1. STAY calm and LISTEN to what the person has to say.
2. ASK the person to EXPLAIN if you don’t understand.
3. PARROT back what you THINK the individual said.
3. ASK what the person WANTS to do about the situation.
4. TELL the person you UNDERSTAND.
5. AGREE and APOLOGIZE.
6. ASK if you can TELL your side.
Do not become defensive or start talking before the other person has finished.
Listen actively – with your heart and not only your ears.