1. Soothe the Anger

When you allow time for the complaining party to tell their entire story uninterrupted, all of their steam is let out and then evaporates. They are then ready to listen and determine if there is to be a hopeful new beginning.

• Take Responsibility with an Apology
• Using your vocabulary, convey, “I’m so sorry this occurred, and I will do everything possible to fix the situation to your satisfaction.”
• Request a detailed list of events leading up to the discontent
• Listen for as long as necessary to hear the person’s entire story
• Capture the person’s vocabulary while taking notes
• Confirm the hot topic(s) by repeating back the highlights of the notes you made in their vocabulary

Utilize the Other Person's Words:

Why take notes in the other person’s vocabulary? Later on, the words are recognized and accepted as they are unique to the individual. Use this strategy for proposals too.