The basics of active listening are pretty straightforward:
Listen to what they say. Don’t interrupt, disagree or “evaluate.” Nod your head, and make brief acknowledging comments like “yes” and “uh-huh.”
Without being awkward, repeat back the gist of what they just said, from their frame of reference.
Inquire. Ask questions that show you’ve been paying attention and that move the discussion forward.
So what six techniques do FBI hostage negotiation professionals use to take it to the next level?