Neutrality versus Empathy

We reassure others when we let them know we can identify with their problems, understand their feelings, and accept their emotional reactions even when we perceive them as being excessive or even hostile to us. On the other hand, whenever we deny the legitimacy of another person’s emotions, what we are really doing—even when we intend to be supportive—is creating a closed, hostile environment. This fosters a breeding ground for hurt feelings, ill will, and potential charges of discrimination.