Final answer:
Handling conversations with an angry co-worker involves careful choice of words, staying calm, and using open-ended questions. Affirming negative behavior or using defiant tones should be avoided to maintain a constructive conversation. A positive attitude, coupled with a respectful and empathetic approach, helps in resolving conflicts.
Step-by-step explanation:
The main answer to the question about which statements or questions are not helpful when speaking to an angry co-worker is: those that inflame the situation or suggests blame rather than those seeking to understand and solve the problem. When encountering an angry co-worker, it is important to choose your words carefully, stay calm, listen, and avoid suggesting that you are right and they are wrong. Open-ended questions can help understand the other person's position, and restating what the co-worker has said affirms that you were listening and helps to avoid misunderstandings. It is also beneficial to focus on solving the problem together instead of assigning blame. An inappropriate example would be ignoring the situation or affirming negative behavior as in the case with Nadia and Beth, where Nadia avoids the issue by affirming Beth's lateness due to partying as "cool".Other example phrases that would not be positive include bold, defiant, and self-righteous tones that do not invite constructive dialogue or phrases that polarize conversation by inferring authority. Instead, couching language in terms like "it seems that" or "I may be wrong, but" helps take the edge off and invites the listener into a constructive conversation. Projecting a positive attitude and raising concerns in a way that conveys credibility while honoring the feeling of uncertainty can also aid in a productive discourse.In conclusion, effective communication with an angry co-worker requires a balance of empathy, clarity, and positivity, with the goal of turning a potentially contentious situation into an opportunity for understanding and problem-solving.