This is part two of two installments on how to manage difficult interactions. It focuses on how to neutralize misunderstandings before they turn into conflict as well as what to do when the difficult interaction is unavoidable.

2. Part 2:
How to MANAGE
Difficult
Interactions

3. 2 PRONG
APPROACH

4. 1. 30,000FT VIEW
Neutralize Misunderstanding Before
It Turns Into Conflict
2. IN THE HEAT
When The Difficult Interaction Is
Unavoidable

5. 30,000FT VIEW

6. 4 TIPS FOR MANAGING
MISUNDERSTANDINGS
Doing nothing is not a strategy!

7. 1
Respect
Them

8. You Don’t Have to
Be Their BFF.
1. Respect Them

9. Establish Credibility
and Trust.
1. Respect Them

10. 1
2
Be the
Bigger Person
Respect
Them

11. Emotions are Contagious.
2. Be the Bigger Person

12. Kindness is Disarming.
2. Be the Bigger Person

13. 1
2
3
Limit
Interaction
Be the
Bigger Person
Respect
Them

14. Sometimes it’s Best
to Limit or Eliminate
Your Interaction.
3. Limit Interaction

15. 1
2
3
Choose Your
Words
Limit
Interaction
Be the
Bigger Person
Respect
Them
4

16. Know Your Purpose.
4. Choose Your Words

17. Frame Your Message.
4. Choose Your Words

18. Don’t Just Hear, Listen.
4. Choose Your Words

19. 1
2
3
Choose Your
Words
Limit
Interaction
Be the
Bigger Person
Respect
Them
4

20. THE HEAT

21. 4 TIPS FOR
WHEN YOU’RE
“IN THE HEAT”

22. 1
Manage Your
Emotions

23. Be Aware of Your Go-To
Emotion When in Conflict.
1. Manage Your Emotions

24. Recognize the Source of
Your Emotions.
1. Manage Your Emotions

25. Use Calming Strategies to
Manage Your Emotions.
1. Manage Your Emotions

26. R.E.L.A.X.
1. Manage Your Emotions

27. espectR
E
L
A
X
mpathize
isten
cknowledge
pecte

28. 1
2
Watch Your
Non-Verbals
Manage Your
Emotions

29. Body
Language
Think About What
the Following
Examples Show

31. The Same Goes For
Facial
Expressions

33. 1
2 3
Watch Your
Non-Verbals
Manage Your
Emotions
Choose Your
Words

34. Use an Assertive Approach.
3. Choose Your Words

35. When Using an Assertive Approach...
• Use “I” statements
• Hold yourself accountable
• Make eye contact
• Maintain an open and confident posture
3. Choose Your Words

36. Use Cooperative Language.
3. Choose Your Words

37. Use Cooperative Language By...
• Emphasizing the present
• Using words with reduced emotional impact
3. Choose Your Words

38. Listen.
3. Choose Your Words

39. Prove You’re Listening By...
• Asking open-ended questions
• Checking your understanding
• Acknowledging their thoughts and feelings
3. Choose Your Words

40. 1
2 3 4
Watch Your
Non-Verbals
Manage Your
Emotions
Choose Your
Words
Be a Problem
Solver

41. Uncover a Solution.
4. Be a Problem Solver

42. Uncover A Solution By...
• Being open
• Being positive
• Being specific
4. Be a Problem Solver

43. Gain Buy-in.
4. Be a Problem Solver

44. Gain Buy-in By...
• Emphasizing the benefits of the solution
• Encouraging voluntary compliance
• Showing support and appreciation
4. Be a Problem Solver

45. Avoid Criticism.
4. Be a Problem Solver

46. 1
2 3 4
Watch Your
Non-Verbals
Manage Your
Emotions
Choose Your
Words
Be a Problem
Solver

47. Bonus
Tip!

48. Normalize the Conversation
Before Ending it.
Bonus Tip