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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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 ...
