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Showing posts with label Dr. Travis Bradberry. Show all posts
Showing posts with label Dr. Travis Bradberry. Show all posts

How Successful People Stay Calm



 by Dr. Travis Bradberry -

The ability to manage your emotions and remain calm under pressure has a direct link to your performance. TalentSmart has conducted research with more than a million people, and we’ve found that 90% of top performers are skilled at managing their emotions in times of stress in order to remain calm and in control.
If you follow our newsletter, you’ve read some startling research summaries that explore the havoc stress can wreak on one’s physical and mental health (such as the Yale study, which found that prolonged stress causes degeneration in the area of the brain responsible for self-control).

The tricky thing about stress (and the anxiety that comes with it) is that it’s an absolutely necessary emotion.

Our brains are wired such that it’s difficult to take action until we feel at least some level of this emotional state. In fact, performance peaks under the heightened activation that comes with moderate levels of stress. As long as the stress isn’t prolonged, it’s harmless.

New research from the University of California, Berkeley, reveals an upside to experiencing moderate levels of stress. But it also reinforces how important it is to keep stress under control.

The study, led by post-doctoral fellow Elizabeth Kirby, found that the onset of stress entices the brain into growing new cells responsible for improved memory.

However, this effect is only seen when stress is intermittent. As soon as the stress continues beyond a few moments into a prolonged state, it suppresses the brain’s ability to develop new cells.
“I think intermittent stressful events are probably what keeps the brain more alert, and you perform better when you are alert,” Kirby says.

For animals, intermittent stress is the bulk of what they experience, in the form of physical threats in their immediate environment.

Long ago, this was also the case for humans. As the human brain evolved and increased in complexity, we’ve developed the ability to worry and perseverate on events, which creates frequent experiences of prolonged stress.
Besides increasing your risk of heart disease, depression, and obesity, stress decreases your cognitive performance. Fortunately, though, unless a lion is chasing you, the bulk of your stress is subjective and under your control.

Top performers have well-honed coping strategies that they employ under stressful circumstances. This lowers their stress levels regardless of what’s happening in their environment, ensuring that the stress they experience is intermittent and not prolonged.
While I’ve run across numerous effective strategies that successful people employ when faced with stress, what follows are ten of the best. 

Some of these strategies may seem obvious, but the real challenge lies in recognizing when you need to use them and having the wherewithal to actually do so in spite of your stress.


STRATEGIES FOR FACING STRESS

1. Appreciate What You Have
Taking time to contemplate what you’re grateful for isn’t merely the “right” thing to do. It also improves your mood, because it reduces the stress hormone cortisol by 23%.

Research conducted at the University of California, Davis found that people who worked daily to cultivate an attitude of gratitude experienced improved mood, energy, and physical well-being. It’s likely that lower levels of cortisol played a major role in this.
2. Avoid Asking “What If?”
“What if?” statements throw fuel on the fire of stress and worry.

Things can go in a million different directions, and the more time you spend worrying about the possibilities, the less time you’ll spend focusing on taking action that will calm you down and keep your stress under control.

Calm people know that asking “what if? will only take them to a place they don’t want—or need—to go.
3. Stay Positive
Positive thoughts help make stress intermittent by focusing your brain’s attention onto something that is completely stress-free. You have to give your wandering brain a little help by consciously selecting something positive to think about.

Any positive thought will do to refocus your attention. When things are going well, and your mood is good, this is relatively easy. When things are going poorly, and your mind is flooded with negative thoughts, this can be a challenge.

In these moments, think about your day and identify one positive thing that happened, no matter how small.

If you can't think of something from the current day, reflect on the previous day or even the previous week. Or perhaps you’re looking forward to an exciting event that you can focus your attention on.

The point here is that you must have something positive that you're ready to shift your attention to when your thoughts turn negative.
4. Disconnect
Given the importance of keeping stress intermittent, it’s easy to see how taking regular time off the grid can help keep your stress under control.

When you make yourself available to your work 24/7, you expose yourself to a constant barrage of stressors. Forcing yourself offline and even—gulp!—turning off your phone gives your body a break from a constant source of stress.

Studies have shown that something as simple as an email break can lower stress levels.
Technology enables constant communication and the expectation that you should be available 24/7. It is extremely difficult to enjoy a stress-free moment outside of work when an email that will change your train of thought and get you thinking (read: stressing) about work can drop onto your phone at any moment.

