1. phase what they say and get a thats right
2. Always phase questions in way that makes them feel like they will lose something if they dont take it
3. Inflect your voice upward when you ask a question
4. Say their name
5. Try to exhale and inhale at the same time as them
6. Your tone should be show curiosity not judgement https://www.youtube.com/watch?v=yCHtogVbe50 1 10
7. Hand gestures that match your words
8. Eye contact
9. Empathize "seems like you been handling a busy day well"
10. Validate emotions ( how did you feel )(MAKES SENSE GIVEN THE SITUVATION) (ID FEEL THE SAME WAY) (NOT EASY ) ( i can see why your mad)
11. Nod head when they talk
12. Match body language
13. Tone starts off high then goes down gradually
14. Esulate the situavtion when with her