Amygdala hijack - ENGLISH

PMSL Training

1 Oct 201503:05

Summary

TLDRThe video script delves into the phenomenon of 'amygdala hijack,' where intense emotions can overpower rational thought. It explains that the amygdala, the brain's emotional center, can take control during stressful situations, leading to emotional outbursts. The script suggests techniques to regain control, such as labeling emotions to activate the cortex and reduce emotional intensity. It also highlights the importance of assertive feedback and empathy in managing one's own and others' emotional responses, providing a clear strategy for navigating high-stress interactions.

Takeaways

🧠 The amygdala is the emotional center of the brain, and it can take over the cortex during stressful situations, leading to an 'amygdala hijack'.
🛑 In an amygdala hijack, the cortex's ability to reason is compromised, making it difficult for individuals to think clearly or use intelligence.
💪 Adrenaline is released during an amygdala hijack and can remain in the body for approximately 18 minutes.
🔍 The amygdala hijack is characterized by three signs: a strong emotional reaction, a sudden onset, and regretting actions afterward.
😡 Any strong emotion can trigger the amygdala, impairing the cortex's working memory and overwhelming rationality with emotions.
📉 Labeling emotions can help reduce their intensity and shift activity back to the cortex, increasing cognitive control.
🤔 Assertive feedback is a technique to engage the thinking part of the brain, helping to analyze and control emotional reactions.
👉 To give assertive feedback, identify feelings, the cause of the emotion, and why the event caused that emotion, which aids in rational thinking.
🗣️ Speaking these thoughts out loud can help communicate feelings and intentions, aiding in regaining control of the situation.
🌐 Empathizing with others by identifying and labeling their emotions can help them regain control during an emotional outburst.
🔄 By empathizing and communicating understanding of the other person's feelings and situation, you can help them switch on their cortex to process the situation more effectively.

Q & A

What is the amygdala and why is it significant in emotional outbursts?
-The amygdala is the emotional center of the brain that plays a crucial role in emotional outbursts. It takes over the cortex during stressful or intense situations, preparing the body for fight or flight and making it difficult to use intelligence or reasoning.
What happens during an 'amygdala hijack'?
-During an 'amygdala hijack,' the amygdala overpowers the cortex, causing a release of adrenaline and impairing the cortex's working memory and rationality. This makes it challenging for individuals to think clearly and respond rationally to situations.
How long does adrenaline typically stay in the body after an emotional outburst?
-Adrenaline released during an emotional outburst typically stays in the body for about 18 minutes.
What are the three signs that characterize an 'amygdala hijack'?
-The three signs of an 'amygdala hijack' are a strong emotional reaction, a sudden onset, and regretting one's actions later.
How can labeling emotions help in regaining control during an emotional outburst?
-Labeling emotions helps to reduce their intensity and return some of the activity back to the cortex, thus increasing cognitive control and enabling individuals to think more clearly.
What is the technique of giving assertive feedback and how does it help in managing emotional outbursts?
-The technique of giving assertive feedback involves identifying how one feels, what the emotion is about, and why it was triggered. This forces the thinking part of the brain to analyze the situation, helping to regain control over emotional reactions.
How can you empathize with someone experiencing an 'amygdala hijack'?
-To empathize, identify how the person feels, what the emotion is about, and what event or behavior caused it. Then, communicate these understandings to the person, which can help them switch on their cortex and regain control.
Why is it important to say assertive feedback out loud during an emotional situation?
-Saying assertive feedback out loud allows others to understand your feelings and perspective. It also forces the person to engage their cortex to comprehend your words, which can help them regain control of their emotions.
What role does the cortex play in emotional regulation?
-The cortex is the thinking area of the brain that, when functioning properly, helps in rational thinking and emotional regulation. However, during an 'amygdala hijack,' the cortex's ability to process emotions and rationality can be overwhelmed.
How can understanding the concept of 'amygdala hijack' benefit customer service professionals?
-Understanding 'amygdala hijack' can help customer service professionals recognize and manage emotional outbursts more effectively. It provides insights into how to regain control and de-escalate intense situations by engaging the thinking part of the brain.
What strategies can be used to help someone regain control after an emotional outburst?
-Strategies include labeling emotions to reduce their intensity, giving assertive feedback to analyze the situation, and empathizing with the person to help them understand their feelings and regain control.

Outlines

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🧠 Emotional Outbursts and the Amygdala Hijack

This paragraph discusses the phenomenon of emotional outbursts, particularly in the context of customer service. It explains that the amygdala, the emotional center of the brain, can take over the cortex, the thinking part, during stressful situations, leading to a state known as 'amygdala hijack.' This state is characterized by strong emotions, a sudden onset, and later regret. The release of adrenaline during this hijack can last for about 18 minutes. The paragraph also suggests that identifying and labeling emotions can help regain control by activating the thinking part of the brain and reducing the intensity of emotions.

