Dealing with Highly Sensitive Employees: Communication Techniques and Strategies

    /ArLyne  /Diamond, Ph.Dspeaker of Training Doyensinvite
    Speaker: ArLyne Diamond, Ph.D

    More Trainings by this Expert
    Duration: 60 Minutes
    Product Code: 50927
    Level: Intermediate

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Today’s work force consists of people from all over the world, with many different cultures and ways to communicate. What might seem Ok in one culture might be highly offensive, or even frightening in another. We need to find the balance between honest and sometimes critical communication with the recognition that what we mean mildly might be received as extremely harsh.

Although legally there is “the reasonable person standard” when adjudicating whether harassment or bullying has occurred, because of the vast differences in the manner in which people receive sensitive information, we need to learn to be cautious and careful in the manner in which we communicate — especially with people we perceive as being “overly” sensitive.

This problem is compounded by the conflicting values of constructive criticism and micro-aggression — needing safe places. Some people have been raised as “hot house flowers” unaccustomed to criticism from parents or teachers. Yet, the leadership and management today is being taught the importance of encouraging critical and often divergent points of view.

In this webinar we will share examples of how these differences manifest themselves and offer suggestions for how managers can find a balance. Tips for recognizing when they are dealing with people who are reacting personally and suggestions for modulating their tone, body language and even the words they select will enhance


After attending this webinar you will be able to:

  • Better understand that people receive information differently based on their past experiences and cultural training.
  • Recognize when words, body-language or actions are hurting or scaring someone.
  • Define steps for modifying your approach for effectively communicating with employees so that you can get better results.
  • Explain to others why and how they should modify their behaviors to get better results from those who are more sensitive than them.
  • Help create an environment that is positive, reinforcing and productive for all in your organization by listening actively and effectively, understanding emotions, and speaking responsively.


  • Dealing with people from different cultures — ways and styles of communicating
  • Some reasons why people are “sensitive”
  • Reasonable person standard
  • Examples of how differences manifest themselves
  • Suggestions for management to find balance
  • Enhance management’s ability to work effectively with this very diverse workforce


While dealing with sensitive employees you need to take their concerns and sensitivities seriously and learn how to communicate with them in non-threatening ways. People from different cultures/backgrounds respond differently to the same words. Tone of voice and body language are also crucially important. You will learn how to manage highly emotional employees and the techniques for understanding emotions and speaking responsively.


This workshop is appropriate for all levels of leadership and management in an organization of any size.


Years of Experience: 37+ years

Areas of Expertise: Planning, Change Management, Conflict Resolution, System Streamlining, Communication, People and Project Management

ArLyne Diamond, Ph.D. is an internationally recognized Leadership, Management, Professional Development, and  Organizational Development (O-D) consultant specializing in people and processes in the workplace. Multifaceted, Dr. Diamond has extensive experience in a wide range of disciplines (business, education, management, marketing, business ownership, psychology – and some economics and law as well). This enables her to see things from a variety of angles and to cleave to the essence of a problem quickly, offering her clients creative and practical solutions.

As the President and Founder of her consulting firm, Diamond Associates, which was established in 1981, Dr. Diamond’s clients range from boards of directors and upper management to support staff in many industries, both public and private.  This includes small business and professional practices, corporations, associations, service/charity organizations and government agencies (including police and fire). She works with individuals, teams and large groups. Dr. Diamond trains Boards of Directors and teaches several courses to board members and those striving for board appointments.

She is well known for her skill in large and small group process, including workshops in strategic planning, change management, conflict resolution, system streamlining, communication, management of people and projects,  as well as board of directors development, committee and team training.

Her executive consulting/coaching and mentoring of individuals includes helping new CEOs grow into their position and learn how to create and work with executive teams, stakeholders, and others in their organization.

Dr. Diamond teaches a wide range of MBA university courses in Business, Organizational Development, Quality, Change Management, Persuasion/Negotiation, Marketing, and Leadership.

Born into a family and culture of service to others, ArLyne has been involved with many associations, service and charity organizations. A listing is available here. She is currently active in politics, Rotary, and ProMatch, an organization dedicated to helping those out of work, where she offers workshops and a weekly drop-in helping people with finding themselves, resumes, interview skills and landing the job.

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