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The Leader in You
The Leader in You podcast is brought to you by EmC Leaders, helping companies to master the art of relationships so they can spend less time on people issues and more time accomplishing their most important goals.
We combine the science of attachment and emotional connection with insight from the last 20 years to overcome workplace conflict issues, build strong team relationships, and create a connected culture.
Your host, Dr. Lola Gershfeld.
The Leader in You
41. Calming the Storm: Navigating and De-escalating Customer Aggression
In this episode of The Leader in You Podcast, Dr. Lola Gershfeld and Polina dive deep into an insightful real-world scenario of dealing with an aggressive customer interaction. Polina shares a personal experience in a retail environment, where her skills in emotional awareness, self-regulation, and empathy allowed her to effectively defuse a tense situation. This engaging discussion reveals practical insights on recognizing emotional triggers, managing conflicts constructively, and fostering a psychologically safe workplace environment. Join us to discover actionable steps and emotional tools to transform difficult customer interactions into meaningful connections.
Topics Covered (with timestamps):
- Introduction & Context (0:00)
Welcoming listeners, Earth Day reflections, and connecting emotional safety with improving the world. - Incident Overview & Conflict Escalation (2:56)
Polina’s real-life example of an aggressive customer and a manager's triggering response. - Recognizing Emotional Triggers & De-escalation Techniques (8:31)
Steps Polina took to recognize stress, maintain empathy, and validate feelings during the customer conflict. - Why Managers Struggle with Emotional Regulation (10:07)
The importance of self-awareness, understanding personal triggers, and secure attachment in leadership roles. - The Power of Holding Emotional Fear (12:36)
Managing shame and fear through self-awareness, emotional growth, and recognizing personal patterns. - Repairing Workplace Relationships Post-Conflict (23:28)
Importance of reconnecting with team members, addressing embarrassment, and acknowledging efforts to rebuild emotional safety. - Consequences of Emotional Disconnection & Workplace Incivility (26:51)
How emotional neglect from leadership negatively affects employee motivation, performance, and retention. - Culture Defined by Conflict Management (29:49)
How conflict-handling defines organizational culture and the role of emotional intelligence in creating a thriving environment. - Conclusion & Takeaway (30:32)
Final insights and practical tips for cultivating emotional safety, conflict resolution skills, and transforming company culture.
The Leader in You is the go-to podcast for anyone who wants to create a workplace culture where you can thrive.
Envision a future where you are more grounded, confident, and in sync with your team.
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CONTACT US
Connect with Dr. Lola Gershfeld:
LinkedIn: Dr. Lola Gershfeld
Instagram: @drlolaemc
Connect with Polina Marian:
LinkedIn: Polina Marian
Instagram: @livewithfivekids
Dr. Lola Gershfeld, a distinguished organizational psychologist, has dedicated her career to delving into the intricate layers of employee engagement, team ...