Performance Under Pressure - Effective Human Interactions: Avoiding Getting Hooked

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The third guideline to help you deal with stressed colleagues is to avoid getting hooked by their stressed behavior. One way to do this is to reframe your thinking.
For example, rather than focusing on your dislike of the behavior the other is exhibiting, realize what lies behind it. You'll generally find that the person has experienced an enormous buildup of pressure that's causing them to react in this way.
Showing Empathy
Another way of avoiding getting hooked is to try to show empathy for what a person's trying to cope with. Imagine yourself in that person's shoes. You can also remind yourself that you're not the real target of the other person's behavior — whether the behavior is lashing out or avoidance. The behavior's a response to a stressor, and you happen to be in the way. So it's best not to take it personally.
Consider Jack, he manages a small team of banking administrators. Beth, one of the team members, is upset because she's under pressure to complete a task. Follow along as Jack deals with Beth's behavior.
Beth: Jack, you asked me to reconcile the debtors report by end of today, but I'm already overstretched with my daily tasks.
Jack: I'm glad you came to me to clarify. You should focus on the debtor report for today.
Beth: But I'm also covering for Marie's holidays! Did you forget? Beth is sarcastic.
Jack: I didn't forget Beth. I understand that you're under pressure with a lot of competing tasks. It's hard to know what to prioritize. I'll reassign your other duties.
Beth: OK then! Thanks for clearing that up. Beth is happy.
In this example, Jack avoided getting hooked on Beth's behavior by remaining calm rather than reacting to her agitated behavior. He reacted positively, therefore refraining from adding to her stress.
Jack showed empathy toward her task management challenges and didn't take her sarcasm personally. (...)

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