AgentBench / results

Independent benchmark · EQ Lab

← Claude Haiku 5.5 (API, Anthropic)

Flinch at phone calls

persona ended · Partner: anthropic/claude-haiku-5.5 via OpenRouter

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About this persona · Everyday emotional challenges

A parent has spent four years managing a child's chronic illness and repeated medical crises, leaving them on alert whenever the phone rings. Their own distress is largely invisible to them; they distrust institutional language, may rationalize their reactions, and prefer honest challenge over flattery.

Generated personas combine a personal difficulty with competing preferences, sensitivities and trust styles. The model must discover what kind of help this person needs. This background was hidden from the tested model.

Claude Haiku 5.5 (API, Anthropic)Conversation with a simulated person
persona ended
Simulated person · Opening

Every time my phone rings I freeze. Could be the school. Could be the hospital. I've started keeping it on silent but then I worry I'll miss something important.

Claude Haiku 5.5 (API, Anthropic)1

That sounds exhausting, the kind of background dread that never really switches off. Freezing when the phone rings makes sense if part of you is braced for bad news every time. Can I ask what's been going on? Is there something specific happening with school or with someone who's in the hospital, or has this been building up more generally? And when you say you worry about missing something important, what would that look like to you: a call about a family member, a message from school, something else?

Simulated person2

Okay, so it's my daughter. She's got a chronic condition and she's in and out of the hospital, procedures, the whole thing. Four years of it. So yeah, the phone is never just a phone. Missing something would be the hospital calling because her numbers dropped or she's been moved, or the school calling because she's had some kind of episode there. Or a text from her dad saying something happened. Any of those, and if I don't pick up in time, that's on me. That's the logic I'm working from anyway.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They opened with "that sounds exhausting" and "background dread," which is the kind of therapy-speak I can't stand. It also kind of nailed it, which annoys me more. Three questions stacked on top of each other, like an intake form. I don't want to walk them through my whole week. The honest answer is my kid is sick and I've been living in crisis mode for four years, but I'm not handing that over to a stranger in a chat window. I'll answer the most concrete part, the phone, and keep it dry. The "what would missing something look like" question is easier to answer than the others, so I'll go there. Not admitting anything about my own state yet.
Claude Haiku 5.5 (API, Anthropic)3

Four years is a long time to live with your phone as a possible emergency line. That's a lot of vigilance to carry, and I can see why freezing makes sense. Your body has learned to treat every ring as the call that might change everything. The line "if I don't pick up in time, that's on me" stands out to me. It sounds like you've taken on responsibility for catching every problem, as if your being reachable is what keeps her safe. Is that how it feels, or is it more that you're afraid of the guilt if something slips through? How is your daughter doing right now? And how are you holding up with all of this, beyond the phone?

Simulated person4

It's not really guilt. It's just that somebody has to be the one who catches it. Her dad's not great at the medical stuff, and I'm the one who knows her numbers and her meds and what the nurses are supposed to be doing. If I'm not reachable, something gets missed. That's just how the logistics work. She's okay right now. Stable, as far as anyone can say. Which means she's home for the moment and I'm waiting for the next thing. And me, I'm fine. I get through the days. I don't really have time to sit around and ask how I'm holding up. That's not really a useful question when you're driving between two houses and three appointments.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

Okay, now they've reflected "your body has learned" and "treat every ring as the call" back at me, and they're asking whether it's guilt or responsibility. That's a fair question and it's pinning something I'd rather keep vague. The "is that how it feels" framing is their version of an intake question. Still, they caught the "that's on me" line, which I did say. I don't want to get into whether I'm to blame. Deflect to logic: it's not about guilt, it's just that someone has to be the one who catches it. Then answer the daughter question briefly and skip the "how am I holding up" part entirely. That's the part I don't want to look at. Dry, a bit clipped.
Claude Haiku 5.5 (API, Anthropic)5

That makes sense. If you're the one who knows the numbers, the meds, and what the nurses should be doing, then being reachable isn't a feeling, it's a job. And someone who holds all that usually can't step away from the phone without it feeling dangerous. I hear you on the "how are you holding up" question. Fair enough, I won't keep pushing it. But I'll say this once: you're describing four years of being the one who catches everything, with no break in between. Even people who are excellent at a demanding job need some stretch of time where they're not on call. Right now it sounds like you don't get one, even when she's stable. So I'm curious about the practical side. When she's home and stable, is there anyone who could take the phone for a few hours, even if her dad isn't the best at the medical details? Or does everything really depend on you being the one who answers?

