How to Keep Cool in Challenging Situations
About the Lecture
The lecture How to Keep Cool in Challenging Situations by Dan O'Connor is from the course Effective Communication in the Workplace (EN). It contains the following chapters:
- Keeping Your Cool in Challenging Situations
- Empathy Statements
- Right-Brain- and Left-Brain-Language
- Power Phrases to Deal with Emotional Persons
- Thought Patterns to Deal with Challenging Situations
- R-brained Approach to Thank You's
- Hemisphere Switching Examples
Included Quiz Questions
When someone is emotional and we want them to calm down, we should speak first to . . .
- Emotion
- Their boss
- Logic
When I am trying to be empathetic, I can try matching . . .
- The level of emotion.
- The body language.
- The words they use.
Which of the following is an example of an empathy phrase?
- Oh, that's too bad.
- Why would you feel that way?
- So you can save more money.
- You shouldn't feel that way.
What is one of the components of a properly formed coping statement?
- It's in the present.
- It's about me.
- We use the other person's name.
Which side of the brain is the side in which we make decisions?
- The right
- The left
- Neither
If you ask someone a question and they look up to the right as they think of an answer for you, what does that tend to signal?
- They are lying
- They are trying to remember
- They are processing the question
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Author of lecture How to Keep Cool in Challenging Situations
Dan O'Connor
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