§        Understand -  how might the other person be feeling?

§        Listen – what is it that is being communicated?

§        Repeat – re-state what you hear the other person saying.

§        Feeling – pay attention to how you are feeling.

§        Non-Judgmental – stay open to hearing what the other person is saying.

§        Need – what is it that they need?

§        Responsibility – be responsible for what you say.