Address resistance and defensiveness with empathy 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 encountering resistance and defensiveness, it is crucial to respond with empathy. This means acknowledging the other person's perspective, feelings, and experiences without judgment. By showing empathy, you demonstrate that you value and understand their point of view, which can help defuse the situation and open up lines of communication. Empathy involves actively listening to the other person, seeking to understand their emotions, and validating their feelings. This requires putting yourself in their shoes and trying to see things from their perspective. By showing empathy, you can build trust and rapport, which are essential for resolving conflicts and addressing problematic behaviors. In addition to empath...
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