From the course: Conflict Resolution Foundations
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Labeling, mirroring, and silence
From the course: Conflict Resolution Foundations
Labeling, mirroring, and silence
- When you're trying to solve a sticky issue, labeling, mirroring, and silence are three listening skills that help you build tactical empathy. That's a term coined by Chris Voss in his book, "Never Split the Difference". They're tactical listening skills because they're used purposefully to discover information that'll help move the conversation forward. The first tactical listening skill is labeling, or reframing your conversation partner's perspective. Labeling always starts with the words, "It sounds like," or, "It seems like," and finishes by naming your conflict partner's dominant feelings, interests, or perspective. To get a sense of labeling in action, let's watch Gina as she uses this skill to uncover and name her boss, William's', perspective. - You're sorry that I feel unappreciated. - Let me rephrase. I am sorry. I didn't realize people weren't feeling appreciated for their contributions. It's just this…
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