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Whenever we make mistakes, we're often beating ourself up in a way that breeds guilt, fear and/or shame. Nonviolent Communication offers a model based in self-empathy that lets you reflect, process and move forward without the guilt, fear and shame.

Using an example from a participant, the trainers engage in a role play to explore how to stay in your heart even when being perceived as a difficult customer by store employees.

Trainer Tip: Making a request is critical because it can greatly lessen any tension in the situation. Plus, it can clarify for you and the people in your life what it would take to meet your need. Make at least one specific and doable request to someone today.

Trainer Tip: "Power over" refers to using power, coercion, fear or authority to force change. It rarely brings lasting change. "Power with" refers to power that seeks to meet everyone’s needs. A "power with" system values input and needs of everyone who will be affected by decisions. When you notice you're using a power over paradigm to get results, shift focus to power with. Notice how this shift in consciousness affects results.

When someone responds with painful sarcasm, criticism, or dismissal you can respond with empathy, or with clarity about your intention, need and request. If you're unable to do this, later you can privately write what they said, identify the feelings and needs of both of you, then write possible responses. This can help you remember to stay with your intention and what’s true for you without getting caught in defensiveness or reactivity.

Pay attention to when you're motivated by guilt, duty, obligation, shame, and worry. How do you feel? Does it bring up resentment, rebellion, submission, reactivity or resistance? When you're motivated by joy notice how that feels, and how others respond. Read on for a related story.

This 6-session telecourse recording focuses on supporting people who work with children (e.g. parents, teachers, ministers, etc.) in applying the skills of NVC mediation in conflict situations that involve children.

Trainer Tip: Requests include a specific action to help us get our needs met. If we have a complaint or in conflict, and we don’t make specific requests, people are left guessing and/or wondering about what will meet our needs. Our chances for getting our needs met can then become limited. Instead, try ending with a request to let the other person know exactly what you would like to happen.

Trainer Tip: When there is conflict, the chances are good that people are arguing over a particular strategy. When we focus on our needs, the opportunities for peaceful resolution that values everyone’s needs are much greater. This can also build trust. Be aware of opportunities to shift focus from strategies to needs. Read on for an example of how this can work.