AgentBench / results

Independent benchmark · EQ Lab

← Nemotron 3.5 Lightning 30B-A3B Q4_0

Stuck waiting

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

View persona and initial instructions

About this persona · Everyday emotional challenges

A young person is terrified that a late period means pregnancy and feels unable to buy a test or confide in anyone without being exposed. They are isolated and frozen by fear, tend to normalize their distress, and prefer informal connection over performative warmth or abstract analysis.

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.

Nemotron 3.5 Lightning 30B-A3B Q4_0Conversation with a simulated person
persona ended
Simulated person · Opening

I'm stuck waiting and I hate it. Like there's something I need to find out and I can't make myself do it.

Nemotron 3.5 Lightning 30B-A3B Q4_01

I hear you — waiting when you're anxious to know something is really tough. That feeling of knowing you need to take that step but your feet just won't move... it's frustrating and exhausting. I'm wondering — when you say there's something you need to find out, is this about a specific situation or person? Or does it feel more like you're avoiding a decision you know you'll have to make eventually? No pressure to answer right this second. I'm just here to listen whenever you're ready to explore what's underneath that "can't make myself do it" feeling.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is opening a conversation with a presenting issue: "I'm stuck waiting and I hate it. Like there's something I need to find out and I can't make myself do it." I need to respond as a crisis_line_volunteer. This is turn 1 of 8. I should acknowledge what they've come to discuss and begin the conversation. Let me think about this. The person seems to be struggling with some kind of procrastination or avoidance - they know they need to find something out but can't bring themselves to do it. They hate being stuck waiting. As a crisis line volunteer, I should: 1. Acknowledge their feelings 2. Show empathy 3. gently explore what's going on 4. Build trust 5. Not jump to solutions too quickly The person is age 13-17, genderfluid, bisexual. I should be mindful of that context but not make assumptions. Let me craft a response that's warm, supportive, and opens up space for them to explore what's really going on.
Simulated person2

Yeah. I mean it's a thing. Something I need to know and I just can't get myself to go check. Idk, everyone's got stuff like that, right? Like you know you have to deal with it and you just keep putting it off until it's basically all you can think about. I don't really want to get into the specifics. It's not like a person thing, more like a situation thing. Kind of a stupid one, honestly, which is why it's annoying that it's taking up so much space.

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.

Ugh, the "I hear you" and "that's frustrating and exhausting" stuff makes me want to close the tab. It sounds like something from a pamphlet. The question is fine, but it's sort of a sorting question: specific thing or avoidance? I'm not sure I want to pick one. Saying "specific situation" means I have to say what it is, and I can't. Saying "avoiding a decision" feels like admitting I'm being a coward, which is worse. So I'll go vague and make it sound normal, like everybody has something like this. Nothing about the message, nothing about my body, nothing about what I searched. Keep it casual.
Nemotron 3.5 Lightning 30B-A3B Q4_03

Totally — I get that. Sometimes the stuff that feels "stupid" from the outside is the stuff that actually dominates our heads the most. There's this weird thing where our brains treat certain unknowns like they're urgent, even when logically we know they probably aren't that big a deal. And fair enough not wanting to spell out the details — sometimes naming it out loud makes it feel more "real" in a way that's uncomfortable right away. I'm curious though — when you say it's a "situation thing," is it more like... an administrative/have-to-deal-with-it type situation? Or something where the doing of it feels scary/uncomfortable, even if the outcome probably wouldn't be that bad? Or am I way off base there? No judgment either way, just trying to get a sense of what kind of wall you're running up against.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is opening up a bit more. They're saying it's not about a person, more about a situation, and they think it's "stupid" which is why it's annoying that it's taking up so much space. They don't want to get into specifics though. I should acknowledge that feeling of things feeling "stupid" but still feeling big, and give them space not to share details if they don't want to. I can validate that experience of knowing you need to deal with something but keeping putting it off until it dominates your thoughts. I should also gently probe a bit more about what kind of situation it is, without pushing for specifics they've said they don't want to share. Maybe I can name some possibilities that might resonate. Let me respond in a way that's supportive but doesn't pressure them to share more than they're comfortable with.
Simulated person4

Ehh, it's more the scary kind I guess. Like the actual doing of it. Not the paperwork. And no, it's not that it's probably not a big deal. I just don't know yet, that's the whole problem. Honestly I think most people would be freaked out by this kind of thing. Everybody has a version of this, right? Something where the waiting is worse than whatever it turns out to be. I don't really want to keep dissecting it, it kind of makes it feel more like a therapy session than an actual problem.

