This information was last updated on April 23, 2020
Compiled by Theresa Peek, Peek Learning Consultants
Under stress many people become defensive.
When people feel threatened or are triggered, people’s behavior can become dysfunctional. Remaining non-defensive is crucial to collaboration and trust.
Knowing the signs of defensiveness provides an early warning system. This can help you stop your defensive behavior or modify your behavior to help your client be less defensive.
Under stress many people do things differently than they normally would – as an example a person who normally is very collaborative when it comes to conflict might become confrontational or might avoid a conflict completely.
When people are stressed and acting differently than normal, active listening skills and clear communication are critical. To communicate clearly consider both words and behaviors. It is important to understand each side’s point of view, so consider both the substance and the emotional undercurrent of the message of both you and your client.
Under stress many people lose the ability to be resilient, and they struggle with how to deal with situations.
Resilience is the skill and the capacity to be robust under conditions of enormous stress and change. Evidence shows that resilience can be learned.
Some ideas for building resiliency included:
References and Further Reading