This is Katherine Isgren.
It is important to listen to the voice – not so much for what is being said – but how it is being said. The very sound and inflection can reveal hidden attitudes. Also, fully understanding requires going beyond listening.
Verbal Defense and Influence training requires back and forth dialog to complete the understanding of the facts, context, situation,obstacles and more about the attitudes.
L-Listen, E-Empathize, A-Ask questions, P-Paraphrase their meaning, and S-Summarize making sure everyone understands. Using a tone and a manner of speaking that shows confidence and empathy will increase our effectiveness in the outcome.