Veja como você pode usar a Inteligência Emocional para navegar em conversas difíceis no trabalho.

Most definitely Mari. People are less likely to have a successful outcome when they approach situation from a place a deregulation.

Para usar a Inteligência Emocional em conversas difíceis no trabalho, comece reconhecendo e gerenciando suas próprias emoções. Mantenha a calma e a compostura, evitando reações impulsivas. Pratique a escuta ativa, mostrando empatia e tentando entender a perspectiva do outro. Use uma linguagem clara e assertiva, focando nos fatos e não nas emoções. Valide os sentimentos da outra pessoa, mesmo que você não concorde com eles. Procure pontos em comum e soluções colaborativas. Mantenha uma atitude aberta e receptiva, disposto a ajustar seu ponto de vista. Após a conversa, reflita sobre o que foi discutido e busque melhorar continuamente suas habilidades de comunicação e relacionamento.

First step in a tough conversation is to become self-aware of how to address the situation and how well you manage your emotions. It's important to be confident about your thoughts and how you can regulate your emotional stability during a difficult conversation. For a successful interaction, your emotional stability helps you to become aware of your own as well as others' emotions. This helps in relationship management with your awareness.

Emotional intelligence (EI) consists of four core skills: self-awareness, self-management, social awareness, and relationship management. Self-awareness involves recognizing your emotions and their impact on your behavior. Self-management is about regulating your emotions and adapting to changing situations. Social awareness focuses on understanding others’ emotions and the dynamics involved. Relationship management uses your emotional awareness to navigate interactions successfully. Mastering these skills helps you handle tough conversations at work with empathy, control, and positive outcomes.

To prepare for tough conversations at work using emotional intelligence (EI), start with self-awareness: identify your emotions and triggers. Practice self-management by calming techniques, such as deep breathing, to stay composed. Enhance social awareness by actively listening and observing body language to understand others’ emotions. Build relationship management by planning your approach, using empathy to connect, and maintaining a solution-focused mindset. Reflect on past interactions to learn and improve. By mastering these EI components, you can approach difficult conversations with confidence and effectiveness.

Conversation difficile, prépare-toi émotionnellement : Réfléchis : Situation & Sentiments. Ex : Si ton partenaire t'a blessé, comprends pourquoi tu te sens ainsi. Objectifs : Détermine ce que tu veux obtenir. Ex : Si tu parles à un client, comprends ses préoccupations pour t'améliorer. Empathie : Mets-toi à sa place, imagine ses réactions. Ex : Si ton collègue fait quelque chose que tu n'aimes pas, pense à sa réaction. Anticipe : Prévois les moments où tu pourrais devenir émotif et prépare-toi à rester calme. Ex : Si tu te mets en colère facilement, respire profondément et parle calmement. Planifie : Prépare des stratégies pour gérer tes émotions. Ex : Si tu sens que tu vas glisser, fais une pause, respire, bois de l'eau.

Before entering a tough conversation, take time to understand your own emotions and how they might influence the discussion. Practice self-awareness and self-regulation. Anticipate potential reactions and prepare emotionally for them. This will help you stay calm and composed.

L'écoute active est essentielle dans les conversations difficiles. Elle consiste à se concentrer pleinement sur ce qui est dit, plutôt que d'entendre passivement. Montre de l'empathie en reconnaissant les sentiments et les points de vue de l'autre personne sans tirer de conclusions hâtives ou devenir défensif. Accorde toute ton attention, pose des questions pour clarifier et réfléchis à ce que tu as entendu. Cela montre du respect et de l'ouverture, aidant à désamorcer les tensions et à mener à un dialogue plus productif.

Active listening is crucial in tough conversations. Begin by maintaining eye contact and giving your full attention. Use nonverbal cues like nodding to show understanding. Avoid interrupting; let the speaker finish their thoughts. Paraphrase or summarize their points to ensure clarity, saying, “I hear you saying…” Ask open-ended questions to explore their perspective deeper. Show empathy by acknowledging their feelings with phrases like, “I understand how you feel.” By actively listening, you build trust, reduce misunderstandings, and foster a more productive dialogue, making tough conversations smoother and more effective.

Active listening is a key aspect of EI. It involves fully concentrating, understanding, responding and then remembering what is being said. It’s not just about hearing the words, but also understanding the emotions behind them. This helps in building trust and establishing a connection.

Para que la escucha sea profunda y activa, es fundamental emplear todo el cuerpo, no solo los oídos. ¿Cómo se logra esto? Conectando verdaderamente con la otra persona y su mensaje. Para ello, debes dejar de lado las siguientes distracciones: celular, computadora, pensamientos, juicios y críticas. Cada vez que surjan pensamientos o juicios, vuelve a enfocarte en la otra persona y en su mensaje. Este es un trabajo exigente y que requiere mucha consciencia, pero el esfuerzo vale absolutamente la pena. Tu cliente se sentirá importante, valorado y escuchado. Además, esta forma de escuchar mejorará notablemente tu comunicación y tu capacidad de sostener una conversación difícil.