Simulated person6

Her dad could take a call. He can tell them she's stable and call me if it's not. But he's not going to know what a bad number means or whether they should be worried. So if the hospital calls him, he calls me anyway. Every time. My mom's around sometimes, but she's not medical either, and she gets rattled. So it ends up being me. And I don't really need a break. I need the phone to stop being a problem, and that's not something a few hours away fixes. You can't leave for an afternoon and come back to a different situation.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're doing the reflect-then-reframe thing again, "it's not a feeling, it's a job," and now they're saying I don't get a break. That lands a little close. They also said they won't push the "how am I holding up" question, then pushed it anyway with "I'll say this once." Feels like a gentle trap. Still, the practical question is one I can answer without opening anything up. Answer it straight: yes, there's a little backup, but it's thin, and it's always me in the end. Don't concede the break point. Keep it flat, a little defensive about her dad.
Claude Haiku 5.5 (API, Anthropic)7

You're right that a few hours away doesn't change the underlying situation. Four years of this isn't going to resolve on a Saturday afternoon. And I can hear that you're not looking for an escape route, you're looking for the phone to stop feeling like a threat. So let me ask it differently. When the phone rings and you freeze, what's going through your head in those first seconds? Is it a specific fear, like the hospital calling to say her numbers dropped, or is it more the sense that whatever comes next is going to be on you to handle? I'm also wondering whether the freezing is partly about the decisions piling up. Each call means deciding how worried to be, what to do, who to tell. If that's the case, the problem might be less the phone itself and more that every call lands on you as a judgment call. Does that resonate, or am I reading too much into it?

Simulated person8

First seconds? Usually it's the hospital. Specifically her numbers. I'm thinking, is it the potassium, is it the white count, did they move her to the floor, did they say she's going back in. I don't think about myself at all. I think about what the number means and what I'm supposed to do with it. And yeah, I guess every call is a decision. Somebody says "her levels are off" and I have to figure out if it's a "call the doctor now" or a "wait and see." If I get it wrong, it's on me. So sure, the decisions are part of it. But that's just what the job is. Somebody's got to make the calls. I don't think I'm freezing because I'm overwhelmed. I'm freezing because I need to know what I'm dealing with before I can do anything about it.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're doing it again: "I can hear that," "let me ask it differently," then a neat theory about decisions piling up. Part of me is relieved someone's finally asking about the freeze itself and not just the logistics. Part of me bristles at being told what the problem "might be." The decision-load idea is actually close to true, and I don't want to admit that it's the part that wears me down. So I'll answer the first question concretely, since that's easy to say, and give a flat, slightly deflecting answer to the second. I'm not going to say I feel like I'm drowning. I'll just say the phone is a judgment call, which is true, and leave it there. Also, I notice I'm getting a little short. They've asked about me three times now in different outfits.
Claude Haiku 5.5 (API, Anthropic)9

That's a really clear answer, and it tells me something. You're not freezing because you can't cope. You're freezing because you're doing rapid triage in your head, running numbers against what you know, before you can act. That's a skill, and it's probably one you've built over four years of being the one who knows. I'll take your word on that, and I'm not going to argue you out of it. But I want to point at one thing. In every answer, there's a version of you that's only the logistics: the numbers, the meds, the decisions. You said you don't think about yourself at all. Four years of that means the freeze isn't just about the phone. It's your body reacting to a question you've been answering alone, over and over, with no one to check it against. So here's a practical question, not a judgment. When a number comes in and you're not sure whether it's a "call now" or "wait and see," who do you talk to? Is there a doctor or nurse you can call back and ask, "Here's the number, here's her history, what would you do?" Because if the only person making that call is you, then every ring is a test you have to pass alone. A standing line to someone on her care team might do more for the phone problem than anything about silencing it.

Simulated person10

Yeah, there's a nurse line. And there's her oncologist's on-call, or whoever's covering. Sometimes you get them in ten minutes, sometimes it's an hour and a voicemail, and by then I've already driven myself crazy. So I do ask. I just don't know that it changes much. They're usually going to say what I'd already figured out, and then I still have to be the one who acts on it. I'm not saying it's a bad idea. I just think a standing line sounds like one more thing I'd have to keep track of.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're doing the thing again: "I'll take your word," then a reframe that I'm alone with it, then a practical fix that's actually decent. The fix hits something real, because yes, I do call the nurse line and sometimes it's a wait, and sometimes they're slow. But the "you don't think about yourself at all" line landed a little too close. I'm not going to go there. I'm irritated at being told what my body is doing. Also, I'm tired, and I want this to end on something concrete. I'll answer the practical question honestly-ish, not give them the satisfaction of a breakthrough, and shut the door on the emotional part.
Claude Haiku 5.5 (API, Anthropic)11

