Active Listening - Affect labeling
When I have worked in conflict management with angry customers or volunteers, I have used the LEAP method - Listen, Empathize, Acknowledge and Problem solve. I was careful in the acknowledge /affect labeling stage to state: It seems you are really angry, I am picking up that you are frustrated, etc. to allow that person to correct me if I was not reading the person correctly, and this help avoid the perception that I was telling them how they felt.
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