Listening & Interaction

Featured Concepts

• Active Listening

  Fully focus on, understand, and respond thoughtfully to what others are saying.

• Mirroring & Labeling

  Reflect speaker's emotions and words to demonstrate understanding and build connection.

• Clarifying Questions

  Ask targeted questions to ensure accurate understanding and uncover deeper insights.

• Summarize & Check

  Recap key points and verify understanding before moving forward or making decisions.

• De-​escalation Language

  Use calming words and phrases to reduce tension and create space for productive dialogue.