Listening
Listening for the Concern Beneath the Complaint
Listening for the concern beneath a complaint helps you answer the real issue, avoid premature fixes, and make a…
The conversation file
All pieces
Explore pieces on starting, shaping and understanding conversation, with each article focused on one clear idea for a busy reader.
Openers
A Question or an Observation: Two Ways to Open a Chat
Choose a question or observation to open a chat with less pressure by matching your first line to the setting, the…
Conversation Culture
From Calling Cards to Conversation Starters
Learn how calling cards served as social introductions and what their history can teach about beginning a conversation…
Questions
The Question That Is Really a Test
Learn how to spot a question that expects one right answer and reshape it into genuine curiosity, so conversation…
Settings
A Commute Conversation with Room to End
A commute conversation can stay pleasant without taking over the ride. Learn to choose a fitting moment, respect…