Folder:
119 Constructive Conflict
File:
119.009 Conflict - Acknowledge feelings

Always acknowledge the other person's feelings when you paraphrase them

Often times the emotional content of somebody's communication is more meaningful than the words, and if the other person is very emotional about something, the might not be so much about the words at all. When you acknowledge the feelings behind the statement you can diffuse a bad situation and address it more effectively.