We are acutely aware of the voices of people we consider important, and the way we feel about another person shifts the way we speak. The tone of our voice, more than the words themselves, can give away how we feel.

Stress or anger makes us breathe quickly and shallowly, and when tired or exasperated, we are more likely to sigh. Similarly, we may feel annoyance coming from someone who sighs a lot.

Before your conversation, take some deep, calming breaths, breathing out longer than you breathe in. Ex...

You can predictably determine someone’s emotions from their gaze. Eye contact is the crucial first step for resonance, or a person’s ability to read someone else’s emotions.

Make and maintain eye contact when you’re giving someone feedback.

Rather than seeing the feedback situation as “work” or a hassle, see it as an opportunity to connect with someone who has their own needs and pain. By remembering the common human experience, you’re more likely to bring kindness and compassion into the conversation.

The way you sit — slumped or sitting tall, arms open or crossed — transmits a message. Having your chest open, arms uncrossed, making sure to keep nodding, smiling, and vocalizing (saying things like “mm-hmm” and “yes”) will make people feel more connected to you.

Someone’s smile activates the smile muscles in your own face, while their frown activates your frown muscles. We can discern whether someone is smiling even if we can’t see them.

Your smile is something to think about even if you are delivering feedback over the phone. Smile appropriatel...

Be objective when you speak about a negative event. Rather than placing blame or evaluating the problematic situation, describe it and its consequences, and suggest acceptable alternatives.

We tend to focus on giving employees critical feedback. But, by focusing on their weaknesses, we only create competence. By focusing on their strengths, we create excellence.

Give equal measures of positive and negative feedback. We usually gloss over the strengths, but...

High-performing organizations deliver roughly five times as many positive statements (supportive, appreciative, encouraging) as negative ones (critical, disapproving, contradictory). That’s because our brains focus on negative feedback more than positive feedback.

Correct your emp...

Our minds often wander and we're not present in the moment, with the people in front of us. 

When you are not fully present, you are less likely to hear, understand and respond skillfully.