Workplace Wellbeing: Keeping a cool head in hot situations 

Engaging with a difficult colleague or customer can be challenging, but by adopting expert strategies you can stay calm and diffuse the situation, writes Sharon Ní Chonchúir

Pic: iStock

Dealing with volatile tempers is part of the daily routine for employees like Claire*.

“I’m a nurse and I used to have a colleague who was a senior doctor,” she says. “Emotions can run high in our line of work and when he was under stress, he’d become aggressive in his demeanour.