Label the emotion, then stop
Choose a concise empathy label and leave space after it instead of explaining over the emotion.
Marcus needs a line that names Lena's concern without defending his team. Lena: "Your team keeps changing the requirements." Your team keeps changing the requirements. fromTop Marcus has one chance to lower the temperature. fromBottom It sounds like the process has felt unpredictable. Strong. It labels the experience and leaves space for Lena to confirm or correct it. I understand, but the requirements changed because your team added analytics. This starts with empathy but immediately argues. It breaks the active-listening sequence. Can you send the exact examples so we can review them later? A useful later move, but too procedural…
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