Let someone know that you understand what’s going on. Often when someone is complaining to you or fussing about something, you will want to solve it with the illusion that if you offer up the gospel according to you, and deploy it just in time that you are going to get a “Thank You” note. More than half the time they are going to get more upset. So remember, it is effective to simply say, “I understand.” “I understand how difficult it is.” “I understand how exciting it is.” The more you empathize with people the more they feel understood. The more they feel understood, you can actually begin to solve the problem. So instead of offering up the gospel according to you, simply empathize. When you empathize before you solve it, solutions are actually reached.

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