When dealing with misaligned expectations, establish clear communication and responsiveness guidelines to manage expectations. It may be tempting to assume, but as leaders, it is our duty to remain impartial and uncover the underlying cause of an issue.

Managing someone’s emotions isn’t my responsibility, but as a leader, I know the importance of creating space for them to be who they are. When anyone is upset, I remain steady. People often confuse managing emotions with taking responsibility for them. How they're feeling doesn't mean anything about me, and they don’t need me to carry their load—they need me to guide them through it. I listen, and create space, but I don’t absorb it. Emotions pass, but the way forward requires a clear head. That’s where I focus—on guiding them toward the next step, while I remain centered. Stability breeds confidence, and that’s what keeps the team moving, even when emotions run high.

Nós não controlamos emoções quando queremos, aprendemos a "reagir", sentindo ao passar do tempo com mais assertividade. 1º Reconheça os gatilhos que o outro dispara em você. 2º Ajude o outro a reconhecer seus próprios gatilhos emocionais com respostas não assertivas. 3º Apoie, oriente e crie um ambiente seguro com você para o diálogo, escuta e melhoria.

Absolutely, managing both your emotions and those of your direct report is crucial, but it’s also one of the most challenging aspects of leadership. The key is emotional intelligence—recognizing their feelings, validating them, and creating space for them to express what's really going on. It’s important to listen actively, without immediately jumping to problem-solving or defending your perspective. Keeping your own emotions in check involves self-awareness—knowing when you're reacting internally and choosing to stay calm and composed. This allows you to guide the conversation productively, without letting it escalate.

Start by acknowledging their feelings, which will help calm them down. Trying to reason with someone in an emotional hijack won’t be effective. Once they’ve settled, focus on gathering information about the situation. Ask open-ended questions to understand the root cause of their frustration and explore ways to address it. This could be a coachable moment where you can informally apply a model like the GROW model to guide them in thinking through the issue and generating their own solutions. Avoid trying to solve the problem for them unless it’s an urgent, time-sensitive situation.