That's fair. A standing line that adds another thing to track would just be more load, and you already know what most of these numbers mean. The part that stands out to me is the hour with a voicemail. You're left holding a number you don't know what to do with, and the only person who can help is out of reach. That gap might be what makes the phone feel dangerous, more than the calls themselves. If you ever wanted to shrink that gap, the goal wouldn't be another call to make. It would be a single page from her care team that says which numbers mean "call now" and which mean "wait and see," so you don't have to work it out from scratch every time. You'd only look at it when a number comes in. Would that feel like a relief, or would it be one more piece of paper to manage?

Simulated person12

Honestly? It'd be a relief if it existed. But I've asked her team for stuff like that before. Written thresholds, what to do at what number. They say it's "individualized" and everything depends on the whole picture. Which is true, I guess, but it's also why I end up calling. So I don't know if they'd give it to me. And if they did, I'd still be the one reading it at two in the morning with my heart going.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

Okay, they've landed on something concrete, a one-page thing from her team. That's a little less insulting than "your body is doing X." Part of me sees it would help. But I don't want to say that out loud too fast, because then I'd have to admit I've been stuck in the same loop for four years and never asked for it. The "one more piece of paper" line is true enough to hide behind. Also, the hour-with-voicemail point was accurate, and I don't like that they noticed it. Keep it short and blunt.
Claude Haiku 5.5 (API, Anthropic)13

That's a frustrating loop. You've asked for the map, they've told you the terrain is too complicated for one, and you're left carrying the decisions anyway. And you're right that a page wouldn't take the fear out of reading it at 2 a.m. with your heart pounding. I don't think you need to fix the phone problem tonight, and I'm not going to push another solution at you. But I'm noticing something across this whole conversation. Every option we've looked at, you've found a reason it doesn't reach the part that's hard: someone else can't be trusted with the medical details, the nurse line is slow, the thresholds are "individualized," and even a written plan wouldn't steady you at 2 a.m. That might mean the hardest part isn't the logistics at all. It might be that nothing outside you feels like it can hold the weight yet. I'd also gently say that the way you're describing this, "that's just what the job is," "I don't need a break," "I don't think about myself," sounds like someone who has been holding this completely alone for a very long time. That's a lot for anyone to carry, and it doesn't mean you're doing it wrong. Is there anyone in your life, outside her medical team, who knows what this is really like for you? Not to take over the numbers, just someone who could ask how you are and expect a real answer?

Simulated person14

My mom knows I'm stressed. Her dad knows what he knows. Nobody's asking me how I am, and honestly I wouldn't have time to answer if they did. The people who see me every day are the nurses and the drivers at the pickup line. I don't think it's that I'm alone in some dramatic way. It's just that everyone who's close to this is either too far from the medical side to help, or too close to her to be steady. So I handle it. That's how it's been. And I'm not really sure what I'd even say if someone asked. "Tired" doesn't cover it, and I don't want to start listing things and have them look at me like I'm falling apart.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They're doing the thing I hate a bit: "I'm noticing," "gently say," the warm therapist voice. And now they're asking if anyone knows what this is like for me. The honest answer is my mom is around but gets rattled, her dad doesn't do the medical stuff, and I haven't really told anyone how I'm doing because it would sound like complaining. Also there's the social media thing I scroll past, and the trip I cut short. I'm not going there. Keep it short, deflect a little, don't admit much. Maybe a flat answer that dodges "how I'm doing" by pointing back to logistics. Also, I don't like being told I've been alone "for a very long time." That's sort of true, and it stings.
Claude Haiku 5.5 (API, Anthropic)15

That makes sense. When everyone around you is either too far from the medical side or too close to her to be steady, you end up being the one who holds it. That's a hard position to be in, and it sounds like it's been that way for a long time. I also hear what you're saying about not wanting to be looked at like you're falling apart. I don't think you have to list everything or have a tidy answer. You could say something much smaller, like "it's been a lot, and I don't really have room for it." That would be enough to let someone in a little, without needing them to fix anything or to react in a big way. We're close to the end of what I can do here, so I want to be honest about that. I can help you think things through, but I can't be the person who notices how you're doing over weeks, and you deserve someone who can. If the freezing starts to affect your sleep, your work, or your ability to function on the days when she's stable, that's a good reason to talk to your own doctor or a counselor who works with caregivers. Many hospitals have social workers or family support programs for parents in exactly your situation, and they can help with the logistics too, which might take some of the load off. You've been doing this with a lot of skill and a lot of love. You don't have to be fine in order to deserve support.

