At some point in life, you’ll have had a conversation that ended badly. Let’s say, a customer complaint that ends in yelling.
Steven Lozada suggests swapping any accusatory language such as: ‘I told you that…’ or ‘You keep saying that…’ with: ‘What I’m hearing is…’, before making your point.
By making this simple swap, you’re removing the oppugnant language and taking ownership of your listening. This creates space for empathy and mutual understanding.