Crying 101
Almost every business leader has experienced it - an employee is crying in your office. It's usually a very awkward moment for both people, and many leaders are at a loss about how to respond. Here are some pointers:
Stop talking for a few moments.
Silently offer the person a tissue. Smart business leaders always have some at hand.
Usually the person will start to apologize because he or she is humiliated to have lost control. Quietly reassure them it is ok.
Say something empathic, such as "This is tough."
As soon as they have themselves under control, resume the conversation, talking quietly. Ask them if they are alright now.
Move the conversation forward.
These behaviors accomplish three goals: you are being kind, you are helping them to regain their self-control, and you are not allowing the conversation to become derailed. In addition, you are reducing your own discomfort with the situation. Tears are a normal human expression of a variety of feelings - sadness, fear, anger, and others. Having a script can help you respond in a helpful, business-like manner.