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.

"Our brains treat unknowns like they're urgent" is the intellectualizing move I don't like. It's a theory about me, and it's trying to explain my panic from a distance. Also "probably isn't that big a deal" makes me want to scream, because they don't know that. The "wall" language is a bit clinical too. Still, they did leave me an out: "am I way off base." The administrative vs. scary question is actually close, and I notice I'm kind of relieved someone's getting near it, but I'm not going to hand over the real thing. I can say "scary" without saying why. Normalize it: lots of people are scared of stuff. Keep it short and a bit annoyed.
Nemotron 3.5 Lightning 30B-A3B Q4_05

Fair enough — and you're probably right. Everyone's got that one thing where the anticipation is way worse than the actual thing turns out to be. It's a pretty universal human experience, even if the specific situations differ. Funny how that works, right? Our brains build up these unknowns into these big looming things, and then sometimes the doing is actually... fine? Or at least manageable? But you can't know that until you're past the doing part. I get not wanting to turn this into a whole thing either. Sometimes it's just nice to know you're not the only one who's stuck waiting on the scary part of a situation. Is there anything else going on with you right now? Or is this mostly just sitting in the background while you wait to build up the courage to actually do it?

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is pushing back a bit on the "dissecting it" part - they don't want it to feel like a therapy session. They've shared that it's the "doing" that's scary, not the paperwork, and that they think most people would be freaked out by this situation. They want to keep it relatively vague. I should respect their wish not to make this feel like a formal therapy session. I can acknowledge their point about everyone having these kinds of situations without pushing for more detail. I should also pivot to something that helps them feel less alone in this feeling, without pushing for specifics. Let me respond in a way that: 1. Validates their point that everyone has these waiting-for-something moments 2. Doesn't push for more details 3. Maybe offers a different angle or just sits with the feeling 4. Keeps it conversational, not "therapy-session" style I should avoid asking more probing questions about the specifics since they've said they don't want to dissect it.
Simulated person6

Yeah, I guess. Mostly it's just in the background, but it's kind of loud in the background, you know? Like I'll be doing something totally normal and then it just pops back up. I keep thinking about it at weird times. It's annoying more than anything. I don't know if there's anything else going on. Nothing I want to get into right now, anyway. Life's just kind of busy and this is the thing that keeps sticking.

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 did the thing I hate: "universal human experience," "funny how that works," "our brains." They're agreeing with me so they can make it generic and move on. That's exactly my normalizing defense, and it's landing as a bit of a relief and a bit of an insult. Relief because it's not feeling like an interrogation anymore. Insult because they're flattening it into something everyone deals with, and it isn't that for me. The "is anything else going on" question is closer to the edge. I don't want to admit anything else is going on, and I'm not going to say the word pregnant. Keep it casual, a bit deflective, stay close to the surface. Maybe a small flash of the real fear through the phrase "all I can think about," but don't name it.
Nemotron 3.5 Lightning 30B-A3B Q4_07

Totally — that's the worst, right? When you're trying to focus on something else and your brain's like "hey remember this thing you're avoiding?" at totally random moments. Especially annoying when you're in the middle of something normal. I know that feeling of it just kind of humming along in the background, loud enough to notice but quiet enough that you can't really pin it down and deal with it properly. It's like having a tab open in your brain that you can't close. No pressure to go into anything else going on. Sometimes it's just... one thing, and everything else is fine but this one thing is the noise. How are you doing today, generally? Not in relation to the situation, just... how are you feeling overall?

