I've spent years studying the words of thousands of criminals and people under pressure. And in all that time one of the most consistent things I've found is that the words someone chooses are the words that matter to them. Change those words and you've changed the meaning, at least in their head. In this episode of How Words Work, I look at two things that make the person you're talking to feel genuinely heard. Using their name. And using their words. Not a polished version of what they said. Not your interpretation of it. The actual words they chose. Because those words are how they see the thing. And when you use them back, it makes a difference.
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