Civility can increase employees’ job satisfaction, mental health, and organizational commitment while reducing their emotional exhaustion and intention to quit. But in today’s tense environment, even casual remarks, lighthearted jokes, or well-meaning feedback can trigger frustration or conflict. Staying calm under pressure takes practice. Use these three habits to keep your responses constructive when emotions run high.
Notice your automatic response. When you feel attacked, your brain shifts into threat mode, reducing your ability to think clearly. Pause before reacting so you don’t speak or act impulsively from a place of stress.
Name your automatic response. Labeling your emotions helps you regain control. Identify whether the threat is to your status, certainty, autonomy, relationship to others, or sense of fairness. Putting your finger on the threat you’re facing will activate your reasoning and diffuse the emotional charge.
Break the cycle. Respond with clarity and neutrality to avoid escalating the situation. Keep your message focused and non-defensive, redirecting the conversation toward something constructive rather than confrontational. |
