5Listen to Understand
People Want to Be Heard and Understood
When people express themselves verbally, they want feedback that they’ve been heard, and they also want to be understood. This is true even when they don’t understand themselves, as is the case when upset persons try to describe their feelings and thoughts. But when two or more people want to be heard and understood at the same time, and no one is willing to listen and understand, an argument or exit is almost inevitable. For this reason, a masterful communicator makes it his or her goal to listen and understand first, before attempting to be heard and understood.
Here’s the bad news: ...
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