Communication Composure
Composure does not mean controlling another person’s emotional reaction. It means managing your own state when a conversation becomes difficult or emotionally charged. Through a coaching conversation about delivering challenging news to customers, this video explains why a racing heart, dry throat or sudden loss of words can be natural responses to a perceived threat. Learn to recognise fight, flight, freeze and fawn in your communication behaviours, from interrupting and avoidance to going blank or over-apologising. Awareness creates an opportunity to pause and choose a more helpful response. By slowing and lowering your breathing, clearing space to think and focusing on the state you want to bring into the conversation, you can communicate with greater calm, clarity and resilience. The video also considers how emotional states can be contagious, showing why your composure may positively influence the tone of the interaction.
Who’s It For?
Particularly useful for anyone who delivers difficult information, handles emotional customer conversations or finds themselves becoming anxious under pressure. It will help you recognise your automatic responses, regulate your state and remain more composed when conversations become challenging.
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