Cate Crombie, a Communications trainer, presents a step in effective communication, labeled "Link to a Feeling". This step emphasizes the importance of active listening, particularly when someone expresses concerns or emotions.
In this step, the listener acknowledges the speaker's feelings and provides validation. For example, in the given context, she cites the possible response as "it sounds like you're really worried for your team". By doing so, the speaker feels heard and understood.
Active listening and validating the speaker's emotions help bring them closer to understanding their underlying needs and values. By recognizing and addressing these underlying factors, it becomes possible to identify and develop creative solutions that can address concerns. This can lead to improved team engagement and potentially resolve any negative outcomes.