Three Leadership Steps to Defuse Tense Situations – Rosabeth Moss Kanter – Harvard Business Review

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How do leaders maintain morale and momentum when members of their team are close to collapsing in frustration over the obstacles they face? Perhaps the issue is angry customers whose questions are hard to answer, or uncooperative peers from other groups who cause logjams and delay decisions. Team members might grumble and complain, or they might simply appear worn down, ready to drop the ball.

Sometimes leaders are frustrated or annoyed themselves. This is already taking too much time. The complaints sound like attacks, and it’s tempting to become defensive or seethe silently. Tensions are mounting.

Before tensions get worse, leaders should turn down the heat and get everyone back on track. They can use three simple communication steps……

Read more at Three Leadership Steps to Defuse Tense Situations – Rosabeth Moss Kanter – Harvard Business Review.

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