If detaching yourself from work-related communication on weekday evenings is too big a challenge, then how about the weekend? Choose blocks of time where you cut the cord and go offline. You’ll be amazed at how refreshing these breaks are and how they reduce stress by putting a mental recharge into your weekly schedule.

If you’re worried about the negative repercussions of taking this step, first try doing it at times when you’re unlikely to be contacted—maybe Sunday morning.

As you grow more comfortable with it, and as your coworkers begin to accept the time you spend offline, gradually expand the amount of time you spend away from technology.
5. Limit Caffeine Intake
Drinking caffeine triggers the release of adrenaline. Adrenaline is the source of the “fight-or-flight” response, a survival mechanism that forces you to stand up and fight or run for the hills when faced with a threat.

The fight-or-flight mechanism sidesteps rational thinking in favor of a faster response. This is great when a bear is chasing you, but not so great when you’re responding to a curt email.

When caffeine puts your brain and body into this hyperaroused state of stress, your emotions overrun your behavior. The stress that caffeine creates is far from intermittent, as its long half-life ensures that it takes its sweet time working its way out of your body.
6. Sleep
I’ve beaten this one to death over the years and can’t say enough about the importance of sleep to increasing your emotional intelligence and managing your stress levels.

When you sleep, your brain literally recharges, shuffling through the day’s memories and storing or discarding them (which causes dreams), so that you wake up alert and clear-headed.

Your self-control, attention, and memory are all reduced when you don’t get enough—or the right kind—of sleep. Sleep deprivation raises stress hormone levels on its own, even without a stressor present.

Stressful projects often make you feel as if you have no time to sleep, but taking the time to get a decent night’s sleep is often the one thing keeping you from getting things under control.
7. Squash Negative Self-Talk
A big step in managing stress involves stopping negative self-talk in its tracks. The more you ruminate on negative thoughts, the more power you give them. Most of our negative thoughts are just that—thoughts, not facts.

When you find yourself believing the negative and pessimistic things your inner voice says, it’s time to stop and write them down. Literally stop what you’re doing and write down what you’re thinking.

Once you’ve taken a moment to slow down the negative momentum of your thoughts, you will be more rational and clear-headed in evaluating their veracity.
You can bet that your statements aren’t true any time you use words like “never,” “worst,” “ever,” etc. If your statements still look like facts once they’re on paper, take them to a friend or colleague you trust and see if he or she agrees with you. Then the truth will surely come out.

When it feels like something always or never happens, this is just your brain’s natural threat tendency inflating the perceived frequency or severity of an event.

Identifying and labeling your thoughts as thoughts by separating them from the facts will help you escape the cycle of negativity and move toward a positive new outlook.
8. Reframe Your Perspective
Stress and worry are fueled by our own skewed perception of events. It’s easy to think that unrealistic deadlines, unforgiving bosses, and out-of-control traffic are the reasons we’re so stressed all the time.

You can’t control your circumstances, but you can control how you respond to them. So before you spend too much time dwelling on something, take a minute to put the situation in perspective. If you aren’t sure when you need to do this, try looking for clues that your anxiety may not be proportional to the stressor.

If you’re thinking in broad, sweeping statements such as “Everything is going wrong” or “Nothing will work out,” then you need to reframe the situation.

A great way to correct this unproductive thought pattern is to list the specific things that actually are going wrong or not working out. Most likely you will come up with just some things—not everything—and the scope of these stressors will look much more limited than it initially appeared.
9. Breathe
The easiest way to make stress intermittent lies in something that you have to do everyday anyway: breathing. The practice of being in the moment with your breathing will begin to train your brain to focus solely on the task at hand and get the stress monkey off your back.

When you’re feeling stressed, take a couple of minutes to focus on your breathing. Close the door, put away all other distractions, and just sit in a chair and breathe. The goal is to spend the entire time focused only on your breathing, which will prevent your mind from wandering.

Think about how it feels to breathe in and out. This sounds simple, but it’s hard to do for more than a minute or two. It’s all right if you get sidetracked by another thought; this is sure to happen at the beginning, and you just need to bring your focus back to your breathing.

