March 9, 2007

Soothing someone's strong emotions

"Perhaps the most powerful way to soothe someone's strong emotions is to appreciate their concerns. People often want you to realize that they are angry or upset - and to see the merit in their concerns. Until you appreciate their experience, the intensity of those emotions is unlikely to diminish."

- Roger Fisher & Daniel Shapiro, authors of Beyond Reason (p152)
Beyond reason is an interesting book about negotiation. The quote mentioned above is very appealing to me because it fits well with the solution-focused approach in which you validate other people's perspective whenever you can.

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