1. REFLECTION OF FEELING (RESPONDING TO MEANING)

2. IMPORTANCE OF REFLECTION OF FEELING
HELPS TO CLARIFY FEELINGS
DEMONSTRATES EMPATHY
HELPS THE CONSUMER TO BECOME MORE SELF-AWARE * THE FOCUS IS ON THE CONSUMER
HELPS THE CONSUMER TO BECOME ACCEPTING OF HOW THEY FEEL
HELPS TO FOCUS ON PROBLEM AND SOLUTION

3. PROCESS “YOU FEEL ____________ BECAUSE __________.”
“IT SOUNDS LIKE YOU ARE ANGRY BECAUSE YOU WEREN’T PROMOTED.”
“MY SENSE IS YOU’RE FEELING HURT THAT YOUR FRIEND DIDN’T REMEMBER YOUR BIRTHDAY.”

4. REFLECTION OF FEELING TO PERSONALIZE
“YOU FEEL SAD BECAUSE YOUR WIFE LEFT.”
“YOU FEEL SAD BECAUSE YOU AND YOUR WIFE ARE NO LONGER TOGETHER.”
“YOU FEEL SAD BECAUSE YOU CANNOT BE WITH YOUR WIFE AND YOU WANT TO ACCEPT IT.”

5. PERSONALIZATION
“YOU FEEL HOPEFUL BECAUSE YOU ARE GOING TO WORK THROUGH THIS LOSS.”