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Active <br />Listening <br />in action <br />18 <br />•Repeat key points. <br />•“I think you are raising three issues here.” <br />Summarize <br />•Repeat speaker words verbatim, deescalating the tone, if <br />needed <br />Mirror <br />•Demonstrates speaker was understood <br />•“It sounds like you are saying..” “Is this what you mean?” <br />Paraphrase <br />•Draw people out to learn about root causes <br />•“Can you give me an example?” “Tell me more?” “What do you <br />mean by…? <br />Learn