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1/7
Managing upset sim #learners can be challenging.
My simplistic approach:
1. Acknowledge
2. Supportive environment
- Yes: Consider debriefing group
- No: Deal with on individual basis
3. Follow up support
Much more eloquent discussion here https://hbr.org/2020/06/what-to-say-when-someone-cries-at-work
Managing upset sim #learners can be challenging.
My simplistic approach:
1. Acknowledge
2. Supportive environment
- Yes: Consider debriefing group
- No: Deal with on individual basis
3. Follow up support
Much more eloquent discussion here https://hbr.org/2020/06/what-to-say-when-someone-cries-at-work
2/7
Requires #EmotionalIntelligence especially:
Self-awareness - recognise impact on yourself
Self-management - control own emotions, resist instinct to try & "fix' & adapt actions to what situation requires.
Requires #EmotionalIntelligence especially:
Self-awareness - recognise impact on yourself
Self-management - control own emotions, resist instinct to try & "fix' & adapt actions to what situation requires.
3/7
Expressions of emotions shouldn’t be ignored or minimised. Showing curiosity and compassion, even if you’re uncomfortable, is core to being an emotionally intelligent leader.
Expressions of emotions shouldn’t be ignored or minimised. Showing curiosity and compassion, even if you’re uncomfortable, is core to being an emotionally intelligent leader.
4/7
Be helpful, supportive and brief without
- trying to interpret the reasons for their upset
- judge them
- telling them what to do
Be helpful, supportive and brief without
- trying to interpret the reasons for their upset
- judge them
- telling them what to do
5/7
So what can you say instead?
1. “Let’s pause for a moment here. I can see you’re crying. Would you like to take a break or keep going? It’s up to you.”
Gives someone the opportunity to choose what they want and need next.
So what can you say instead?
1. “Let’s pause for a moment here. I can see you’re crying. Would you like to take a break or keep going? It’s up to you.”
Gives someone the opportunity to choose what they want and need next.
6/7
2. “I’m going to stop our conversation for a second to check in with you. Can you tell me what’s going on for you right now?”
Demonstrates compassion and curiosity for the person, without dramatising or overplaying concern.
2. “I’m going to stop our conversation for a second to check in with you. Can you tell me what’s going on for you right now?”
Demonstrates compassion and curiosity for the person, without dramatising or overplaying concern.
7/7
3. “You’re crying, so let’s pause. What would be most helpful for you right now? I’ll follow your lead.”
Acknowledges what’s happening, while empowering the person to take control.
3. “You’re crying, so let’s pause. What would be most helpful for you right now? I’ll follow your lead.”
Acknowledges what’s happening, while empowering the person to take control.
