Feelings and emotions are normal. Even in the workplace, the expressing of emotions by employees should not be discouraged. Expressing emotions become a problem when employees express strong emotions that become disruptive to the workplace. In this webinar, participants will learn that emotional employees can be handled successfully through a number of different techniques including active listening, empathy, the use of questions, coaching and reframing inflammatory comments. During the webinar, those attending will learn how to recognize employees that may be experiencing mental health issues and referring them to resources that may be able to help them deal with their strong emotions. Finally, participants will learn how to identify and handle potential threats of violence from employees and some potential interventions managers can use to prevent emotional employees from becoming violent.

Course Objectives:

I. Emotions in the Workplace

A. Handling Employee Emotions

o Emotions are normal

o Giving voice to employees

o Active listening

B.  Emotional Intelligence

o Elements of Emotional Intelligence

o Identifying your own emotions

o Identifying the feelings of employees

o Developing empathy

o The issue of self-control/self-regulation

II. The Emotional Employee

A. Causes of Strong Emotions

o The impact of stress

o A biological explanation for strong emotions

o Hormonal imbalances

o Lack of sleep

o Poor diet

B. Mental Health Issues

o Mental disorders

o Depression

o Mood disorder

o Personality disorder

o Identifying employee mental health issues

o Use of an Employee Assistance Program (EAP)

o Be aware of protections afforded by the Americans With Disabilities Act (ADA)

III. Dealing with the Emotional Employee

A. Communicating with the Emotional Employee

o Paraphrase the employee’s comments

o Asking questions

o Listen more than speak

o Reframe inflammatory/emotional comments

B. Other Manager Interventions

o Coaching the emotional employee

o Having an accountability conversation

o Assessing potential mental health issues of employee

o Refer employee to Human Resources for assistance

o Discipline

IV. Dealing with the Threat of Employee Violence

A. Assessing the Threat of Employee Violence

o Warning signs of violence

o Substance abuse

o Mood swings

o Behavior making other employees uncomfortable

o Aggressive behavior

B. Response to the Threat of Employee Violence

o Use of a threat assessment team

o Identifying a suicidal employee

o Create a supportive environment

o Provide communication and empathy training

Why Should You Attend:

More organizations are recognizing that emotions are part of being human. Employees cannot separate their emotions from the work environment they operate in. In recent years employers have come to recognize this. Those attending will learn the cause of strong emotions in employees and how to handle those feelings when they arise. Managers will become familiar with other interventions that may be available to them in handling their emotional employees.

Those attending will also learn how to handle more serious employee issues like the threat of employee violence. This includes being aware of the signs of employee violence. The webinar will discuss how chemical dependency and mental health issues may play a role in potential violence and how to recognize potential danger signs. Finally, the webinar will discuss assembling a threat assessment team and handling those employees that are a threat to commit violence.

Course Outline:

• Handling Employee Emotions

• Emotional Intelligence

• Causes of Strong Emotions

• Mental Health Issues

• Communicating with the Emotional Employee

• Manager Interventions

• Dealing with the Threat of Employee Violence

• Responding to the Threat of Employee Violence

What You Get:

• Training Materials

• Live Q&A Session with our Expert

• Participation Certificate

• Access to Signup Community (Optional)

• Reward Points

 Who Will Benefit:

• Human Resource Managers

• General Managers

• Team Leaders

• Department Heads

• Employee Assistance Specialists

• Human Resource Generalists