The article includes active listening. That means giving the other person your full attention, and saying back to them their key thoughts and emotions.

I just want to add that if there was one thing that I could do that I think would make the world a better place, it would be to teach everyone active listening. Just to give one example, I have done several workshops where I paired up people on opposite sides on political issues, and just had them active listen to each other. It was simply amazing how much more civil and productive it made the discussion.