We also need to “follow the bouncing ball”: being conscious of where one party left off so we can return to what that party said after the other party has been heard. This can be challenging, especially when things get heated. In such situations, I often find it helpful to use a white board or flip chart to capture the essence of what was spoken by the last speaker who had opportunity to express a feeling or need. This form of visual tracking can also serve to reassure both parties that their needs will be addressed because so often before we have a chance to fully draw out one party’s needs,
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