Mindmap

Keywords

💡Amygdala

The amygdala is an almond-shaped structure in the brain that plays a key role in processing emotions, particularly those that are associated with fear and pleasure. In the video, it is described as the 'emotional center of the brain.' It is particularly relevant as it is responsible for triggering the 'amygdala hijack,' a phenomenon where intense emotions can override rational thinking, as seen when customers have emotional outbursts.

💡Cortex

The cortex refers to the outer layer of the brain, which is involved in higher cognitive functions such as thinking, reasoning, and decision-making. In the context of the video, it is the 'thinking area' that can be overridden by the amygdala during stressful situations, leading to the 'amygdala hijack.' The script emphasizes the importance of engaging the cortex to regain control and rationality in emotionally charged situations.

💡Amygdala Hijack

The term 'amygdala hijack' describes a situation where the amygdala takes control over the cortex in response to a perceived threat, causing an intense emotional reaction that can impair rational thought. The video uses this concept to explain why customers may have emotional outbursts and how it can be managed by re-engaging the cortex through techniques like assertive feedback.

💡Emotional Outbursts

Emotional outbursts are intense, sudden expressions of emotion that can be difficult to manage. The video script discusses how these outbursts can occur when customers are dissatisfied with service, and they are linked to the amygdala hijack, where the emotional response is so strong that it temporarily impairs rational thinking.

💡Adrenaline

Adrenaline, also known as epinephrine, is a hormone that is released in response to stress or danger. In the video, it is mentioned that during an 'amygdala hijack,' adrenaline is released and can stay in the body for about 18 minutes. This physiological response contributes to the heightened emotional state and the difficulty in thinking clearly during emotional outbursts.

💡Fight or Flight

The 'fight or flight' response is a physiological reaction that occurs in response to a perceived harmful event or threat to survival. The video script explains that the amygdala prepares the body for this response during stressful or intense situations, which can lead to the 'amygdala hijack' and impair rational thinking.

💡Cognitive Control

Cognitive control refers to the ability to regulate and manage one's thoughts and actions. In the video, it is mentioned that cognitive control can be increased by labeling emotions, which helps to reduce their intensity and re-engage the cortex, allowing for a more rational response to emotional situations.

💡Assertive Feedback

Assertive feedback is a communication technique that involves expressing one's feelings, opinions, or beliefs in a direct, honest, and respectful manner. The video script suggests that using assertive feedback can help to force the thinking part of the brain into action, allowing for a more rational analysis of the situation and better control over emotional responses.

💡Empathizing

Empathizing is the act of understanding and sharing the feelings of another person. In the context of the video, empathizing with a customer experiencing an 'amygdala hijack' involves identifying and labeling their emotions, which can help them regain control by re-engaging their cortex and understanding their feelings.

💡Rationality

Rationality refers to the ability to think and act in a logical and reasoned manner. The video script discusses how intense emotions can overwhelm rationality during an 'amygdala hijack,' and it emphasizes the importance of regaining rational thought by engaging the cortex and using techniques like assertive feedback.

💡Emotion Regulation

Emotion regulation is the process of initiating, maintaining, modulating, or changing emotions. The video script highlights the importance of emotion regulation in managing emotional outbursts, suggesting that techniques such as labeling emotions and providing assertive feedback can help individuals regain control over their emotional responses.

Highlights

Emotional outbursts can be challenging to manage when customers are dissatisfied with service.

Understanding the amygdala's role in emotional responses is key to controlling emotional outbursts.

The amygdala takes over the cortex during stressful situations, leading to the 'amygdala hijack'.

Adrenaline release during an amygdala hijack affects cognitive function for approximately 18 minutes.

Three signs of an amygdala hijack include strong emotional reactions, sudden onset, and later regret.

Emotions can impair the cortex's working memory and rationality, overwhelming clear thinking.

Labeling emotions can help regain control by activating the thinking part of the brain.

Techniques such as assertive feedback can force the brain to analyze the situation rationally.

Identifying emotions and their causes can help control the amygdala hijack and increase cognitive control.

Speaking emotions out loud allows others to understand and empathize with the emotional state.

Empathy involves identifying and verbalizing the emotions and causes perceived in others.

Empathetic communication can help others regain control during an emotional outburst.

Understanding and applying the concept of amygdala hijack can improve customer service interactions.

The importance of recognizing and managing one's own emotions in high-stress situations.

The role of the cortex in rational thinking and its suppression during an emotional response.

Strategies for managing emotional outbursts in a professional setting to maintain effective communication.

The potential impact of emotional regulation on customer satisfaction and service quality.