
Research has consistently demonstrated active listening as being critical for communication and conflict resolution experts to successfully and peacefully resolve conflicts and disputes.
Below are the seven techniques of active listening that are taught by the Federal Bureau of Investigation’s Crisis Negotiation Unit (FBI CNU) to their special agents and other law enforcement officials from around the world.
Emotion Labeling: It is important for the emotions of the person speaking to be acknowledged. Identifying the person’s emotions validates what they are feeling instead of minimizing it. During a negotiation, people can act with their emotions and not from a more cognitiveperspective. By labeling and acknowledging their emotions, it helps restore the balance.
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