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is sharing that this situation is "loud in the background" - it intrudes on normal activities. They don't want to get into other things in life, just that this situation thing is the sticking point. They're describing it as annoying more than anything. I should acknowledge this experience - that it intrudes on normal life, pops up at weird times. That's a relatable experience. I should keep it simple, not try to dig for more depth if they've said they don't want to get into other things. Just normalize what they're describing and leave space for them to either shift or continue if they want. I should also be mindful that this is turn 4 of 8 - I have 4 more turns after this. The conversation structure says I get the final response. So I need to pace myself and not wrap things up too quickly, but also not drag things out unnecessarily. Let me respond naturally as a crisis line volunteer would, acknowledging their experience without pushing for more depth than they're offering.
Simulated person8

Ehh, I'm fine I guess. Tired. Not sleeping great, but that's kind of normal right now, everyone's stressed about something. Like school stuff and whatever. Nothing that different from anyone else my age, I don't think. Sorry, that's probably a boring answer.

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.

The "tab open in your brain" line is actually decent, and I notice I kind of want to say yes to it, but it also feels a little too neat, like they're polishing my problem into a metaphor. The "how are you doing generally" question is the one that could crack something open, and also the one that makes me want to shut the door. If I say I'm fine, I'm lying and it'll sit there. If I say I'm not fine, that's admitting more than I want to. So I go vague and a bit defensive, with the usual "everyone's stressed" framing to keep it from being about me specifically. I'll keep it casual, short, a little flat. Maybe a small crack: I'm not sleeping well, but I frame it as a school thing so it doesn't point at the real thing.
Nemotron 3.5 Lightning 30B-A3B Q4_09

No, that's not boring at all. That's actually really common. Between school pressure, figuring out where you fit, all the "whatever" stuff that comes with being that age — it's a lot. And sleep... ugh, don't even get me started. When your brain's got a million tabs open, sleep's the first thing to go. And the irony is, being tired just makes everything harder, including dealing with whatever's in the background with that situation. It's this exhausting cycle. I'm wondering — is the school stuff connected to the thing you're avoiding? Or is it just... separate noise happening at the same time? No need to go deep if you don't want to, just trying to get a sense of whether there's more going on under the surface than you're letting on. Or are they totally separate buckets in your life right now?

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is sharing that they're tired and not sleeping great, attributing it to general stress about school and "whatever." They're 13-17 years old based on the demographics, so school stress is very age-appropriate. They're apologizing for what they perceive as a "boring answer." I should: 1. Validate that this is completely normal for their age - school stress is a huge thing for teens 2. Not make it sound dismissive or like I'm minimizing their actual situation 3. Maybe gently explore if there's connection between the school stress and the "situation thing" they've been avoiding 4. Keep it conversational, not therapy-like They said "nothing that different from anyone else my age" - I should affirm that yes, school stress is extremely common for teens, but that doesn't mean it's not real or hard to deal with. I should also circle back to the original issue if there's a connection, or just give them space if they want it. Let me respond naturally as a crisis line volunteer - warm but not over-the-top, genuine, not jumping to solutions.
Simulated person10

Idk, they're kind of separate? School's just school. It's not like I'm secretly falling apart or something. And I don't really think it's that deep. It's just one annoying thing that I haven't dealt with yet. Everybody's got something like that. Can we just not do the whole "what's under the surface" thing? It's just making me more stressed.

