QUOTE : Okay, here’s a cheat I learned in a leadership seminar. It’s called active listening. Someone says something, a complaint, or a criticism, or they’re excited about something that happened to them. For a lot of us, our instinct is to offer a solution, or expand on an idea, to fix or offer something. The key is to think about how they’re feeling, be receptive to that, and parrot it back to them. They just got a new car, and they’re happy about it? A simple ‘that’s excellent’ or ‘you must be so proud’ works. It leaves room for them to keep talking, to know you’re listening. For your teammate who just lost someone she obviously cared about, just recognizing that she’s upset and she’s right to feel upset, that’s enough.