Practice intake language that lowers fear, gathers specific facts, and avoids promises the channel cannot keep.
Leila L Payroll analyst reporting through the hotline 1 Safety 2 Specifics 3 Next step Hotline intake 20 sec The call Leila says payroll numbers are being changed and she is afraid her manager will find out. The first response either lowers fear or teaches the reporter to withdraw. Framework 1 min Psychological safety + SBI Safety first, then Situation-Behavior-Impact
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