The Behavioral Change Stairway Model

This was first developed by the FBI’s Crisis Negotiation Unit and includes a five-stage method to changing someone else’s behaviour: active listening, empathy, rapport, influence, and behaviour change.

  • Active listening: listen to the person you are in conflict with
  • Empathy: deep listening will help you build empathy
  • Rapport: when people feel understood they are more likely to trust us, which enables us to build rapport
  • Influence: this closer relationship is a necessary baseline in order to encourage someone to listen to our perspective
  • Behaviour change: by following these first four steps, you are much more likely than not to change someone’s behaviour

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