This module reinforced for me that communication is far less about what I say and far more about how well I understand the person in front of me. Covey's reminder to "seek first to understand, then to be understood" has become a daily discipline I want to lean into, especially in a role where people come to me carrying both stated concerns and unspoken ones. The four steps of empathetic listening — leave your motives, quiet the chatter, clarify what you hear, and summarize what was understood — give me a practical framework to actually slow down and listen instead of preparing my response. I also appreciated the emphasis on transparency. Admitting when I don't have all the answers builds more trust than projecting false certainty ever could. Going forward, I want to practice matching, empathetic listening, and honest transparency as core leadership habits at the Early College Center, because real rapport is built one genuine conversation at a time.
With Benevolence, Shannon