If staying focused on your breathing proves to be a real struggle, try counting each breath in and out until you get to 20, and then start again from 1. Don’t worry if you lose count; you can always just start over.
This task may seem too easy or even a little silly, but you’ll be surprised by how calm you feel afterward and how much easier it is to let go of distracting thoughts that otherwise seem to have lodged permanently inside your brain.
10. Use Your Support System
It’s tempting, yet entirely ineffective, to attempt tackling everything by yourself. To be calm and productive, you need to recognize your weaknesses and ask for help when you need it.

This means tapping into your support system when a situation is challenging enough for you to feel overwhelmed. Everyone has someone at work and/or outside work who is on their team, rooting for them, and ready to help them get the best from a difficult situation.

Identify these individuals in your life and make an effort to seek their insight and assistance when you need it. Something as simple as talking about your worries will provide an outlet for your anxiety and stress and supply you with a new perspective on the situation.

Most of the time, other people can see a solution that you can’t because they are not as emotionally invested in the situation. Asking for help will mitigate your stress and strengthen your relationships with those you rely upon.


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Healthy Techniques for Dealing with Toxic People



by  Dr. Travis Bradberry -

Toxic people defy logic. 

Some are blissfully unaware of the negative impact that they have on those around them, and others seem to derive satisfaction from creating chaos and pushing other people’s buttons. Either way, they create unnecessary complexity, strife and worst of all stress.
Studies have long shown that stress can have a lasting, negative impact on the brain. Exposure to even a few days of stress compromises the effectiveness of neurons in the hippocampus—an important brain area responsible for reasoning and memory.

Weeks of stress cause reversible damage to neuronal dendrites (the small “arms” that brain cells use to communicate with each other), and months of stress can permanently destroy neurons. Stress is a formidable threat to your success—when stress gets out of control, your brain and your performance suffer.
Most sources of stress at work are easy to identify. If your non-profit is working to land a grant that your organization needs to function, you’re bound to feel stress and likely know how to manage it. It’s the unexpected sources of stress that take you by surprise and harm you the most.
Recent research from the Department of Biological and Clinical Psychology at Friedrich Schiller University in Germany found that exposure to stimuli that cause strong negative emotions—the same kind of exposure you get when dealing with toxic people—caused subjects’ brains to have a massive stress response.

Whether it’s negativity, cruelty, the victim syndrome or just plain craziness, toxic people drive your brain into a stressed-out state that should be avoided at all costs.
The ability to manage your emotions and remain calm under pressure has a direct link to your performance. 

TalentSmart has conducted research with more than a million people, and we’ve found that 90% of top performers are skilled at managing their emotions in times of stress in order to remain calm and in control. One of their greatest gifts is the ability to neutralize toxic people. 

Top performers have well-honed coping strategies that they employ to keep toxic people at bay.

While I’ve run across numerous effective strategies that successful people employ when dealing with toxic people, what follows are twelve of the best. 
To deal with toxic people effectively, you need an approach that enables you, across the board, to control what you can and eliminate what you can’t. 

The important thing to remember is that you are in control of far more than you realize.