When I started my career, I was the least experienced and youngest in a Sales office for a large manufacturer. Active listening was essential for building positive relationships with more experienced professionals, though it took time to improve. Emotional intelligence is a learned skill. By actively listening and asking follow-up questions, I learned from senior professionals about their successes and challenges, and I gained valuable working relationships. These experiences helped shape my professional goals and expertise.

Empathy is the ability to understand and share the feelings of others. In tough conversations, expressing empathy can help to validate the other person’s feelings, even if you don’t agree with their perspective. It shows respect and understanding, which can help to de-escalate tension.

Para poder empatizar con el otro en una conversación difícil, es esencial conectar con sus emociones más que con sus experiencias. Ponernos en los zapatos del otro es difícil cuando no hemos vivido las mismas situaciones, pero al preguntarnos "¿Cuál es la emoción que está experimentando?", podemos conectar, ya que todos hemos sentido emociones. Desde ese lugar lograremos empatizar

Exprimer de l’empathie avec authenticité L’empathie signifie comprendre et partager les sentiments d’une autre personne. Au travail, cela aide à créer une atmosphère de collaboration. Dans une conversation difficile, reconnais le point de vue de l’autre et valide ses sentiments, même si tu n’es pas d’accord. Cela ne signifie pas céder ta position, mais montrer que tu respectes leurs émotions et es prêt à trouver un terrain d’entente. L’empathie désamorce les conflits et encourage une résolution de problèmes.

La empatia implica salirse de la caja , dejar al lado nuestras ideas y pensamientos, y entrar en el mundo del otro. Hay que escuchar, entender ,validar la vision que tiene la otra persona. Cada ser humano es un universo de historias emociones y “ ponerse en los zapatos” del otro ayuda a entender perspectivas diferentes

After understanding the problem and empathizing with the other person, propose solutions that address their concerns. Ensure your solutions are respectful and considerate of their feelings. This shows your commitment to resolving the issue and maintaining a positive relationship.

Ideal cerrar con entender para que sirvio esa conversacion, que aprendio cada uno del otro, y poner planes de accion al menos dos con fechas y objetivos concretos

Offrir des solutions avec bienveillance Après avoir compris les positions et les émotions de chacun, collaborez pour trouver une solution. Utilise ton intelligence émotionnelle pour guider la conversation vers une résolution positive. Propose des options qui répondent aux préoccupations des deux parties et sois ouvert au compromis. (ganant-ganant) L'objectif n'est pas de "gagner" l'argument, mais de résoudre le problème tout en maintenant la relation et l'harmonie au travail. En te concentrant sur les solutions plutôt que sur le problème, tu peux transformer des conversations difficiles en opportunités d'amélioration.

After the conversation, take time to reflect on what went well and what could be improved. Use this as a learning opportunity to enhance your EI skills. Remember, every conversation is a chance to grow and improve.

Emotional intelligence is indeed one of the most underrated skills although it is crucial while dealing with clients and business related matters. Calmness is the strength along with awesome communication skills while dealing with someone in business but if the conversation was tough, reflect on what was the purpose, what should have been done to improve the outcome or what I have learned from this!

Es fundamental que te des espacios de auditoria interna para reflexionar sobre ¿Cómo te fue en esa conversación?. Puedes hacerte las siguientes preguntas: 1. ¿Cuál fue la emoción compleja más presente? 2. ¿Pudiste responder desde la consciencia o desde el impulso? 3. ¿Lograste comunicarte asertivamente? En caso no, ¿Cuál fue la barrera?

Avoid jumping to conclusions or making assumptions about the other person's intentions. Also, after the conversation, follow up to ensure that the issue has been resolved and the relationship is strengthened.

In my role as an HR professional, I’ve often had to navigate the complexities of appraisal discussions. One tip that I’ve learnt is to use empathetic communication during tough conversations. When conducting tough conversations, especially during appraisals, use empathetic communication. Frame feedback with “I” statements to express concerns without sounding accusatory and show genuine empathy. For example, say, “I’ve noticed that some targets haven’t been met recently, and I’m concerned about how this might be affecting your overall performance,” instead of “You haven’t been meeting your targets.” This approach reduces defensiveness, fosters a constructive dialogue, and helps build trust and rapport with your employees.

By practicing a positive mindset, we prepare ourselves to handle challenges with resilience. It's important to give others their space, stay calm, and communicate respectfully—even when we disagree. Tough situations call for resourcefulness and creativity, turning difficult discussions into opportunities for collaboration and growth.

Always maintain a positive attitude and be patient. Tough conversations are often emotionally charged, so it’s important to stay composed. Also, remember that it’s okay to take a break if the conversation becomes too heated. Lastly, always strive for a win-win outcome where both parties feel heard and respected.