establish eye contact, adopt an open, alert posture - Look interested, seek further information, probe with questions - Inquire, parahrase regularly to show you're paying attention - Summarise, clarify any points which are unclear to you - Test understanding , make polite noises, show support, repeat keywords - Encourage, resist the temptation to judge or criticise too soon - Neutralise your own attitudes ,

LISTEN - match the guidelines to what you need to do (in coloursed boxes)

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