Suzanne made several changes to her responses to make the interaction more positive, including using positive language, active listening, empathy, offering solutions, and taking responsibility.
In order to make the interaction more positive, Suzanne made the following changes to her responses:
- Using positive language: Suzanne replaced negative or critical statements with positive statements. For example, instead of saying, "That won't work," Suzanne said, "Let's try this approach."
- Active listening: Suzanne showed active engagement by nodding, making eye contact, and providing verbal cues such as "uh-huh" and "I see." This made the other person feel heard and validated.
- Empathy: Suzanne displayed empathy by acknowledging the other person's feelings and perspective. She said things like, "I understand why you feel that way," or "It must be frustrating for you."
- Offering solutions: Suzanne came up with potential solutions or compromises to address the concerns raised by the other person. This demonstrated her willingness to work together towards a positive outcome.
- Taking responsibility: Suzanne took ownership of her mistakes or shortcomings, apologizing if necessary and committing to do better in the future.