It’s a frustrating place to be- in a conversation with someone who is only waiting for you to finish your sentence so they can start theirs. They’re not really listening to what you’re saying because they’re too busy thinking of a response.

What, they think they can read your mind? How pompous.

I think it’s really important to watch out for this with users in a support situation. Whether it’s by phone, or by e-mail, take the time to hear all of what they say. You may have to read between the lines, or catch the slight inflection of their voice to get the real message anyway. Be an active listener... or better yet, a reflective listener.

Whether it’s with your users, or your neighbors, don’t sabotage your relationships by manipulating the conversation. Something important might be being said while you’re busy retaliating.

Don’t know how?

“If you’re finding it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say it – this will reinforce their message and help you control mind drift.”