How to be a good listener: the experts' guide

Step one: stop talking. From that friend in need to your nightmare colleague, here’s how to hear and make a differenceA close friend was going through a terrible time this summer. As she cried to me on the phone in her lunch break or over coffee at the weekend, I tried to be the best friend I could. I told her to focus on the friends and partner who love her, suggested therapy and exercise to alleviate her stress, and gave her advice as to what she might say and do to change her situation.