I’ve been a lawyer for almost 30 years and a mediator since 1990. I’ve learned how to help resolve people’s problems, getting them not only what they say they want, but what they really want and aren’t telling me.

I have five secrets that have changed my life and those of the people I work and play with.

I’ll let you in on these secrets. Use them wisely. They are powerful tools.

• Listen. I mean really listen. Shut off your phone, turn away from your computer, make the outside world go away. Focus entirely on what your boss, friend, child or romantic partner is saying. Actively listen. Answer back with phrases like, “I’m sorry this happened to you.” “So what you’re saying is …” “What are three things you wish could happen to make this better?”

Read the full list from FloridaToday.com [HERE].