I'm not going to lie, when someone cries at work I'm like "really? Don't be all sensitive here." So I guess the assessment is accurate.
I had to coach myself and reflect on why I think being emotional is such a negative thing. I've explored my own fears of being emotional and am learning that everything is okay in moderation, even emotion. This isn't an easy thing for me to do though, and it's going to take practice. My entire way of working is based around logic, around thinking, not around feeling. However, the ironic part is that I work in HR! People are emotional around me all of the time.
This definitely calls for an improvement in my empathy and emotional sensitivity skills, and again, I'm going to have to practice. To make sure I don't cheat, I've told several colleagues as well as my significant other. So every-time I go "ew look at that cry baby over there," I get the swift kick in the butt to change my frame of mind.
I think that's a great action plan and your increased empathy will probably increase the comfort level of your clients/co-workers when they come to you. But I hope you don't lose too much of your old mentality because I think the "tough love" approach can be effective where appropriate.
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