Chapter 5 of 10All chapters
Chapter 5 of 10
Listening
Understanding before replying.
Restating
Summarise what you heard before answering. It confirms understanding, and it shows the other person they were heard, which lowers the temperature.
- Ask open questions and let pauses run.
- Notice the concern behind the objection, which is often unstated.
Common failures
Preparing your rebuttal while listening, finishing sentences, and answering a question nobody asked. All three feel efficient and lose information.