A reminder on the importance of empathy and practicing it via enjoymediation.com/CrisisNegotiator blog
EMPATHY*

"Empathy should not be confused with sympathy, 
which indicates pity. In crisis intervention, 
the goal is not to feel sorry for the person in crisis, but to 
establish a relationship through effective communication whereby positive steps can be taken toward
resolving the crisis in a collaborative fashion."
*From: Vecchi, G.M. (2009). Conflict & crisis communication: the behavioral influence stairway model and suicide intervention. Annals of the American Psychotherapy Association, 12, 32-29.

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