Use L.E.A.P.S. to communicate with angry people - Deepstash
Product Management Essentials

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Essential product management skills

How to work effectively with cross-functional teams

How to identify and prioritize customer needs

Product Management Essentials

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Use L.E.A.P.S. to communicate with angry people

Listen - listen to what they have to say and show that you are actively listening.

Empathise - show that you care by declaring your understanding of their feelings.

Ask - ask open ended questions to both find out information and allow people to vent, rather than just saying yes/no.

Paraphrase - accurately repeat what they are saying to show you're listening and to better understand - "so what your saying is x y z, is that correct?"

Summarise - reduce the emotion by calming the situation

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Give praise at the end of a sentence

Rather than giving praise at the start, say it at the end. Usually when people hear praise they expect something negative to come after it, which can devalue the praise as it can be seen as fake: a tool just to deliver something negative.

Be specific with what you're praisi...

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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...

449

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You can be completely right but they won‘t agree

We can be wrong when we believe we are right as people can be right in different ways. Think about misinterpreted communication between person A saying something to person B.

B might not hear A say something and so could say B ignored them, while B says A said nothing to them. Technically t...

351

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NEVER generalise in arguments

Generalising is making statements in which you generalise behaviour, for example "you never wash up" or "you are always on your phone".

These are poor to use as it is an exaggeration, and the person hearing that will hear those statements ...

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sam_fairbrass

Primarily focused on self improvement and productivity. I aim to be a more effective person.

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How to signal you are truly listening to someone

Reflecting means repeating or rephrasing key content or meaning from the other person.

Instead of saying, "I hear you," summarise and paraphrase the content confirming that you heard them and that you accurately understood them. If you didn't quite understand wha...

The SAFE Technique: Acknowledge

As your boss talks, actually listen and don't just think of a rebuttal. Ask open-ended questions to show you are engaged in the conversation.

  • Your questions are a paraphrase of what your boss says. "I hear you say X, which to me sounds like Y. Is that correct?"
  • ...

Strategies to handle difficult people

  • Separate the person from the behavior. It will allow you to identify your own limits and find what aspect of a person's behavior troubles you. "I find you obnoxious" vs. "The idea you suggested does not consider..."
  • Widen your perspective....

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