The challenges are to prevent them from building to the point where they inhibit rational and productive interactions, and to transform them from negative outbursts into positive opportunities for solving problems. An emotional outbreak is often a cue that a problem is affecting an employee's ability to work effectively. When others are able to deal with the emotion and move the discussion forward, a solution is more likely to occur. This unit gives participants a process for handling the emotions in daily work situations. They learn to remain calm and objective, to recover quickly and to help others do the same, and to take charge in difficult circumstances to keep the discussion moving forward.
Participants identify, learn and practice effective listening techniques.
Discussions focus on recognizing the benefits, value and impact of effective listening on both personal and organizational productivity. Participants learn how to listen well and how to ask the right questions to clarify what is being said. These skills help team members avoid misunderstandings and costly errors so that the team can meet expectations by getting the right information the first time. Good listening skills grow in importance as it becomes less clear what information will be critical in the rapidly changing global market. This unit promotes a heightened awareness of how important listening can be and models a variety of verbal and non-verbal techniques to enhance listening skills.