This is called a mirror. By repeating back what people say, you trigger this mirroring instinct and your counterpart will inevitably elaborate on what was just said and sustain the process of connecting. For a mirror to be effective, you’ve got to let it sit there and do its work. It needs a bit of silence. -Never split the difference, p.36 Continue reading Repeat the last three words (or the critical one to three words) of what someone has just said.