Two 1-day workshops: for anybody, who is in direct contact with people. Especially if you get annoyed often or if you have to deal with unsatisfied people in general.
When someone is emotionally agitated, angry, or becomes uncomfortably quiet, the person may not be able to hear or accept a proposed solution until they feel understood.
Therefore, the key lies in being able to listen as non-judgmentally as possible, empathizing with the other person, inquiring about what the other person might really be concerned about, and communicating on an equal footing. Only when the other person feels understood will they calm down, regain (or establish) trust, and then be ready to listen and take steps towards a mutual solution. There is no shortcut!!
This requires skill, an open heart, and a clear mind… and practice combined with specific and constructive feedback – the good news: it is learnable.
