When conflict flares up in your organization, do you fuel the fire or douse it with empathy? In this week鈥檚 episode of the Inside EMS podcast, Chris Cebollero and Kelly Grayson break down how to handle interpersonal drama and tough conversations like a leader 鈥� with calm, clarity and tactical empathy.
Tactical empathy isn鈥檛 about being soft; it鈥檚 about being smart. It鈥檚 the intentional art of listening, labeling emotions and showing people they鈥檙e seen 鈥� without letting things spiral into chaos or resentment. Drawing from leadership lessons, clinical psychology and their own missteps, Chris and Kelly lay out 5 solid tools you can start using immediately, from mirroring and eye contact, to setting respectful boundaries.
Whether you鈥檙e managing late shift changes, dealing with crew conflict or just trying to keep morale afloat, this is an episode that gives you actionable steps 鈥� not just leadership fluff.
Oh, and if you think 鈥渢actical鈥� doesn鈥檛 belong in the same sentence as 鈥渇eelings,鈥� they鈥檙e here to prove you wrong.
Memorable quotes
- 鈥淐onflict is part of EMS. You cannot avoid it.鈥� 鈥� Kelly Grayson
- 鈥淓mpathy鈥檚 not a rescue mission. It鈥檚 a recognition moment.鈥� 鈥� Kelly Grayson
- 鈥淭he trick isn鈥檛 avoiding conflict. It鈥檚 learning how to handle it without crushing morale, without leaving the other side, or having one or both sides feeling that you鈥檙e showing favorites or you鈥檙e blind to their concerns.鈥� 鈥� Kelly Grayson
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Catch a new episode of the Inside EMS podcast every Friday on鈥�,鈥�, 鈥�,鈥�,鈥�, and鈥�. Enjoying the show? Please take a moment to鈥�. Contact the Inside EMS team at鈥�theshow@ems1.com鈥痶o share ideas, suggestions and feedback, or let us know if you鈥檇 like to join us as a guest.
