Step 2: Addressing the Emotions
IN THE PROCESS of uncovering the facts, you’ll want to also pay attention to the feelings behind the difficult situation. As you probably have noticed, difficult interactions trigger powerful emotions in the people involved. Those feelings may differ from person to person—even in the same situation.
Basic feelings are sad, glad, mad, afraid—and variations on those four. Positive feelings generally mean that needs are being met. For instance, we feel joy when we’ve completed a difficult assignment successfully. We have troubled feelings when our needs aren’t being met. For example, we may feel resentful when a colleague ...
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