Behind Closed Doors: Secrets of Great Management (Pragmatic Programmers) by Johanna Rothman & Esther Derby

Author:Johanna Rothman & Esther Derby [Rothman, Johanna]
Language: eng
Format: mobi
Tags: Pragmatic Bookshelf
ISBN: 9780976694021
Publisher: Pragmatic Bookshelf
Published: 2005-09-19T04:00:00+00:00

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Functioning as a Human Pressure Valve

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Sometimes it helps to vent—but not at a customer, co-worker, senior manager, or someone from another department.

When someone on your team is frustrated or upset, be willing to listen. Act as a pressure valve, allowing pent-up emotion to dissipate without harm.

Acknowledge emotions verbally by saying something like “I hear you are angry about what happened.” Empathize without agreeing with labels, judgments, or interpretations.

Sometimes “venting” is enough, and the team member will take appropriate action. When that doesn’t happen naturally, redirect the conversation to generating constructive outcomes.

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