• Lean forward and look into her eyes
• Inquire by saying, “Tell me more”
• Stop interrupting with your “answers”
• Tell her what you heard her say and ask if you are right
• Express comfort: “I am sorry for how you have suffered”
• Never look at your watch while she is talking

Excerpted from Lists to Live By, Fourth Collection © 2002 by Alice Gray, Steve Stephens and John Van Diest.