Healthy Techniques
for Dealing with Difficult People

  • Set Limits (Especially with Complainers)
Complainers and negative people are bad news because they wallow in their problems and fail to focus on solutions. They want people to join their pity party so that they can feel better about themselves. 
People often feel pressure to listen to complainers because they don’t want to be seen as callous or rude, but there’s a fine line between lending a sympathetic ear and getting sucked into their negative emotional spiral. 
You can avoid this only by setting limits and distancing yourself when necessary. Think of it this way: if the complainer were smoking, would you sit there all afternoon inhaling the second-hand smoke? You’d distance yourself and you should do the same with complainers. 
A great way to set limits is to ask complainers how they intend to fix the problem. They will either quiet down or redirect the conversation in a productive direction.
  • Don’t Die in the Fight
Successful people know how important it is to live to fight another day, especially when your foe is a toxic individual. In conflict, unchecked emotion makes you dig your heels in and fight the kind of battle that can leave you severely damaged. 
When you read and respond to your emotions, you’re able to choose your battles wisely and only stand your ground when the time is right.
  • Rise Above
Toxic people drive you crazy because their behavior is so irrational. Make no mistake about it; their behavior truly goes against reason. So why do you allow yourself to respond to them emotionally and get sucked into the mix? 
The more irrational and off-base someone is, the easier it should be for you to remove yourself from their traps. Quit trying to beat them at their own game. 
Distance yourself from them emotionally and approach your interactions like they’re a science project (or you’re their shrink, if you prefer the analogy). You don’t need to respond to the emotional chaos—only the facts.
  • Stay Aware of Their Emotions
Maintaining an emotional distance requires awareness. You can’t stop someone from pushing your buttons if you don’t recognize when it’s happening. 
Sometimes you’ll find yourself in situations where you’ll need to regroup and choose the best way forward. This is fine and you shouldn’t be afraid to buy yourself some time to do so. 
Think of it this way—if a mentally unstable person approaches you on the street and tells you he’s John F. Kennedy, you’re unlikely to set him straight. 
When you find yourself with a coworker who is engaged in similarly derailed thinking, sometimes it’s best to just smile and nod. If you’re going to have to straighten them out, it’s better to give yourself some time to plan the best way to go about it.
  • Establish Boundaries
This is the area where most people tend to sell themselves short. They feel like because they work or live with someone, they have no way to control the chaos. This couldn’t be further from the truth. 
Once you’ve found your way to Rise Above a person, you’ll begin to find their behavior more predictable and easier to understand. This will equip you to think rationally about when and where you have to put up with them and when you don’t. 
For example, even if you work with someone closely on a project team, that doesn’t mean that you need to have the same level of one-on-one interaction with them that you have with other team members. 
You can establish a boundary, but you’ll have to do so consciously and proactively. If you let things happen naturally, you are bound to find yourself constantly embroiled in difficult conversations. 
If you set boundaries and decide when and where you’ll engage a difficult person, you can control much of the chaos. The only trick is to stick to your guns and keep boundaries in place when the person tries to encroach upon them, which they will.
  • Don’t Let Anyone Limit Your Joy
When your sense of pleasure and satisfaction are derived from the opinions of other people, you are no longer the master of your own happiness. 
When emotionally intelligent people feel good about something that they’ve done, they won’t let anyone’s opinions or snide remarks take that away from them. 
While it’s impossible to turn off your reactions to what others think of you, you don’t have to compare yourself to others, and you can always take people’s opinions with a grain of salt.
That way, no matter what toxic people are thinking or doing, your self-worth comes from within. Regardless of what people think of you at any particular moment, one thing is certain—you’re never as good or bad as they say you are.
  • Don’t Focus on Problems—Only Solutions
Where you focus your attention determines your emotional state. When you fixate on the problems you’re facing, you create and prolong negative emotions and stress. 
When you focus on actions to better yourself and your circumstances, you create a sense of personal efficacy that produces positive emotions and reduces stress. 
When it comes to toxic people, fixating on how crazy and difficult they are gives them power over you. Quit thinking about how troubling your difficult person is, and focus instead on how you’re going to go about handling them. 
This makes you more effective by putting you in control, and it will reduce the amount of stress you experience when interacting with them.
  • Don’t Forget
Emotionally intelligent people are quick to forgive, but that doesn’t mean that they forget. Forgiveness requires letting go of what’s happened so that you can move on. It doesn’t mean you’ll give a wrongdoer another chance. 
Successful people are unwilling to be bogged down unnecessarily by others’ mistakes, so they let them go quickly and are assertive in protecting themselves from future harm.
  • Squash Negative Self-Talk
Sometimes you absorb the negativity of other people. There’s nothing wrong with feeling bad about how someone is treating you, but your self-talk (the thoughts you have about your feelings) can either intensify the negativity or help you move past it. 
Negative self-talk is unrealistic, unnecessary, and self-defeating. It sends you into a downward emotional spiral that is difficult to pull out of. You should avoid negative self-talk at all costs.
  • Limit Caffeine Intake
Drinking caffeine triggers the release of adrenaline. Adrenaline is the source of the “fight-or-flight” response, a survival mechanism that forces you to stand up and fight or run for the hills when faced with a threat. 
The fight-or-flight mechanism sidesteps rational thinking in favor of a faster response. This is great when a bear is chasing you, but not so great when you’re surprised in the hallway by an angry coworker.
  • Get Some Sleep
I’ve beaten this one to death over the years and can’t say enough about the importance of sleep to increasing your emotional intelligence and managing your stress levels. 
When you sleep, your brain literally recharges, shuffling through the day’s memories and storing or discarding them (which causes dreams), so that you wake up alert and clear-headed. 
Your self-control, attention, and memory are all reduced when you don’t get enough—or the right kind—of sleep. Sleep deprivation raises stress hormone levels on its own, even without a stressor present. 
A good night’s sleep makes you more positive, creative, and proactive in your approach to toxic people, giving you the perspective you need to deal effectively with them.
  • Use Your Support System
It’s tempting, yet entirely ineffective, to attempt tackling everything by yourself. To deal with toxic people, you need to recognize the weaknesses in your approach to them. This means tapping into your support system to gain perspective on a challenging person. 
Everyone has someone at work and/or outside work who is on their team, rooting for them, and ready to help them get the best from a difficult situation. 
Identify these individuals in your life and make an effort to seek their insight and assistance when you need it. Something as simple as explaining the situation can lead to a new perspective. 
Most of the time, other people can see a solution that you can’t because they are not as emotionally invested in the situation.
Bringing It All Together
Before you get this system to work brilliantly, you’re going to have to pass some tests. Most of the time, you will find yourself tested by touchy interactions with problem people.

