1- Prioritize empathic responses: Listening, reflecting, etc.
2- Avoid non-empathic responses: Ordering, Advising, ETC.
3- Use observational language: Description of what is seen or heard without added interpretations.
4- Approach conflict as a collaborator: “How could we achieve a mutually desirable outcome?”
5- Speak Human to Human: recognize deeper needs that people have “just like me”.
6- Anticipate reactions and plan countermoves: What are three ways my listeners are likely to respond?
7- Replace blame with curiosity: “What do you think needs to happen here?
8- Make clear requests, in positive language.
9- Set the stage: reframe failure, clarify the need for voice, motivate efforts
10- Invite engagement: situational humility, proactive enquiry
11- Respond productively: Express Appreciation