Listen to understand, not reply
Most people listen while planning their reply. Active listening flips that: 1. MAINTAIN gentle eye contact (or, on a call, an attentive 'mm' / 'I see'). 2. PARAPHRASE what you heard: 'It sounds like you've been juggling work and your mum's health.' 3. ASK ONE OPEN QUESTION: 'What's been the hardest part?' 4. SIT WITH SILENCE for a count of…