Show empathy and mirror emotions

1. Think about how someone might be feeling in the context of their current situation.
2. Reassure them through occasional and appropriate confirmations (mm-hmms) and aim to mirror their energy and emotional tenor.
3. Show empathy and understanding by repeating key phrases or words that they’ve just said, and by asking clarifying questions.
4. Use phrases such as, “You sound…”, “You seem…” , “I hear…” (emotion heard by you). You do not tell people how they are feeling, but how they sound to you as if they are feeling.
5. Do not be concerned about making a mistake in labelling emotions. The person will correct you and will often appear grateful for the attempt.
   

These practices will show that you’ve listened, understood, and are trying to support them.