What can an attorney tell us about peace-making? A lot! His big claim: In 90 seconds he can extinguish any argument (and teach you to do the same). What is leadership level listening?         •  Type One Listening is to get information that you can use and then close out the conversation        •  Type Two Listening is about validating the other person, making the other person feel heard. When you’re flooded with emotions, yours or someone else’s, try Affective Labeling. A leader’s job is to provide Focus, Direction, and Safety. We can only identify others’ emotions if we’re calm. There are several layers of emotions that act as triggers. These include:         •  Anger         •  Disrespect         •  Fear         •  Disgust         •  Shame         •  Abandonment To get to the heart of another person, get them to tell you their story. Ask open ended questions. Seek to observe four non-voluntary responses:         •  Head         •  Nod Verbal Responses         •  Relaxed Shoulders         •  Sigh Doug’s book: Deescalate: How to Calm Anyone in 90 Seconds or Less Reach out at: www.DougNoll.com and directly at [email protected]

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