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 three. People often add the most important sentence after a pause.
No solutions yet. Solutions come after the person feels heard.
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