EMPATHY-IN-PRACTICE4 MIN READ
Battlecard: When They Say You Don't Get It
Use a repair line when someone says your response missed their real perspective.
Someone says you do not understand what the issue is costing them. You keep saying you understand, but you don't get what this is costing my team. You are right to stop me if I am missing the cost. I think I captured the timeline, but not the load on your team. What part of the cost am I still underestimating? The line listens to the correction, shows your current map, and invites perspective-getting on the missing layer. Do not defend your intent first. Do not repeat the same summary louder. Do not apologize so broadly that no next step…
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