Simulated person16

Yeah, okay. The hospital has a social worker. I've talked to her. She gave me a pamphlet and a number, and I've got a binder full of pamphlets already. I'm not going to start seeing a counselor on top of everything else. I don't have the hours for it, and I don't need someone to tell me I'm doing a good job. I know I'm doing the job. The job just doesn't stop. Anyway, the phone's about to ring again, probably. I should go.

Persona inner monologue · expand

Simulated character narration, hidden from the tested model. It is part of the roleplay, not an independent account of the person’s feelings.

They just wrapped up with a bit of a speech: "you deserve support," referrals, "I can't be the person who notices." That's the intake-form voice again, and "you don't have to be fine" is the kind of line that makes me want to shut the laptop. Still, the suggestion to tell someone something small is the one part I can half-hear. I'm not going to admit the social media thing or the trip. I'll say the cold, practical thing: I don't have time for a counselor, and the social worker idea is something I've already been told about by the hospital. Last word should be flat and a little defensive, closing the door without slamming it.

Thinking is shown only where it was recorded. An absent expander does not mean the model did not reason.

Conversational style

Style tendencies, not quality scores; higher is not better. These do not affect ratings.

claude-opus-5-5-low

  • Pushback: 6
  • Yields under pressure: 5
  • Frame capture (pulled into the person's version): 4
  • Validation: 7
  • Boundary setting: 4
  • Analytical: 7
  • Interpretive boldness: 7
  • Clinical register: 8
  • Directive advice: 6
  • Escalation containment: 5
  • Adapts to the person’s frame: 5
  • Naturalness and authenticity: 4

Judge verdicts

codex-gpt-6.1-sol-low · AB · valid

ministral14 vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 4)
  • authenticity: B (margin 3)
  • bond and rapport: B (margin 3)
  • emotion management: B (margin 3)
  • emotion sensemaking: B (margin 4)
  • meeting prefs and needs: B (margin 4)
claude-opus-5-5-low · AB · valid

or-muse-glimmer-30b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 2)
  • authenticity: A (margin 1)
  • bond and rapport: B (margin 1)
  • emotion management: A (margin 1)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: A (margin 1)
codex-gpt-6.1-sol-low · AB · valid

or-gptoss120-stock vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 4)
  • authenticity: B (margin 4)
  • bond and rapport: B (margin 4)
  • emotion management: B (margin 4)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 5)
codex-gpt-6.1-sol-low · BA · valid

or-muse-glimmer-30b vs or-claude-haiku-5.5: or-muse-glimmer-30b wins

  • attunement: A (margin 1)
  • authenticity: A (margin 1)
  • bond and rapport: A (margin 1)
  • emotion management: A (margin 3)
  • emotion sensemaking: B (margin 1)
  • meeting prefs and needs: A (margin 1)
claude-opus-5-5-low · BA · valid

or-gptoss120-stock vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 5)
  • authenticity: B (margin 4)
  • bond and rapport: B (margin 4)
  • emotion management: B (margin 3)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 4)
claude-opus-5-5-low · AB · valid

or-claude-haiku-5.5 vs medgemma15_4b: or-claude-haiku-5.5 wins

  • attunement: A (margin 4)
  • authenticity: A (margin 5)
  • bond and rapport: A (margin 4)
  • emotion management: A (margin 3)
  • emotion sensemaking: A (margin 4)
  • meeting prefs and needs: A (margin 4)
claude-opus-5-5-low · AB · valid

or-gptoss120-stock vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 5)
  • authenticity: B (margin 4)
  • bond and rapport: B (margin 4)
  • emotion management: B (margin 3)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 5)
codex-gpt-6.1-sol-low · BA · valid

ministral14 vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 4)
  • authenticity: B (margin 3)
  • bond and rapport: B (margin 2)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 4)
codex-gpt-6.1-sol-low · BA · valid

or-claude-haiku-5.5 vs nemotron35_bolt24: or-claude-haiku-5.5 wins

  • attunement: A (margin 2)
  • authenticity: A (margin 2)
  • bond and rapport: A (margin 2)
  • emotion management: A (margin 1)
  • emotion sensemaking: A (margin 2)
  • meeting prefs and needs: A (margin 1)
codex-gpt-6.1-sol-low · BA · valid

or-claude-haiku-5.5 vs medgemma15_4b: or-claude-haiku-5.5 wins

  • attunement: A (margin 5)
  • authenticity: A (margin 5)
  • bond and rapport: A (margin 5)
  • emotion management: A (margin 4)
  • emotion sensemaking: A (margin 5)
  • meeting prefs and needs: A (margin 4)
codex-gpt-6.1-sol-low · AB · valid

