Have you ever given a crying toddler a new toy and they completely forget they were unhappy just moments ago? I wish this always worked but when it does, it works really well. The same can be true in the workplace - but please understand that I am not advocating treating your colleagues like children! Try to use the person's energy and perhaps redirect it in a more positive direction.
For example, have you ever seen an object ricochet? This is when a projectile is on a specific trajectory and then rebounds upon contact with a surface that does not allow for the end of its path and changes direction. Think of this imagery in your workplace if you come across someone whose energy is negative. Think about how you might redirect the energy to a different path.
When your colleagues come to you with a complaint, you have several options. You can encourage their complaints and might even create a steamroller effect where they plow down everything in their path! You can become competitive and tell them what they dealt with is nothing compared to what you have to deal with. You can be a supportive ear they can vent to so they are less angry and diffuse the anger. You can also be sympathetic AND then work with the person on possible solutions. In other words, you can redirect the anger and negativity into a positive solution.
Start by listening fully to the person without interrupting so they feel heard and understood. You might want to take notes so you remember what you wanted to ask after they are done speaking. Then ask questions to better understand the details so in working on solutions, you know what you need to address and what resources may still be untapped. Maybe you can help not only this situation but others who have a similar issue or at least prevent others from the same fate. Help the person think of you as an ally in solving their problem. They will leave with a feeling of resolution and satisfaction.
When an object ricochets, the rebound tends to diffuse the energy behind force of movement. You can be the diffuser of negative energy in your workplace. Sometimes children are much happier with the new toy than they were unhappy before. You can be like the new toy creating happiness with a good resolution with the person. If neither redirection strategy is employed or if done poorly, the anger could be even more intense. Like learning most things, start with smaller steps, get feedback and learn from people whose skills you admire.
You can change your focus from reading to learning more by emailing Mako & Associates at DeeAn@MakoEd.com or 206-992-7484.
