Let them vent Don’t interrupt. Let them get it out so they feel heard. Examples: Okay, I hear you. I understand. ______________________________________________ Acknowledge the feeling Validate emotion, not the accusation. Examples: I understand why that’s frustrating. I can see why that feels unfair. _______________________________________________ Stay neutral (no blame) Don’t sound defensive or argumentative. Examples: What’s happening here is… Let me explain what’s going on