Are there any listening and collaboration theories that would help me annotate the following passage?

Karen has been an employee at the insurance company for five years. Recently, she has been struggling with customer satisfaction and blames the ongoing turmoil in her life (a single parent with two kids) for this problem. Karen needs extra support at work but doesn't know how to ask for it. She doesn't want to cause conflict, especially with her new manager, Sara. Karen is unsure about what to do next. What communication techniques enhance the role of interdependence in the workplace by applying numerous conflict management strategies, such as supportive climates, multitasking, mindfulness, listening, empathy, collaboration, and emotional intelligence?