2. Don’t interrupt. Hear them out completely, and keep an open body language.

3. Do count to five after they finish speaking before you say a word to make sure they’ve said all they had to say.

4. Don’t disagree with their feelings, even if you don’t agree with the facts.

5. Do start by rephrasing their complaint to make sure you’ve heard it correctly and show them you’ve listened.

6. Don’t try to unlock their minds until you’ve unlocked their bodies: if they’re sitting, hand them something so they have to reach for it.

Above all else, Remember the Golden Rule of Interpersonal Communication: people trust people who are like them. The more you can adapt your voice, language, and choice of words to theirs, the more comfortable they will feel around you.