GUARANTEE EXECUTION
3 projects related to this chapter's concepts
Calibrated Coffee Negotiation
30 mins (including travel and execution)Secure a free coffee upgrade or discount by using calibrated questions in a real-world scenario.
Steps
Identify a local coffee shop where you're a somewhat regular customer.
When ordering, mention you're considering a more expensive drink (e.g., a latte instead of a regular coffee).
Instead of directly asking for a discount, use calibrated questions: 'What would be the best way to justify the extra cost today?' or 'What do you recommend I try that provides good value?'
Listen carefully to the barista's response and adapt your next question based on their answer. Try to subtly steer the conversation toward a potential discount or a free add-on.
Document the conversation immediately after, noting which questions you used and the barista's reactions.
Success Criteria
Did I ask at least two calibrated questions during the coffee ordering process with the goal of securing a discount or upgrade?
Mirror & Label: Tactical Empathy in Action
5-10 minutesSuccessfully apply mirroring and labeling techniques in a brief conversation to de-escalate a potentially tense situation.
Steps
Identify a low-stakes situation where someone expresses frustration or disagreement (e.g., a colleague complaining about a project deadline).
Actively listen to the person for 2-3 minutes without interrupting or offering solutions.
Mirror their body language and tone subtly. If they are leaning forward, slightly lean forward yourself. If their tone is frustrated, reflect a similar tone (without exaggerating).
Use labels to identify their emotions (e.g., "It sounds like you're really frustrated with this deadline," or "Are you feeling overwhelmed by the amount of work?"). Wait for confirmation.
Observe their reaction. Note if they become less agitated or more receptive.
Success Criteria
The person I interacted with visibly relaxed (e.g., softened their tone, changed their posture, or explicitly acknowledged feeling understood) after I used mirroring and labeling.
The Active Listener's Notebook
15 minutesTo demonstrate active listening by summarizing a conversation partner's perspective accurately and empathetically.
Steps
Choose a partner and ask them a question about a topic they are passionate about (e.g., their favorite hobby, a current project, or a cause they support).
Listen attentively to your partner for 5 minutes, focusing solely on understanding their perspective. Avoid interrupting or formulating your response.
After 5 minutes, summarize your partner's perspective in your own words in a notebook, aiming for accuracy and empathy. Include their main points and the emotions they conveyed.
Ask your partner if your summary accurately reflects their perspective. If not, ask clarifying questions and revise your summary until they agree it is accurate.
Success Criteria
Partner confirms that the written summary accurately and empathetically reflects their perspective.