Dealing With Emotional Behavior – – FLDP6
Frontline Leaders (or supervisors) are first level of leaders who lead or supervise a group of followers to achieve the operational level strategies of the organizations.
As people spend much of their time under the pressure of deadlines, responsibilities, and commitments, emotions at work are to be expected. The more people become interested in and committed to their work, the more their emotions are exposed. Frontline Leaders understand that emotions are not necessarily a negative thing, except when it become so amplified or recurs so often that it prevent people from dealing rationally and productively with those around them. When strong or highly emotional behavior enters a work discussion, it often prevents the discussion from continuing in a productive and focused way. Behaviors such as unusual silence, anger, tears, or raised voice, etc , often interferes with the resolution of the work issues or problem at hand. This is when such emotional behaviors must be acknowledged and worked through before the issue can be addressed again. At other times, when you as the Leader initiating an important work discussion, the other person reacted in an emotional way. This is when you need to deal constructively with the emotional behavior so that you can establish or re-establish a productive discussion.
This sixth module of the Frontline Leadership skills-building training gives you a proven process for defusing emotional behavior when it erupts in a work discussion. The critical Key Actions in this module allow you to acknowledge the other person’s emotions appropriately without becoming immersed in them, and then help you to refocus on the work issues at hand.
At the end of the course, participants will be able to …
- Describe the importance & benefits of Dealing With Emotional Behavior.
- Recognize the leadership functions in defusing emotional behavior and handle it well.
- Use the L.E.A.PS principle.
- Apply Essential Interaction Flow & Key Actions:
– Listen empathically and calmly acknowledge the emotional behavior.
– Describe the impact the emotional behavior is having on you and on the discussion.
– Determine if it’s possible to continue the discussion constructively.
– Pause or suggest an approach for jointly refocusing on the work issue.
– Express support and reassurance.
- Practice role-plays on emotional behavior during discussions.
- Identify possible pitfalls and Next-Step Actions.
WHO SHOULD ATTEND
Section Heads, Senior Engineers, Senior Analysts, Senior Executives, Supervisors – – those whose job involves leading and/or supervising individuals or teams. It is also very suitable for those who want to prepare for a future managerial position.
**Note: This is a Blended eLearning (BeL) course that comes bundled with FREE 1-Week, 24×7 access to MyBE LMS resources.
*Click on the ‘Curriculum‘ tab to review through the course outline.
4.0 Hours of MyBE LMS resources (Video, Exercises, Quizzes, Case Studies, Assignments, etc), plus …
10.0 Hours of Remote Online Training (ROT) with Instructor via Zoom/Skype/Google Meet.
To register, please WhatsApp: +60-19-502 2718 or email us at firstname.lastname@example.org
- Lectures 0
- Quizzes 0
- Skill level Middle Level Admin Program (MLAP)
- Language English
- Students 102
- Assessments Yes
• Revision on previous module skill-sets:
- o. Basic Principles of Frontline Leadership o. Attentive Listening Technique
Leadership Functions in Dealing With Emotional Behavior
• Leader's role & responsibilities in defusing emotional behavior. • L.E.A.P (Listen Empathically, Ask, Problem Solving) Principle • Exercise: Video + Practice L.E.A.PS.
Essential Interactions Flow & Key Actions
• [L} - Listen empathically and calmly acknowledge the emotional behavior. • Describe the impact the emotional behavior is having on you and on the discussion. • [A] - Determine if it's possible to continue the discussion constructively. • [PS] - Pause. Suggest an approach for jointly refocusing on the work issue. • Express support and reassurance.
Plan Out and Practice
• Exercise: Action Planning - - Dealing With Emotional Behavior Worksheet. • Exercise: Practice Role-Plays on difficult scenario • Exercise: Observer's Feedback.
Summary & Next-Step Action
• Evaluating this module lessons • Identifying Pitfalls • Exercise: Next-Step Actions.
Interactive Exercises In This Course
• Case studies & Group discussions. • Video & role-plays. • Quizzes. Pre- & Post-tests.