Thankfully, the plasticity of the brain allows it to mold and change as you practice new behaviors, even when you fail.

Implementing these healthy, stress-relieving techniques for dealing with difficult people will train your brain to handle stress more effectively and decrease the likelihood of ill effects.

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How and Why to Stay Positive



by Dr. Travis Bradberry -

When faced with setbacks and challenges, we've all received the well-meaning advice to "stay positive." The greater the challenge, the more this glass-half-full wisdom can come across as Pollyannaish and unrealistic.

It's hard to find the motivation to focus on the positive when positivity seems like nothing more than wishful thinking.

The real obstacle to positivity is that our brains are hard-wired to look for and focus on threats. This survival mechanism served humankind well back when we were hunters and gatherers, living each day with the very real threat of being killed by someone or something in our immediate surroundings. That was eons ago.

Today, this mechanism breeds pessimism and negativity through the mind's tendency to wander until it finds a threat. These "threats" magnify the perceived likelihood that things are going—and/or are going to go—poorly.

When the threat is real and lurking in the bushes down the path, this mechanism serves you well. When the threat is imagined and you spend two months convinced the project you're working on is going to flop, this mechanism leaves you with a soured view of reality that wreaks havoc in your life.

Positivity and Your Health

Pessimism is trouble because it's bad for your health. Numerous studies have shown that optimists are physically and psychologically healthier than pessimists.

Martin Seligman at the University of Pennsylvania has conducted extensive research on the topic, and often explores an important distinction—whether people consider their failures the product of personal deficits beyond their control or mistakes they can fix with effort.

Seligman finds much higher rates of depression in people who pessimistically attribute their failures to personal deficits. Optimists, however, treat failure as a learning experience and believe they can do better in the future.

To examine physical health, Seligman worked with researchers from Dartmouth and the University of Michigan on a study that followed people from age 25 to 65 to see how their levels of pessimism or optimism influenced or correlated with their overall health.

The researchers found that pessimists' health deteriorated far more rapidly as they aged. Seligman's findings are similar to research conducted by the Mayo Clinic that found optimists have lower levels of cardiovascular disease and longer life-spans.

Although the exact mechanism through which pessimism affects health hasn't been identified, researchers at Yale and the University of Colorado found that pessimism is associated with a weakened immune response to tumors and infection.

Researchers from the Universities of Kentucky and Louisville went so far as to inject optimists and pessimists with a virus to measure their immune response. The researchers found optimists had a significantly stronger immune response than pessimists.


Positivity and Performance

Keeping a positive attitude isn't just good for your health. Martin Seligman has also studied the connection between positivity and performance.

In one study in particular, he measured the degree to which insurance salespeople were optimistic or pessimistic in their work, including whether they attributed failed sales to personal deficits beyond their control or circumstances they could improve with effort.

Optimistic salespeople sold 37% more policies than pessimists, who were twice as likely to leave the company during their first year of employment.

Seligman has studied positivity more than anyone, and he believes in the ability to turn pessimistic thoughts and tendencies around with simple effort and know-how. But Seligman doesn't just believe this.

His research shows that people can transform a tendency toward pessimistic thinking into positive thinking through simple techniques that create lasting changes in behavior long after they are discovered.

Your brain just needs a little help to defeat its negative inner voice.


TWO SIMPLE STEPS

To that end, I've provided two simple steps for you to follow that will begin training your brain to focus on the positive.

Step 1. Separate Fact from Fiction

The first step in learning to focus on the positive requires knowing how to stop negative self-talk in its tracks. The more you ruminate on negative thoughts, the more power you give them. Most of our negative thoughts are just that—thoughts, not facts.

