Seeing and hearing are natural gifts for us. Look at the way animals use their senses to their advantage. They can sense safety, danger, play, and even food! We can use our senses to determine if someone is swept up in sadness, anger, or fear. And then we can confidently know how to best offer help.   

 With just a little practice, you'll be able to recognize the emotions underneath other people's demeanor, words, and actions. Rather than reacting to what they say or do, you can extend a communication "bridge" to help shift their emotional state by offering what they truly long to hear but don't know how to ask for.

                            The Three Communication Bridges

2. Folks striking out in anger and spewing "you"s all over the place with blame, negativity, and criticism really just feel isolated and are in desperate need of understanding. They won't respond well to  debates, lectures, or reprimands. The chances they'll hear what you have to say are slim to none unless you can genuinely connect with them first. You need to sincerely hear them out without taking what they say personally. Focus on what's going on with them behind their angry words and let the rest go flying by, that is, their "you"s and accusations. Silently repeat or say, "I want to hear what you have to say" and just listen. 

           3. If someone is overwhelmed, anxious, or freaked out chances are she's got some unexpressed fear stocked up. She needs honest reassurances. Comfort, soothe, and repeatedly remind her that everything is and will be all right. Other reassuring comments are "We'll make our way through this together," "I'm here" or "I'll take care of it." Or offer reassurances by reminding her of the objective reality: "Your boss really likes the work you do," or "You've done this successfully before."