Active Listening

The mechanics

• Open with questions that can't be answered yes/no: "Walk me through what happened."
• Seek intent, not just content: "What's the part of this that worries you most?"
• Reflect before responding: "So the real issue is the handoff, not the workload — did I get that right?"
• Hold the silence. Count to five after they stop; the second answer is usually the real one.

Why it multiplies everything else

Listening is where the other three REEAL behaviors get their information. You can't respect what you don't understand, can't empower judgment you've never heard, and can't educate a gap you haven't located. It's listed last and matters first.

People repeat themselves when they don't feel heard. Meetings shrink when they do.