4-1a2 Labelling is a great way to start because it gives you optionality; even if you ‘mislabel’ their emotions it’ll make them explain more about themselves, while conveying that you are trying to understand them

4-1a2a When you make them say ‘no’ to anything, you make them feel as if they are in more control of the conversation
4-1a3 Each conversation has to end either a success or a failure, you have to zone-in when you are ‘friend-zoned’