Emotionally challenging situations are part of everyday work. But when difficult emotions like anger and anxiety become involved (whether our own or someone else’s), situations that should be easily managed can quickly become much harder to navigate.
People react, shut down, avoid the issue, or struggle to know what to do next.
- Friction develops between co-workers
- Conversations become unproductive
- Misunderstandings persist
- Decisions become harder
- Conflict escalates or resurfaces
But those aren’t the only costs.When the focus shifts to controlling these difficult emotions, defending a position, or simply getting through the interaction, something else can get lost: the valuable information behind the differences themselves.
People bring different expertise, experiences, expectations, concerns, priorities, ideas, and perspectives to the situations they encounter. Those differences can:
- Challenge assumptions
- Reveal risks or concerns
- Surface different priorities
- Generate new ideas
- Improve decisions and outcomes
When people aren’t equipped to navigate the emotions that arise around those differences, organizations can lose both time and energy—and the value those differences could have contributed.