Empathy diffuses tension
When dealing with angry people, expressing empathy and understanding towards them can calm them down as they are able to find someone who gets what they are saying.
Express empathy by showing you care about how they feel - try to be helpful if there is something you can do.
Understanding can be shown through discussing how frustrating their experience must be and how much it must annoy them.
475
4.64K reads
CURATED FROM
IDEAS CURATED BY
Primarily focused on self improvement and productivity. I aim to be a more effective person.
The idea is part of this collection:
Learn more about books with this collection
Essential product management skills
How to work effectively with cross-functional teams
How to identify and prioritize customer needs
Related collections
Similar ideas to Empathy diffuses tension
Types of empathy gaps
- Cold-to-hot empathy gaps. When someone is in a cold (emotionally neutral) state, they have trouble understanding someone in a hot (emotional state). A calm person might be unable to predict how they will act when they're upset.
- Hot-to-cold empathy ...
Exploring Empathy
Here are some questions you can use to explore about a person's behavior:
- What are their beliefs and assumptions? Can I allow that information to inform how I approach them?
- Can I take a broader perspective on what might be driving them? What impulses or reasoning might be inf...
Uses for empathy
Humans beings are capable of selfish, even cruel behavior. A quick scan of any daily newspaper quickly reveals numerous unkind, selfish, and heinous actions.
The question then is why don't we all engage in such self-serving behavior all the time? What is it that causes us to feel anoth...
Read & Learn
20x Faster
without
deepstash
with
deepstash
with
deepstash
Personalized microlearning
—
100+ Learning Journeys
—
Access to 200,000+ ideas
—
Access to the mobile app
—
Unlimited idea saving
—
—
Unlimited history
—
—
Unlimited listening to ideas
—
—
Downloading & offline access
—
—
Supercharge your mind with one idea per day
Enter your email and spend 1 minute every day to learn something new.
I agree to receive email updates