How To Be An Engaging Leader
Key Phrases To Help Listen and Respond Constructively Anytime
When listening to the other person's point of view, the following responses are
often helpful:
Encourage the other person to share his or her issues as fully as possible.
· "I want to understand what has upset you."
· "I want to know what you are really hoping for."
Clarify the real issues, rather than making assumptions. Ask questions that allow you to gain
this information, and which let the other person know you are trying to understand.
· "Can you say more about that?"
· "Is that the way it usually happens?"
Restate what you have heard, so you are both able to see what has been understood so far it
may be that the other person will then realize that additional information is needed.
· "It sounds like you weren't expecting that to happen."
Reflect feelings be as clear as possible.
· "I can imagine how upsetting that must have been."
Validate the concerns of the other person, even if a solution is elusive at this time. Expressing
appreciation can be a very powerful message if it is conveyed with integrity and respect.
· "I really appreciate that we are talking about this issue."
· "I am glad we are trying to figure this out."
Source adapted and credited to Link
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