THE PRACTICE OF PRESENCE = undivided attention, being present, reserving judgement
ACKNOWLEDGING FEELINGS = use words to reflect back the feelings you think the other person may be having.
VALIDATING FEELINGS = help the person feel justified, normal, less alone & understood
FOLLOWING UP ON FEELINGS = instead of recognizing a feeling and moving back to facts immediately, pursue the feeling = the person will feel you're caring more = you will learn valuable information.
NON VERBAL EMPATHY = 60%+ of communication is non-verbal = match your nonverbal behavior to the other person’s.
HEART - HEAD - HEART COMMUNICATION = when we speak from the HEART: people feel important, cared for, and understood – They can hear the Head-to-Head part much better = When we speak from the HEAD: – People get valuable information – They appreciate answers and solutions.

	Created by Michael Mendez about 8 years ago

Sources: Beryl Webinar Series. Sharpening Communication Skills for Relationship-Centered Care