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The key takeaways from "Talking to Crazy" that are actionable for managers include:
1. Recognize that irrational behavior has roots in the past and can't be reasoned with in the present moment.
2. Identify the person's Modus Operandi, the specific strategy they use to make you feel guilty, ashamed, afraid or frustrated. This helps you stay calm and in control.
3. Understand that irrational behavior isn't about you but is about the other person. Use mental techniques to retain balance.
4. Empathize with the person by imagining yourself undergoing their emotions of feeling attacked, misunderstood or defensive.
5. Make yourself an ally and not a threat by calmly listening to the person. Allow them to vent and take their side. Listen kindly and mirror the person to make them mirror you.
6. Guide the person to saner ways of thinking.
Question was asked on:
Step 1: Recognize that the other person can't think rationally and can't be reasoned with. Their behavior has roots in the past rather than the present moment. Step 2: Identify the person's Modus Operandi, the specific strategy they use to make you feel guilty, ashamed, afraid or frustrated. This makes you calmer, centered and more in control. Step 3: Realize that crazy behavior isn't about you but is about the other person. Use mental techniques to retain balance. Step 4: Lean in and empathize by imagining yourself undergoing the person's emotions of feeling attacked, misunderstood or defensive. Step 5: Make yourself an ally and not a threat by calmly listening to the person. Allow them to vent and take their side. Listen kindly and mirror the person to make the other person mirror you. Step 6: Guide the person to saner ways of thinking.
Asked on the following book summary:
Do you often deal with bullies, manipulators, know-it-alls and other types of “crazy” in your professional life? If you reason with irrational people,...
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