assume we already know what they are going to say next, or we're
thinking about what we're going to say back to them.
- Listen not merely with your ears, but observe and listen with your eyes;
- Focus on what the other person is saying, not what you are thinking;
- Consider the meaning behind the words without jumping to conclusions.
Note: If you are not sure what you think they said, replay their statement back to them.
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5 Keys For Successfully Resolving Conflicts - Syndication Express