When you find yourself believing the negative and pessimistic things your inner voice says, it's time to stop and write them down. Literally stop what you're doing and write down what you're thinking. Once you've taken a moment to slow down the negative momentum of your thoughts, you will be more rational and clear-headed in evaluating their veracity.

Evaluate these statements to see if they're factual. You can bet the statements aren't true any time you see words like never, always, worst, ever, etc. Do you really always lose your keys? Of course not. Perhaps you forget them frequently, but most days you do remember them.

Are you never going to find a solution to your problem? If you really are that stuck, maybe you've been resisting asking for help. Or if it really is an intractable problem, then why are you wasting your time beating your head against the wall?

If your statements still look like facts once they're on paper, take them to a friend or colleague you can trust, and see if he or she agrees with you. Then the truth will surely come out.

When it feels like something always or never happens, this is just your brain's natural threat tendency inflating the perceived frequency or severity of an event. Identifying and labeling your thoughts as thoughts by separating them from the facts will help you escape the cycle of negativity and move toward a positive new outlook.

Step 2. Identify a Positive to Replace the Negative

Now that you have a tool to snap yourself out of self-defeating, negative thoughts, it's time to help your brain learn what you want it to focus on—the positive.

This will come naturally after some practice, but first you have to give your wandering brain a little help by consciously selecting something positive to think about. Any positive thought will do to refocus your brain's attention.

When things are going well, and your mood is good, this is relatively easy. When things are going poorly, and your mind is flooded with negative thoughts, this can be a challenge. In these moments, think about your day and identify one positive thing that happened, no matter how small.

If you can't think of something from the current day, reflect on the previous day or even the previous week. Or perhaps there is an exciting event you are looking forward to that you can focus your attention on.

The point here is you must have something positive that you're ready to shift your attention to when your thoughts turn negative.

In step one, you learned how to strip the power from negative thoughts by separating fact from fiction. Step two is to replace the negative with a positive.

Once you have identified a positive thought, draw your attention to that thought each time you find yourself dwelling on the negative. If that proves difficult, you can repeat the process of writing down the negative thoughts to discredit their validity, and then allow yourself to freely enjoy positive thoughts.

I realize these two steps sound incredibly basic but they have tremendous power because they retrain your brain to have a positive focus.

These steps break old habits, if you force yourself to use them. Given the mind's natural tendency to wander toward negative thoughts, we can all use a little help with staying positive. Put these steps to use and you'll reap the physical, mental and performance benefits that come with a positive frame of mind.


POSITIVITY IS CONTAGIOUS





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5 Secrets to Mastering Conflict



by Dr. Travis Bradberry anda Joseph Grenny -

Between the two of us, we’ve spent 50 years studying what makes people successful at work. A persistent finding in both of our research is that your ability to handle moments of conflict has a massive impact on your success. 

How you handle conflict determines the amount of trust, respect and connection you have with your colleagues.

Conflict typically boils down to crucial conversations—moments when the stakes are high, emotions run strong and op­­­­­­­inions differ. And you cannot master crucial conversations without a high degree of emotional intelligence (EQ).

With a mastery of conflict being so critical to your success, it’s no wonder that, among the million-plus people that TalentSmart has tested, more than 90% of top performers have high EQs.


How can you use emotional intelligence to master crucial conversations? 

