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

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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