" Attach an emotion to what you think the other person is feeling, such as “frustrated,” “angry,” or “afraid.” 2.   Say, “I’m trying to get a sense of what you’re feeling and I think it’s —————…” and fill in an emotion. “Is that correct? If it’s not, then what are you feeling?” Wait for the person to agree or correct you. 3.   Then say, “How frustrated (angry, upset, etc.) are you?” Give the person time to respond. Be prepared, at least initially, for a torrent of emotions—especially if the person you’re talking with is holding years of pent-up frustration, anger, or fear inside. This is not the time to fight back, or air your own grievances. 4.   Next, say, “And the reason you’re so frustrated (angry, upset, etc.) is because…?” Again, let the person vent. 5.   Then say, “Tell me—what needs to happen for that feeling to feel better?” 6.   Next, say, “What part can I play in making that happen? What part can you play in making that happen? "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone