Robert Bolton

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Listening is more than just hearing – it’s about active involvement with the speaker.

Resolve conflicts productively by centering emotions and using collaborative problem-solving.

Before learning new communication skills, correct poor conversational habits.

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Final summary

Reflective listening communicates acceptance and understanding.

What’s in it for me? Improve your personal and professional relationships with time-tested communication techniques.

Practice healthy confrontation by sending three-part assertion messages.