§ Establish rapport with people
§ Pay attention to people’s facial expressions, body language, and tone of voice.
§ See things from the other person’s point of view.
§ Adjust your communication style to match theirs.
§ Avoid criticizing, making negative judgments, or saying that the other person is wrong.
§ Show interest in the other person’s interests and concerns.
§ Encourage people to talk.
§ Show your willingness to listen. Minimize distractions. Attend to the other person with your whole body (your body language, eyes, facial expressions). Nod your head and give verbal cues to communicate that you are paying attention.
§ Ask open-ended questions.
§ Listen to what people are trying to communicate, not just to what they are saying. Listen to their emotions. Listen also to what they want.
§ Check to make sure you understand. Use your own words to reflect what you have heard and noticed.
§ Speak with sincerity and conviction.
§ Be sensitive to other people’s communication style.
§ Know what you want to accomplish. Do you want people to understand your position? Lend their support? Approve your request?
§ Listen at least as much as you talk.
§ Attune what you say with how you say it. Keep your message fitting with your tone of voice, facial expression, and body language.