Communication essentials

Active listening

Understand what someone means, reflect what you heard, and ask useful follow-up questions.

A practical starting point

Three principles to take into the conversation

  1. 1

    Give the person your full attention before forming a reply.

  2. 2

    Reflect the message in your own words instead of parroting it.

  3. 3

    Ask one clarifying question before offering a solution.

Try this opening

“Let me check that I understood you correctly…”

Adapt this opening to your situation and say it in your own words.

Prepare in a few minutes

  • Write down the outcome you want from the conversation.
  • Separate what you observed from what you assume.
  • Choose one point the other person needs to understand.
  • Plan a question that makes room for their perspective.