First, focus on the other person…open your posture, look them in the eyes, give them encouraging nods and acknowledging words. Second, summarize what they are saying. You might say something like, "So, what I hear you saying is such and such." Third, ask open-ended questions. Not questions that solicit just a yes or no answer. And don't use the word "why"... "why can't you…" "why didn't you…" "why aren't...

Your email has a feature that sends out a quick response to whoever's trying to contact you. That's fine for emails, but many of us carry that auto-reply mode into our daily conversations. Your kids ask you to play with them after work. Your auto reply is, "Not right now." Your spouse asks you to help with something around the house, without missing a beat, you reply, "I'm busy now. I'll do it later." Well,...

OK…you're at a ball field and you notice a mom and daughter arriving for a game. For 10 minutes, Mom talks enthusiastically. She laughs, she jokes … but it's not with her daughter…it's with her friend…on the phone! Mom never makes eye contact with her daughter, never talks with her or encourages her before the big game. Sound familiar? If so, take advantage of the time that you have with your kids. You never...