Applying The Three Bridges
Here are the three bridges, (aka the Three Amigos) -- appreciations, understanding, and reassurances. There are only three concepts to remember...
IF THEY'RE FEELING SAD...
People who often experience sadness (but often don't cry enough) are most likely thinking or speaking poorly of themselves, unless they are mourning a loss or acknowledging a hurt. You can recognize them because they may be acting passively, clingy, and feeling unworthy or unlovable. What they need are genuine appreciations. In your interactions with them, you need to convey the idea, "I love you. You're great." Also, remind them of and praise them for their strengths and contributions.
IF THEY'RE FEELING ANGRY...
Folks often striking out in anger and spewing "you's" all over the place and filled with blame, negativity, and criticism, really just feel isolated and are in desperate need of understanding. They won't respond well to debates, lectures, or reprimands. The chances they'll hear what you have to say are slim to none, unless you can genuinely connect with them first. You need to sincerely hear them out without reacting or taking what they say personally.
Focus on what's going on with them behind their angry words and let the attacks go flying by. Work very hard not to respond to their accusations. Silently repeat or say, "I want to understand their perspective" and just listen. It doesn't help to try to correct them up and you definitely shouldn't take what they are saying personally. Remember, you are just the misplaced target of their anger.
IF THEY'RE FEELING FEAR...
If someone is overwhelmed, anxious, or totally stressed out, chances are she's got some unexpressed fear stocked up. She needs honest reassurances. Comfort, soothe, and repeatedly remind her that "Everything is and will be all right." Other reassuring comments are "We'll make our way through this together," "I'm here" or "I'll take care of it." Or offer her reminders of the objective reality: "Your boss really likes the work you do," or "You've done this successfully before.
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