Decision Walk: "You Never Listen"
Respond to a sweeping accusation by listening for feelings and needs rather than defending against the wording.
The accusation The employee leads with an exaggeration. The manager needs to hear the need without validating the literal claim. If the manager debates the word "never" first, the whole conversation gets stuck there. Listening in NVC Hear the need behind the jackal sentence The first empathic guess does not need to be perfect; it needs to show that you are listening for what matters beneath the wording. Trap Argue with the absolutist word The accusation becomes usable information. Empathy is not agreement; it is accurate interest in what matters to the other person. Receive Step 1 Your direct report…
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