Denton has coined the phrase, "Stop. Drop. And listen". He was using it as just listening to people. Today, I was inspired with more meaning.
Stop - the emotional reaction. Offense, anger, and defensiveness are quick to come to the surface when we feel accused or wronged. Stop the emotional reaction so you can act more effectively.
Drop - in humility. Is what's being said true? If so, address it internally. If not, why be upset?. Be humble enough and honest enough to communicate.
Listen - really listen to what's being said. Acknowledge that the person feels that way even if you don't agree. Acknowledging a person's feelings or point of view goes a long way to disarming a volatile situation.
These steps make the next step possible. Find solutions. When communication is on fire, "Stop. Drop. And Listen".
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