Empathic listening involves not only hearing their words, but also listening for emotions, noticing their body language and energy, showing respect, and giving our undivided attention.
Reflecting back is paraphrasing the emotions and experiences that we heard and checking if we got it right.
Reflecting back should not discount their experience or shift the focus of the conversation.
Body language and tone of voice are subtle but impactful ways to show caring and respect.
Certain words, tone, or body language can make the listener defensive, even if that is not our intention. We are more likely to receive empathy and understanding when we choose our words wisely.
Requests should include a specific, doable action in the near future.
Asking for permission is important: are they willing to have a conversation? Does the request work for them?
Online communication removes a lot of nonverbal communication. Showing more politeness, deference, and appreciation can go a long way in building rapport and trust.
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