Seek first to understand, then to be understood

1. Autobiographical responses can prevent others from opening up
   1. Evaluate: judgment
   2. Probe: asking questions from own frame of reference
   3. Advise
   4. Interpret
2. Empathetic listening
   1. Listen with eyes and heart to sense, intuit, and feel
      1. Use both the left and right brain
      2. 10% words, 30% sounds, 60% body language
   2. Diagnose before you prescribe
   3. Rephrase content and reflect feeling
   4. Return to it when conversation becomes emotional
3. Being understood
   1. Use all of ethos, pathos, and logos in order
      1. Ethos: show that you can understand the other, demonstrating character and credibility by doing so