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Dealing with Toxic Emotions


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Working Out Negative Emotions in the Workplace

reverse mortgage newsI recently had the privilege to take a cruise to Central America. Beyond the fine cuisine, entertainment and pristine scenery I was most impressed with attitude. The attitude of the ship’s staff who catered to each passenger’s need without complaint. Without hesitation. As a businessman this intrigued me. How could such a level of service be possible?  What forces were at work that where one never saw a disgruntled or negative staff member? Intrigued I asked and learned that the cruise line had a strict policy against complaining. Complaining not just to the guests but to one another. Author and business leadership expert Daniel Goleman said “Emotions are contagious from the leader outward”. I would add especially amongst your sales or service force.

Studies have shown that emotions can be transmitted…

Download a transcript of this video here.

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As a prominent commentator and Editor in Chief at, Shannon Hicks has played a pivotal role in reshaping the conversation around reverse mortgages. His unique perspectives and deep understanding of the industry have not only educated countless readers but has also contributed to introducing practical strategies utilizing housing wealth with a reverse mortgage.
Shannon’s journey into the world of reverse mortgages began in 2002 as an originator and his prior work in the financial services industry. Shannon has been covering reverse mortgage news stories since 2008 when he launched the podcast HECMWorld Weekly. Later, in 2010 he began producing the weekly video series The Industry Leader Update and Friday’s Food for Thought.
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  1. Your shirt reminds me of the mid 60s, great choice. I was glad to hear that you had a great cruise.

    Emotions are a tricky thing. Neither cold facts or emotions alone are particularly persuasive. However, well thought out communication backed by correct emotional emphasis can overcome resistance.

    With age comes a stronger reliance on emotions. So here is where teaching an old dog new tricks comes into play.

    Thank you for sharing an excellent standard.

  2. Well Said Shannon. One of the biggest keys to success for any sales person is to deal with issues at hand. Complaining about things that will not change are unproductive and will simply poison your day, week, and month!

    • Richard,

      So what you are saying is that successful sales people should not speak out about things they see which are wrong and will not change since that would be unproductive.

      That kind of thinking reminds me of the kind of reasoning of those who kept the trains running on time for the Nazis during World War II. Where would we be if Rosa Parks and Martin Luther King had held to that standard?

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