When faced with a dilemma or asked to intervene on behalf of your team or a colleague, take three deep breaths before speaking or reacting. This will give you the chance to pause, think, and become calm before choosing an appropriate response.
When confronted by a problem or an issue that you find upsetting in some way, ask for some time to go away and digest the information. This will give you the space to reflect on the issue before deciding how to react – or whether to react at all.
Go through the following set of questions before responding to the situation. Doing this not only helps you figure out your response, but also obliges you to marshal more cognitive (and less emotional or visceral) processes to keep knee-jerk reactions in check.
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