Label Emotions with these phrases
1. Label EmotionsWhen people get emotional, acknowledge it.
“It sounds like …” |
2. EmpathizeDon’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 ToneUse a curious and open tone.
|
Welcome all feelingsWithhold judgement. There’s a reason people feel the way they do.
|
CalmPeople 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
Happyhappy
excited thrilled grateful |
Frustratedfrustrated
disappointed sad upset |
Concernedconcerned
relieved reluctant hesitant |