Emotional Validation
Acknowledge feelings before addressing facts.
Explanation
When someone is upset, their emotional brain takes over and logic becomes secondary. Validation doesn't mean you agree—it means you recognize their feelings as real and understandable. Once people feel heard emotionally, they become much more open to rational discussion. Fighting emotions with logic typically backfires.
Real-World Example
Don't: 'You shouldn't feel that way, here's why...' Do: 'I can see you're really frustrated about this situation. That makes total sense given what you've been through. Let's talk about what we can do to help.' Now they're ready to problem-solve with you.
How to Apply
Listen for emotional words (frustrated, overwhelmed, excited). Reflect them back: 'You sound really stressed about this deadline.' Use phrases like 'That makes sense,' 'I can understand why you'd feel that way,' or 'Anyone would be upset by that.' Don't minimize with 'at least' or 'could be worse.' Address the emotion first, then the facts.