2021 - Manager's Guide to Handling Emotional Employees

Overview
In this webinar participants will learn how to deal with emotional employees. Those attending will learn the elements of emotional intelligence and how to handle employees that may have difficulties in controlling their feelings. During the webinar, the causes of strong emotions will be examined and how it may be an indicator of mental health issues. Attendees will learn how to communicate with employees that display strong emotions. Participants will be introduced to active listening, paraphrasing, powerful questions, and reframing as a way to deal with emotional employees. In addition, possible threats of violence will be identified and responses an organization must take to maintain the safety of the workplace.
WHY SHOULD YOU ATTEND?
Feelings and emotions are normal. Even in the workplace, the expressing of emotions by employees should not be discouraged. Expressing emotions become a problem when employees express strong emotions that become disruptive to the workplace. In this webinar, participants will learn that emotional employees can be handled successfully through a number of different techniques including active listening, empathy, the use of questions, coaching and reframing inflammatory comments. During the webinar, those attending will learn how to recognize employees that may be experiencing mental health issues and referring them to resources that may be able to help them deal with their strong emotions. Finally, participants will learn how to identify and handle potential threats of violence from employees and some potential interventions managers can use to prevent emotional employees from becoming violent.
AREA COVERED
I. Emotions in the Workplace
A. Handling Employee Emotions
Emotions are normal
Giving voice to employees
Active listening
B. Emotional Intelligence
Elements of Emotional Intelligence
Identifying your own emotions
Identifying the feelings of employees
Developing empathy
The issue of self-control/self-regulation
II. The Emotional Employee
A. Causes of Strong Emotions
The impact of stress
A biological explanation for strong emotions
Hormonal imbalances
Lack of sleep
Poor diet
B. Mental Health Issues
Mental disorders
Depression
Mood disorder
Personality disorder
Identifying employee mental health issues
Use of an Employee Assistance Program (EAP)
Be aware of protections afforded by the Americans With Disabilities Act (ADA)
III. Dealing with the Emotional Employee
A. Communicating with the Emotional Employee
Paraphrase the employee’s comments
Asking questions
Listen more than speak
Reframe inflammatory/emotional comments
B. Other Manager Interventions
Coaching the emotional employee
Having an accountability conversation
Assessing potential mental health issues of employee
Refer employee to Human Resources for assistance
Discipline
IV. Dealing with the Threat of Employee Violence
A. Assessing the Threat of Employee Violence
Warning signs of violence
Substance abuse
Mood swings
Behavior making other employees uncomfortable
Aggressive behavior
B. Response to the Threat of Employee Violence
Use of a threat assessment team
Identifying a suicidal employee
Create a supportive environment
Provide communication and empathy training
LEARNING OBJECTIVES
After attending, participants will be able to identify the elements of emotional intelligence that will help them deal with strong emotions in others and themselves.
After attending the webinar, participants will be able to recognize the causes of strong emotions in employees including those that involve mental health issues.
After attending webinar participants will be able to communicate with employees that have strong emotions by active listening, paraphrasing, the use of questions and reframing conversations.
After attending, participants will be able identify possible threats of violence from emotional employees and possible responses.
WHO WILL BENEFIT?
Human Resource Managers
Human Resource Personnel
Managers
Team Leaders
Benefit Specialists
SPEAKER PROFILE
Bob Churilla is a partner in a conflict management and organizational development firm, Conflict Resolution Professionals Group (CRPG). In addition, Bob is a Visiting Professor at a private University.
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