Often we are so involved in the conversation we talk too much, learn to pause before you speak. During that pause think about the following
- What did they say?
- What are the positives that you can build upon?
- What is the key message - after laying aside the emotion ?
- What is your emotional state and control it to ensure that you keep the dialogue going~?
A pause shows that you are thinking, that you have listened to what they have said. Your role then is to show that you have listened by picking up on the key message. Don't shout down the negatives, make sure that your first reply is about the positives.