'Empathy is key' during lockdownpublished at 10:58 British Summer Time 16 April 2020
Mornings with Kaye Adams
BBC Radio Scotland
Former Hostage negotiator, Chris White, says "empathy is key" to avoid potential flashpoints over social distancing with others.
- Take the perspective of the other person
- Stay out of judgement
- Recognising emotion in others
- Communicating that emotion
"Let people know you can see the world through their eyes," says White. "With these flashpoints, it's really important to take responsibility for the outcome and language is vital to how your message is received.
"Try to avoid attacking the person and focus on the behaviour by describing how you see the situation and wait for a response."