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Navigating deep waters with Clients:  Strong Emotions as a Resource and Not a Barrier

Faculty:  Mario Patero and Ulrike Gamm

In our private and professional life–despite many protests and lip service–emotions are still mostly seen as disruptive and socially taboo. Little has changed in the past 500 years since the famous dictum of Descartes, the famous European philosopher: “Cogito ergo sum," I think, therefore I am. Emotions are “irrational," they have to be “managed," they are to be “brought under control," or are “obstacles to be overcome," in order to then create a good = rational working process.

Recent findings of brain research, however, imply a kind of Copernican Revolution and point leaders, consultants, and mediators in a totally new direction. They show how emotions can be used in decision-making processes and how successful communication for sustainable relationships in management and consultancy can be shaped with the help of emotions. But how can emotions be dealt with appropriately in different roles and contexts? How can emotions as a fundamental resource be differentiated, addressed, and integrated? How can one’s own resonance contribute to successful cooperation, and how can key boundaries be set in the case of extremely strong emotions?

Within the framework of the training seminar, the used PAAT model offers you support in dealing with strong emotions–both in self-management as well as in dealing with emotions of colleagues, clients, customers.

What you will learn:

  • Emotions: a combination of body and mind–the new findings of brain research for leadership, consultancy and mediation
  • Somatic Marker: coordination of the conscious and unconscious system
  • Effect balance: how can emotions be used specifically for decision–making?
  • Grammar of emotions
  • Why do I feel what you feel: mirror cells and their effects in successful communication
  • Against emotional speechlessness: the dictionary of emotions
  • Emotions and needs: the compass of mediation

Mario Patera is the head of the Department for Intercultural Social Competence at the Faculty for Interdisciplinary Research and Continuing Education at the University of Klagenfurt Austria. He is a well-known Austrian mediator, psychotherapist, coach, and master trainer for mediation who introduced mediation to the teaching program at several Austrian universities. Through his in-house mediation training courses lawyers, architects, managers, and other professionals have changed their mental models in dealing with conflicts and emotions.

Ulrike Gamm is a mediator and change management consultant in Vienna, Austria. Over the past 20 years she has worked for companies and non-profit organizations in different conflict cultures. She was one of the first consultants and mediators practicing in Central European countries. In her creative mediation style she combines various approaches and techniques (e.g. solution-focused mediation, interest-based negotiation, systemic structural constellation, hypnotherapeutical interventions) to support individual as well as organizational transformation within a conflict situation.