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