Believe it or not, sometimes listening is more important than talking. This is particularly true when workplace conflicts or disagreements spark. This video, by people skills expert Eleanor Shakiba, explains how HR practitioners can coach employees in the skill of active listening. It explores ways to explain the difference between respecting someone’s views and agreeing with them. Then Eleanor outlines how to teach the micro-skill of using reflective statements. You can download tip sheets on coaching to increase listening skills here.