Superhuman

No matter how good you get at reframing, the single most important rule about managing the interaction is this: You can’t move the conversation in a more positive direction until the other person feels heard and understood. And they won’t feel heard and understood until you’ve listened. When the other person becomes highly emotional, listen and ack... See more

“Communication is about what is received, not what is intended. If there is a gap between what you are saying and what they are hearing, you have to find a new way to say it.”