Practice active listening and reflection from "summary" of Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior by Kerry Patterson,Joseph Grenny,Ron McMillan,Al Switzler
Active listening and reflection are crucial components of effective communication during confrontational situations. When engaging in a crucial confrontation, it is important to not only express your thoughts and feelings but also to listen attentively to the other person's perspective. This involves fully concentrating on what the other person is saying, rather than simply waiting for your turn to speak. Active listening requires you to show genuine interest in the other person's point of view and demonstrate empathy towards their feelings. This can be achieved by maintaining eye contact, nodding in agreement, and using verbal cues such as "I see" or "I understand". By practicing active listening, you can create a safe and open environment for the other person to e...
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