Dialogue: Reflect Before You Defend
Practice listening in a renewal-risk conversation.
Marcus Customer Success lead M 1 Open 2 Probe 3 Close Live dialogue Marcus says, "The renewal is at risk because implementation keeps surprising us." Your next sentence determines whether they share more truth or start performing. Active Listening / What Great Listeners Actually Do Active listening is a disciplined loop: attend to the full message, reflect the meaning you heard, check accuracy, and only then respond. It is not passive politeness. It is a way to improve the data quality of the conversation before action. Skilled listeners ask questions that help the speaker think, summarize the stakes, and allow…
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