People communicate on two levels: content (the story) and emotion (the feelings). The story (facts and circumstances) constitutes the objective part of communication. On the other hand, the feelings (meaning/significance) people have about their story count most. How people feel about a situation strongly affects their behavior. Therefore, if managers can identify and control emotions, they are in a better position to influence other people’s behavior.
While conflict cannot always be resolved, it can be managed. To this end, managers can use a process of maintaining self-control, understanding their employees, and using active listening skills to change employee behavior.
Author: Stephen J. Romano
Source: FBI Law Enforcement Bulletin
Subjects: Management, Personal Development