Coaching for Leaders 91: How to Listen When Someone Is Venting, with Mark Goulston
Jun 3, 2013
Mark Goulston from Real Influence shares insights on listening skills: Three-step process to handle venting - frustrations, anger, worries. Techniques from his books 'Real Influence' and 'Just Listen'. Strategies for handling difficult people, setting boundaries, and confronting conflicts. Importance of values, leadership clarity, and supportive networks.
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The FAW Approach
- Use "FAW" (Frustrated, Angry, Worried) to address venting.
- Start by asking about frustration, then anger, and finally worry.
Conversation Deepeners
- Identify emotionally charged words during venting.
- Use "Say more about that" to delve deeper into the issue.
Eye Contact
- Maintain eye contact, ideally focusing on the left eye.
- This shows focus and creates a sense of stability for the venting person.