A recognisable situation
A client says emotionally that he "wants nothing more to do with the case." The professional does not respond immediately. He says: "If I understand you correctly, you do not want to make any further decisions today. Is that what you mean?" The client corrects him: he does want to decide, but not under pressure.
A question to consider
What can we prevent if we first check together whether we have understood the same?
In plain words
We do not always hear exactly what the other means, especially when emotions run high. Summarising is a simple check: did I understand you correctly?
The nuance
Do not mechanically mirror every word. It must remain natural and be intended to understand.
Explanation in own words at What truly moves people and the speakers’ compass. Book p. 105; speakers’ compass p. 27.
Practice this insight