Superhuman
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Superhuman
No matter how good you get at reframing, the single most important rule about managing the interaction is this: You can’t move the conversation in a more positive direction until the other person feels heard and understood. And they won’t feel heard and understood until you’ve listened. When the other person becomes highly emotional, listen and ack... See more
Sheila Heen • Difficult Conversations: How to Discuss What Matters Most
you may first have to express your internal voice before trying to listen to the other person.
Roger Fisher • Difficult Conversations: How to Discuss What Matters Most
We overestimate the capacity of our colleagues to calibrate their comments to our individual emotional states. We underestimate how bruising it is to hear that we are not meeting expectations, even when the issues are minor. And we can be surprised by critiques that do not line up with our sense of who we are.
