Label Emotions with these phrases

1. Label Emotions

When people get emotional, acknowledge it.

​“It sounds like …”

2. Empathize

Don’t rush to answer. Be in a rush to understand.

“That’s understandable … Tell me more.”

3. Explore

“How might we find a way where … (goal)”

What do you do when see a child crying at preschool?

1. Label Emotions

“It sounds like you’re sad.  Is it because you miss your daddy?”

2. Empathize

“That’s understandable. I get sad when I miss my daddy. Tell me more.”

3. Explore

“When I get sad, I like to read my favorite book. How might we find something that comforts us when we’re sad?”​

"I don't understand what's taking so long."

1. Label Emotions

“It sounds like you’re frustrated with how long it’s taking. ”

2. Empathize

“That’s understandable.  We have a lot riding on this project. Tell me more.”

3. Explore

“How might we find a way where we can accelerate the timeline and keep our research robust?”

Tips

Curious Tone

Use a curious and open tone.

Welcome all feelings

Withhold judgement. There’s a reason people feel the way they do.

Calm

People need to feel heard and be in the right frame of mind before they can hear your logical answers.

Try these phrases to label emotions

It seems like ...

[something] means a lot to you.
you’re disappointed [something happened].
you value [something].

It sounds like ...

[something] makes it easier to do [something].
you’re excited to [something].
you’re not a fan of [something].

It looks like ...

you want stability with your [something].
you’re surprised that [something].

I hear ...

passion in your voice.
concern underlining your question.
frustration with the new proposal.

Common emotions

Happy

happy
​excited
thrilled
grateful

Frustrated

frustrated
disappointed
sad
upset

Concerned

concerned
​relieved
reluctant
​hesitant