Behavioural Change Stairway Model (BCSM)

• Active listening (via mirroring)
• Tactical Empathy
• Establish rapport (via labelling)
• Influencing
• Behaviour change

(a) Mirroring

• Begin by focusing on other person and what they have to say
• Repeat 3 critical words from others sentence
• Establishes rapport; forces counterparty to vomit information (i.e. elaborate)
• Maintain silence after mirroring

(b) Tactical empathy

• Empathy = "recognition of others perspective and vocalization of that recognition"
• Tactical empathy is empathy + understanding what is behind those feelings

(c) Labeling

• Recognize emotion, convert to words and repeat it to counterparty
• Emotions are two layered: surface level and underlying

(d) Accusation audit

• List all negatives upfront
• Create labels for conversation