Here's how you can navigate problem-solving tasks by understanding others' emotions.

Problem-solving is an art. It's not just about providing an immediate solution, but also about considering the short and long term impacts and assessing the risk tolerance levels. When people come to me with a problem, I don't rush to solve it. First, I determine if they are seeking a solution or just need to vent. If it's the latter, I listen, show empathy, and then move on. If someone is genuinely seeking a solution, I still refrain from offering one immediately. It's crucial to discern how much of the problem is real versus perceived. Once this understanding is clear, the next steps such as showing empathy and building trust etc. can be effectively taken.

Begin with active listening, paying attention not only to words but also to tone and body language, to fully grasp their perspectives and feelings. Show empathy by acknowledging their emotions and considering their viewpoints. Clear and respectful communication is crucial; ensure your message aligns with your tone and nonverbal cues. In conflicts, stay calm and constructive, addressing emotions and working towards mutual resolutions. Build a trusting environment where team members feel safe to express their thoughts and emotions. By understanding and managing emotions, you enhance collaboration, foster creativity, and achieve more effective solutions.

A existência de conflito pressupõe a existência de relação entre pessoas. E quando há pessoas necessariamente há sentimentos, emoções. Dependendo da cultura ou personalidade das pessoas envolvidas – as que evitam conflitos - algumas vezes os conflitos explodem quando há acúmulo de questões não resolvidas, e entender o contexto dos sentimentos guardados (mágoa, frustração, rancor, sensação de preterimento, desprestígio) pode desempenhar um papel importante na resolução do problema. Destaco algumas técnicas que têm funcionado: validar os sentimentos dos envolvidos, não buscar a competição da dor, escutar sem interromper, escutar e realmente compreender o que está sendo dito.

A customer complains that their order isn't ready on time but the real issue is it's a gift for a party that they need today. Addressing the problem of rushing their order to arrive tomorrow, won't help them for the party today, leaving them embarrassed and frustrated. By asking questions and finding the real emotional undercurrent, now you can respond to solve the true problem. If you don't understand or address the emotions behind a problem, you'll never truly solve it. Whether with an employee or customer, ask questions and actively listen.