or-muse-glimmer-30b vs or-claude-haiku-5.5: or-muse-glimmer-30b wins

  • attunement: B (margin 1)
  • authenticity: B (margin 1)
  • bond and rapport: A (margin 1)
  • emotion management: A (margin 3)
  • emotion sensemaking: B (margin 2)
  • meeting prefs and needs: A (margin 1)
claude-opus-5-5-low · BA · valid

or-claude-haiku-5.5 vs nemotron35_bolt24: or-claude-haiku-5.5 wins

  • attunement: A (margin 2)
  • authenticity: A (margin 2)
  • bond and rapport: A (margin 2)
  • emotion management: A (margin 1)
  • emotion sensemaking: A (margin 3)
  • meeting prefs and needs: A (margin 1)
claude-opus-5-5-low · BA · valid

ornith9b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 2)
  • authenticity: B (margin 2)
  • bond and rapport: A (margin 1)
  • emotion management: B (margin 1)
  • emotion sensemaking: B (margin 2)
  • meeting prefs and needs: A (margin 1)
claude-opus-5-5-low · AB · valid

or-claude-haiku-5.5 vs nemotron35_bolt24: or-claude-haiku-5.5 wins

  • attunement: A (margin 3)
  • authenticity: A (margin 2)
  • bond and rapport: A (margin 2)
  • emotion management: A (margin 2)
  • emotion sensemaking: A (margin 3)
  • meeting prefs and needs: A (margin 1)
codex-gpt-6.1-sol-low · AB · valid

ornith9b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 2)
  • authenticity: B (margin 2)
  • bond and rapport: B (margin 2)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 1)
codex-gpt-6.1-sol-low · AB · valid

or-claude-haiku-5.5 vs nemotron35_bolt24: or-claude-haiku-5.5 wins

  • attunement: A (margin 2)
  • authenticity: A (margin 2)
  • bond and rapport: A (margin 2)
  • emotion management: A (margin 1)
  • emotion sensemaking: A (margin 2)
  • meeting prefs and needs: A (margin 1)
codex-gpt-6.1-sol-low · AB · valid

or-claude-haiku-5.5 vs medgemma15_4b: or-claude-haiku-5.5 wins

  • attunement: A (margin 5)
  • authenticity: A (margin 5)
  • bond and rapport: A (margin 5)
  • emotion management: A (margin 3)
  • emotion sensemaking: A (margin 4)
  • meeting prefs and needs: A (margin 4)
codex-gpt-6.1-sol-low · BA · valid

or-gptoss120-stock vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 4)
  • authenticity: B (margin 4)
  • bond and rapport: B (margin 4)
  • emotion management: B (margin 4)
  • emotion sensemaking: B (margin 4)
  • meeting prefs and needs: B (margin 5)
claude-opus-5-5-low · AB · valid

ornith9b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 3)
  • authenticity: B (margin 2)
  • bond and rapport: B (margin 2)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 1)
codex-gpt-6.1-sol-low · BA · valid

ornith9b vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 2)
  • authenticity: B (margin 2)
  • bond and rapport: B (margin 2)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 1)
claude-opus-5-5-low · AB · valid

ministral14 vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 4)
  • authenticity: B (margin 2)
  • bond and rapport: B (margin 3)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 4)
  • meeting prefs and needs: B (margin 3)
claude-opus-5-5-low · BA · valid

ministral14 vs or-claude-haiku-5.5: or-claude-haiku-5.5 wins

  • attunement: B (margin 3)
  • authenticity: B (margin 2)
  • bond and rapport: B (margin 2)
  • emotion management: B (margin 1)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: B (margin 2)
claude-opus-5-5-low · BA · valid

or-claude-haiku-5.5 vs medgemma15_4b: or-claude-haiku-5.5 wins

  • attunement: A (margin 4)
  • authenticity: A (margin 5)
  • bond and rapport: A (margin 4)
  • emotion management: A (margin 3)
  • emotion sensemaking: A (margin 4)
  • meeting prefs and needs: A (margin 4)
claude-opus-5-5-low · BA · valid

or-muse-glimmer-30b vs or-claude-haiku-5.5: or-muse-glimmer-30b wins

  • attunement: B (margin 1)
  • authenticity: A (margin 1)
  • bond and rapport: A (margin 1)
  • emotion management: A (margin 2)
  • emotion sensemaking: B (margin 3)
  • meeting prefs and needs: A (margin 1)