There are five common mistakes you must avoid and five alternative strategies you can follow that will take you down the right path.
Mistake #1: Being Brutally Honest 
You’ve suffered in silence long enough. Your colleague continues to park so close to your car that you have to enter through the passenger door. You’ve asked her before to stop. After a dozen more violations of your request, you decide you’ve suffered long enough. 
Clearly, she needs to know what you think of her intentional disrespect. So you let her have it. You get right in her face and tell her what an inconsiderate jerk she is. 
How to beat this?  
Honesty without brutality. From a young age, we’re taught to believe that we have to choose between telling the truth and keeping a friend—that the only options are brutality or harmony. With emotional intelligence, you can speak the truth without burning a bridge. 
Have you ever noticed how some conversations—even ones about very risky subjects—go very well? And others, even ones about trivial things, can degenerate into combat? The antidote to conflict is not diluting your message. It’s creating safety. 
Many people think the content of the conversation is what makes people defensive, so they assume it’s best to just go for it and be brutally honest. It isn’t. 
People don’t get defensive because of the content—they get defensive because of the intent they perceive behind it. It isn’t the truth that hurts—it’s the malice used to deliver the truth. 
Mistake #2: Robotically Sharing Your Feelings 
Some well-intentioned “communication” professionals suggest that when it’s time to speak up, the diplomatic way to do so is to start by sharing your feelings. 
For example, you tell your parking-impaired colleague, “I feel rage and disgust.” Somehow that’s supposed to help. It doesn’t. People don’t work this way. Robotically sharing your feeling only alienates, annoys and confuses them. 
How to beat this?  
Start with the facts. Our brains often serve us poorly during crucial conversations. In order to maximize cognitive efficiency our minds store feelings and conclusions but not the facts that created them. 
That’s why, when you give your colleague negative feedback and he asks for an example, you often hem and haw. You truly can’t remember. So you repeat your feelings or conclusions, but offer few helpful facts. 
Gathering the facts beforehand is the homework required to master crucial conversations. Before opening your mouth, think through the basic information that helped you think or feel the way you do—and prepare to share it first. 
Mistake #3: Defending Your Position 
When someone takes an opposing view on a topic you care deeply about, the natural human response is “defense.” 
Our brains are hard-wired to assess for threats, but when we let feelings of being threatened hijack our behavior, things never end well. In a crucial conversation, getting defensive is a surefire path to failure. 
How to beat this?  
Get curious. A great way to inoculate yourself against defensiveness is to develop a healthy doubt about your own certainty. Then, enter the conversation with intense curiosity about the other person’s world. 
Give yourself a detective’s task of discovering why a reasonable, rational and decent person would think the way he or she does. As former Secretary of State Dean Rusk said, “The best way to persuade others is with your ears, by listening.” 
When others feel deeply understood, they become far more open to hearing you. 
Mistake #4: Blaming Others for Your Situation 
Your boss tells you she’ll go to bat for you for a promotion. You hear later that in the HR review she advocated for your colleague instead. You feel betrayed and angry. Certainly, your boss is the one responsible for your pain—right? Truth is, she’s not the only one. 
How to beat this?  
Challenge your perspective. When we feel threatened, we amplify our negative emotions by blaming other people for our problems. You cannot master conflict until you recognize the role you’ve played in creating your circumstances. 
Your boss may have passed you over, but she did so for a reason. Half your pain is the result of her betrayal; the other half is due to your disappointment over not performing well enough to win the promotion. 
Mistake #5: Worrying About the Risks of Speaking Up 
It’s easy for crucial conversations to fill you with dread. Under the influence of such stress, your negative self-talk takes over and you obsess over all the bad things that might happen if you speak up. You conjure images of conflict, retribution, isolation and pain until you retreat into silence. 
How to beat this?  
Determine the risks of not speaking up. The fastest way to motivate yourself to step up to difficult conversations is to simply articulate the costs of not speaking up. VitalSmarts research shows that those who consistently speak up aren’t necessarily more courageous; they’re simply more accurate.  
First, they scrupulously review what is likely to happen if they fail to speak up. Second, they ponder what might happen if they speak up and things go well. And finally (the order is important) they consider what may happen if the conversation goes poorly. 
Once they have an accurate understanding of the possibilities, saying something is their typical choice.

Bringing It All Together

The only way to win an argument is to never have one in the first place. Successful people know this—they don’t avoid conflict because they can do something productive with it before things get out of hand. 

Apply these strategies the next time you’re facing a challenging situation and you’ll be amazed by the results.

ABOUT THE AUTHORS:   
Joseph Grenny coauthored this post with me. Joseph is a four-time New York Timesbestselling author, keynote speaker, and leading social scientist for business performance at VitalSmarts. Joseph is the coauthor of Crucial Conversations, Influencer, Crucial Accountability and Change Anything.  
Dr. Travis Bradberry is the award-winning co-author of the #1 bestselling book, Emotional Intelligence 2.0, and the cofounder of TalentSmart, the world's leading provider of emotional intelligence tests and training, serving more than 75% of Fortune 500 companies. His bestselling books have been translated into 25 languages and are available in more than 150 countries. Dr. Bradberry has written for, or been covered by,Newsweek, BusinessWeek, Fortune, Forbes, Fast Company, Inc., USA Today, The Wall Street Journal, The Washington Post, and The Harvard Business Review.



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