What should you do when someone cries at work? How can you deal with their tears without escalating the situation? What should you say when a co-worker or customer cries unexpectedly? This video outlines a four step process you can use when emotions trigger tears in the workplace. Discover why some people seem to cry more easily than others. Then find out how to show empathy without taking responsibility for the other person’s feelings or problems. Hear words which you can use to acknowledge the other person’s distress, without inflaming the situation. Then find out what steps to take in order to resolve the situation.