(Summary of – https://www.youtube.com/watch?v=QbOuIWlhsq0)
Covers 4 steps, to be used to help with communication understanding =
Mirroring – repeating back to the speaker their comments
Summary – concluding what you heard from the speaker, to confirm your understanding
Validation – acknowledgement that you heard and understand their perspective, not that you agree with it.
Empathy – acknowledge the speakers feelings and let them feel heard.