Devoted to Managers and those that seek to improve their management skills

An interesting paradox that I have found in managing during high-stress situations, is that the tougher the situation is, the softer you must be. The opposite goes for "soft" issues. I have found that sometimes those things that are more petty and sometimes childish, have to be dealt with in a much harder way.

The key during stressful situations goes to the core of how you manage over a period of time, and not just how you deal with a situation in and of itself. This is why you must look at yourself and make sure that you are the type of person and manager that is approachable by employees.

Are you considered someone that is a good listener by your employees? Do they consider you to be able to hold things confidentially that they've told you?

When you see workers make mistakes, do you say how stupid, ignorant or dumb they are in the presnece of other employees, even if you're just kidding around?

Is your response the type where you say that "everyone has problems?" Do people consider you to be sympathetic?
 
Another thing that is important in stressful times is for us to keep our own personal thoughts out of the matter and only look at the facts objectively. What we may consider an easy situation, may not be easy for the one talking to you. 

Be the type of manager that people know will do anything they can to help in taking care of issues that come to you. If there are temporary or permanent changes that need to be made in schedules or work assignments, let it be known that you will do what you can to work it out.
 
On the other side of the last comment we also have to make sure that we aren't creating hardship on other workers, or transferring stress from one worker to another. See to it that all people feel ok about what is happening.
 
Lastly, see to it that you have sound judgement in these matters as there are employees that are always trying to take advantage of you and attempting to make everything center around their needs without considering the needs of the whole team.
 
Look at the employee and their situation from their past performance, work history, and your own observations of them and you should get a feel for what is real or not, and how you need to respond to the situation.