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What To Do When Emotions Run High
January, 2015


When conflicts arise in human relationships, emotions often reach a high level and angry feelings are exchanged. During this stage, no one is in the proper mood for constructive problem-solving; they're too wrapped up in feeling and ca't do the kind of thinking required for effective problem-solving. This is when Active Listening is very useful--helping people get their feelings off their chest, paving the way for subsequent problem-solving.

When people are angry or upset, they want it to be known-as if to say, "You must understand how very angry or upset I am before I'm willing to try to solve the problem that made me upset." Often people want to punish: "Look how angry or upset you've made me! Now aren't you sorry?"


Sent by Michelle Adams,

Vice President of Gordon Training International


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