Acknowledge emotions and perspectives from "summary" of Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition by Kerry Patterson,Joseph Grenny,Ron McMillan,Al Switzler,David Maxfield
When someone is upset, it is crucial to acknowledge their emotions and perspectives. This means recognizing and validating how they feel and understanding where they are coming from. By acknowledging their emotions and perspectives, you show empathy and compassion, which can help de-escalate the situation and build trust. Acknowledging emotions and perspectives involves active listening and reflecting back what you hear. It requires you to put yourself in the other person's shoes and see the situation from their point of view. This can be challenging, especially if you disagree with their perspective, but it is essential for effective communication and conflict resolution. When you acknowledge...
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