CALM

How to implement

Clarify:
Ensure you clearly understand and state the issue at hand.

Acknowledge:
Recognize and validate the other person’s perspective and feelings.

Listen:
Actively listen to what the other person is saying without interrupting.

Move-Forward:
Focus on finding a mutually acceptable solution and taking action.

Example

In the following example, Emily and David navigate differing opinions on a project.

Emily: “Hey David, can we talk about this marketing campaign approach for a minute? I just want to make sure I’m understanding your perspective on why you think focusing on social media influencers is the way to go [Clarify].”

David: “Yeah, I just feel like that’s where we’ll get the most immediate reach with our target demographic, and it’s more cost-effective than traditional ads right now.”

Emily: “Okay, I hear you on the reach and cost-effectiveness [Acknowledge]. I was leaning more towards a content-driven SEO strategy because I think it builds more long-term, sustainable traffic. Tell me more about what you envision with the influencer approach though [Listen].”

David explains his reasoning further.

Emily: “Thanks for clarifying that, David. I see the potential for a quick impact with influencers. Maybe we can explore a hybrid approach? Perhaps we start with a smaller influencer campaign to generate initial buzz while we simultaneously build out our SEO content for longer-term growth? What do you think about exploring some options that blend both our ideas?” [Move-Forward]”