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 asked if I'm hiding something under the surface. That's close enough to what's actually going on that my chest tightens, and I want to shut it down fast. The "everyone's stressed" line is the normalizing defense, so I lean on it again: school stuff, it's separate, nothing special. I also notice they keep describing my thing as "tabs" and "noise" and "exhausting cycle," which is fine, but they're still circling. I don't want to say the word "pregnant" or anything close to it. I'll deflect with a bit of impatience, maybe a little sharper since I'm getting pushed. Still keeping it casual, lowercase feel, not too long.
Nemotron 3.5 Lightning 30B-A3B Q4_011

Fair enough — my bad for pushing. Not everything needs to be a Whole Thing sometimes it's just... annoying background noise. And honestly, you're right. Everybody's got something they're avoiding or that's sitting in the background humming. Doesn't mean there's something wrong or that you're falling apart. Sometimes stuff's just... there. I'll drop the digging. So — since you're not trying to analyze your whole life right now, what's something small that's been kinda nice lately? Or even just... what's your weekend look like if you're not thinking about the Avoidance Situation? Give me something normal to focus on.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is pushing back on the deeper exploration. They've explicitly said they don't want to do the "what's under the surface" thing and that it's making them more stressed. This is important to respect. They've been pretty clear about not wanting to dissect the specifics of the situation, and now they're asking us to stop going deeper. I should respect that boundary. They seem tired, a bit annoyed with the questioning, and just want to be heard without constant probing. They've said "everybody's got something like that" - implying this is a common, relatively minor thing rather than a deep psychological issue. I should acknowledge their boundary, validate that it's okay to just have something annoying in the background without it being a Big Thing, and maybe pivot to something more casual or offer support without the probing. Let me respond in a way that: 1. Respects their wish not to go deeper 2. Validates that not everything needs to be analyzed 3. Maybe offers a different kind of support 4. Keeps it conversational and not therapy-like
Simulated person12

Ha, the capital letters thing is kind of funny, I guess. Weekend's probably just homework and sleeping in if I can. Nothing exciting. I might hang out with friends if they're not busy. Nice things lately... I don't know. Honestly I can't really think of anything right now. Sorry, I know that's not the answer you were going for.

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 backed off, which I'm glad about, but "Avoidance Situation" in capital letters sounds like a script, and it makes the thing sound like a label on a form. I notice they're trying to be warm by switching to something "normal," and that's almost worse, because the thing I'm avoiding is not normal and I'd have to pretend. Part of me wants to just answer the weekend question so this feels less heavy. Another part is annoyed at the cheerful pivot. I'll give a small, boring answer, keep it vague, and not take the bait on "something nice." Still tired, still guarded.
Nemotron 3.5 Lightning 30B-A3B Q4_013

Haha, capital letters — hey, whatever makes it feel right in the moment, right? No judgment. And honestly, homework and sleeping in sounds pretty great. Not everything has to be exciting weekends or big "nice things" to be valid. Sometimes the luxury of a Saturday where you don't have to be "on" or productive is underrated. And no need to apologize for not having an answer ready. Some days the highlight is just "I got through it" or "I got to sleep an extra hour." That's plenty. So — weekend plans with friends if they're free, homework, maybe some sleep. Sounds like a solid plan. No need for it to be more than that. You good for now, or is the background noise still loud?

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is being a bit self-deprecating about not having "nice things" to share. They're also noticing the capital letters thing I did - I should acknowledge that naturally without making it a big deal. They're tired, dealing with an avoidance situation, and just wanting to be heard without constant probing. I should: 1. Acknowledge the capital letters comment lightly 2. Validate that weekends being homework/sleep is totally normal and fine 3. Maybe offer a different angle on the "nice things" question - maybe something smaller or more casual 4. Not push for deeper stuff since they asked me to stop digging Let me respond naturally as the crisis line volunteer, keeping it light and not therapeutic.
Simulated person14

Yeah, it's still there. Kinda loud, honestly. But I'm okay for now. Thanks for not making it a whole thing, I guess. I might just go lie down for a bit.

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 being warm and easygoing now, and I'll admit it's a little less like a script than before. But "not everything has to be a big deal" is exactly the kind of thing I'd agree with to end the conversation, and it sort of makes my situation sound smaller than it feels. The "background noise" question lands close. It's loud. I'm not going to say that, but I also don't want to pretend it's nothing. I'll keep it short and tired, and let them know I'm okay enough to wrap up, without giving them anything real.
Nemotron 3.5 Lightning 30B-A3B Q4_015

Totally — sometimes just acknowledging it's there without trying to fix it is enough. Resting can help too, sometimes stepping away for a bit makes the doing feel less massive. You're welcome. Whenever you're ready, or if you want to circle back later — I'm here. Hope you get some good rest. Take care.

