Learn how to diffuse the emotions of others by demonstrating empathy. When someone comes to you upset, do these three things:
1. Name the emotion. For example, “I see you are upset. Or, I hear that you are frustrated. “
2. Attribute the feeling to something they experienced. For example, “You are frustrated because you didn’t get the report on time and now you will look bad.”
3. Then Pause for the person to respond.
When the person feels heard, they typically become more open to moving to the next step, problem-solving!