Marcus followed: “I feel anxious when I can’t get deliveries done, because my customers rely on fresh bread.”
For the first time, neither was preparing a rebuttal. They were hearing . communicating well: a fundamental toolkit book
Marcus thought. “A fifteen-minute window where you don’t need the alley—like during your morning rush when you’re inside anyway.” Marcus followed: “I feel anxious when I can’t
Then Marcus spoke: “I have only one delivery window. If I miss it, I lose fresh bread for the day.” “A fifteen-minute window where you don’t need the
Elena started over: “I feel frustrated when the alley is blocked because I worry about my staff’s safety.”
Elena said, “The truck blocks the alley for an hour. It’s a safety hazard, and it feels disrespectful.”
Mr. Alder sat them down with tea. “No interrupting. Elena, you go first. Marcus, your only job is to listen, then repeat back what you heard in your own words .”