Ever found yourself in a tough conversation that suddenly becomes charged with emotion? When someone becomes upset, frustrated or angry, many of us instinctively respond with, “Let’s stick to the facts” or “There’s no need to get emotional.”

This approach actually makes things worse!

When emotions take over, the person isn’t operating from their thinking brain – they’re in their feeling brain. Logic and solutions, no matter how brilliant, simply won’t register until you help them transition back.

The key is acknowledging their emotions directly. Instead of trying to minimise or dismiss feelings, try phrases like:

• “I can see this has been really frustrating for you”
• “I can hear your disappointment”
• “I sense this has been tough for you”

(Note – do not use “understand”!  You can’t be sure that you do.)

This simple acknowledgement, when said with a sincere tone and body language, creates a powerful shift. The person feels understood, which enables them move from their emotional state back to their thinking brain. Only then can they hear solutions or contribute to problem-solving.

Remember, emotions aren’t problems to be fixed – they’re legitimate responses that need to be recognised before progress can happen. By acknowledging feelings directly, you create the psychological safety needed for productive conversation.

What emotion have you perhaps dismissed or ignored in the past, and can now see you need to acknowledge,  in order to get to the solution phase?

SEND ME THE WEBINAR REPLAY!

Want to go deeper and learn how to navigate challenging situations with confidence, fostering respect, resolving issues, and enhancing your reputation as a skilled leader and communicator?

Watch the replay of our ‘Difficult Conversations Decoded: Get the Outcome You Need Without the Angst’ webinar! This value-packed session will equip you with proven tools to navigate even the most challenging workplace conversations with confidence and professionalism.  

You’ll get:

✅ The Critical Conversations Planner: Learn how to prepare for difficult dialogues with precision and purpose. Master our step-by-step framework that helps you clarify your message, anticipate responses, and enter conversations with genuine confidence.

✅ Confident Communicator Cheat Sheet: Unlock the complete communication package that ensures your message lands with confidence and authority. Discover practical techniques to align your words, tone, and body language for maximum impact, whether in-person or virtually.

✅ The Courage-to-Call-it Framework: Learn how to confidently navigate difficult conversations with people above and below you. Learn techniques and mindsets for setting clear expectations,  and transforming agreements into visible workplace improvements.

Click the link to visit the free resources page on our website!

If you’d like to learn more about how our programs can help your business, contact michelle@worldclassteams.com.au or call 1300 272 583.