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What went wrong? Minh did not really listen. He was already thinking about his answer. And he missed the real problem. Linh needed understanding, not advice. The result? Linh feels unheard. Trust goes down. And communication becomes weak. Here’s a simple skill. Turn off your auto-reply. First, wait one second. Then, summarize what you heard. And only after that, give your opinion. Don’t listen to reply. Listen to understand.