Listening Challenge Checklist — Use this when you need to listen with extreme care.
If the other person is annoyed…
__Allow them to vent, but don’t take it personally.
__Acknowledge their angst. For example: “I know this is frustrating.”
If the other person is overwhelmed…
__Maintain a calm demeanor, and do not say “calm down.”
__Empathize and help the person focus: “Sounds like you have a lot going on. What would you like to handle first?”
If the other person is anxious…
__Allow them to share their anxiety and concerns
__Use an even tone of voice and ask how you can help: “What would be most helpful to you right now?”
Also see Listening Riddles.