize or to be abrupt. However, this will only serve to escalate the negative situation, making it even more difficult for you to listen to the speaker.
Instead, respond carefully. Make sure that your response is neutral and free from the types of words that push your buttons. Be polite and respectful, even if the speaker is not. That way, you won't escalate an already emotionally charged situation.
4. Express your point of view
Carefully express your point of view so the speaker can more easily accept it. Present your evidence without backing the speaker into a corner. Give reasonable explanations for why you think the way you do.
5. Work out a win-win plan
Work with the other person to find a solution that is beneficial to everyone involved. Win-win solutions are fair and make everyone feel satisfied.
Remember, to deal with the emotional "hot buttons" some people tend to push, you should listen attentively. This will help you understand what the speaker is saying and avoid making the situation even worse. Ask objective questions to help you understand the speaker's point of view, and be sure to carefully express your point of view so that the speaker can more easily accept it. Finally, you should work with the speaker to come up with a plan that satisfies you both.
Listening to and communicating with people whom we find "difficult" is part of everyone's work experience. Learning to listen and respond effectively – even when you are angry or upset – is an essential skill in any profession.更多精彩文章及讨论,请光临枫下论坛 rolia.net