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People often aren’t consciously aware of the emotions they are feeling - explicitly naming them like “I hear you feeling very angry with how long it takes to get new customers onboarded” is useful in terms of showing empathy and connecting with the speaker.
If you get the emotions wrong, it does give the speaker the opportunity to correct and clarify what emotions they are feeling. “No I just feel fatigued by how long it takes the team to get a customer onboarded.”
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People often don’t feel heard
It clarifies what emotions people are going through.
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