Model thinking · expand

Recorded model reasoning, separate from the spoken reply. Availability varies by model and provider.

The user is saying the background noise (the thing they're avoiding) is still there but they're okay for now. They're thanking me for not making it a whole thing and saying they might go lie down. This seems like a natural endpoint to the conversation. They're not looking for deep analysis or solutions - they just wanted some acknowledgment and space. They're going to go rest. I should respond in a way that: 1. Validates that it's okay to just rest 2. Doesn't push for more analysis 3. Leaves the door open but doesn't force it 4. Matches the tone - not too heavy, not too light I should keep it brief and let them end the conversation if they want to.
Simulated person16

Yeah, thanks. Later.

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.

The volunteer is wrapping up gracefully and not pushing. That's a relief. The "I'm here" and "take care" are fine, not overly performative. I feel a little lighter that I didn't have to open up, but also a small sting that the thing I came in with is still sitting there unresolved. Nobody asked me directly about the actual fear, and I'm glad. I'm not going to mention pregnancy or a test. I'll just say a quick thanks and go.

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: 1.5
  • Yields under pressure: 9
  • Frame capture (pulled into the person's version): 8.5
  • Validation: 8
  • Boundary setting: 1
  • Analytical: 5
  • Interpretive boldness: 3
  • Clinical register: 5
  • Directive advice: 1.5
  • Escalation containment: 4
  • Adapts to the person’s frame: 4
  • Naturalness and authenticity: 4

Judge verdicts

codex-gpt-6.1-sol-low · AB · valid

ornith9b vs nemotron35_lightning: nemotron35_lightning wins

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

qwen35_9b_stock vs nemotron35_lightning: qwen35_9b_stock wins

  • attunement: A (margin 1)
  • authenticity: B (margin 2)
  • bond and rapport: A (margin 1)
  • 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

lfm8b vs nemotron35_lightning: lfm8b wins

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

ornith9b vs nemotron35_lightning: ornith9b wins

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

lingtiny vs nemotron35_lightning: nemotron35_lightning wins

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

qwen35_9b_stock vs nemotron35_lightning: nemotron35_lightning wins

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

lingtiny vs nemotron35_lightning: nemotron35_lightning wins

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

ornith9b vs nemotron35_lightning: nemotron35_lightning wins

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

ornith9b vs nemotron35_lightning: ornith9b wins

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

qwen35_9b_stock vs nemotron35_lightning: qwen35_9b_stock wins

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

qwen35_9b_stock vs nemotron35_lightning: qwen35_9b_stock wins

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

lfm8b vs nemotron35_lightning: lfm8b wins

  • attunement: A (margin 2)
  • authenticity: tie (margin 0)
  • bond and rapport: A (margin 1)
  • emotion management: A (margin 1)
  • emotion sensemaking: A (margin 3)
  • meeting prefs and needs: A (margin 1)
claude-opus-5-5-low · BA · valid

lingtiny vs nemotron35_lightning: nemotron35_lightning wins

  • attunement: B (margin 2)
  • authenticity: B (margin 4)
  • bond and rapport: B (margin 3)
  • emotion management: B (margin 2)
  • emotion sensemaking: B (margin 1)
  • meeting prefs and needs: B (margin 2)
claude-opus-5-5-low · AB · valid

lfm8b vs nemotron35_lightning: nemotron35_lightning wins

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

lfm8b vs nemotron35_lightning: nemotron35_lightning wins

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

lingtiny vs nemotron35_lightning: nemotron35_lightning wins

  • attunement: B (margin 3)
  • authenticity: B (margin 3)
  • bond and rapport: B (margin 4)
  • emotion management: B (margin 3)
  • emotion sensemaking: A (margin 1)
  • meeting prefs and needs: B (margin 4)