Tactical empathy is understanding the feelings and mindset of another in the moment and also hearing what is behind those feelings so you increase your influence in all the moments that follow. (Location 752)
Empathy helps us learn the position the enemy is in, why their actions make sense (to them), and what might move them. (Location 778)
In other words, labeling an emotion—applying rational words to a fear—disrupts its raw intensity. (Location 798)
labels almost always begin with roughly the same words: It seems like . . . It sounds like . . . It looks like . . . (Location 815)
Research shows that the best way to deal with negativity is to observe it, without reaction and without judgment. Then consciously label each negative feeling and replace it with positive, compassionate, and solution-based thoughts. (Location 862)