What if the most powerful communication skill isn’t knowing what to say, but knowing when not to fix?

In this episode of Connect with Confidence, Kerrie is joined by former emergency services crisis negotiator James Taylor to explore why so many conversations miss the mark and how learning to truly listen can transform relationships at work, at home, and in leadership.

Drawing on years of high-stakes negotiation, James shares why people in distress don’t want advice; they want to feel heard, acknowledged and understood. Together, Kerrie and James unpack the cost of rushing to fix, interrupt or perform and what becomes possible when we slow down, pause, and stay present.

This episode explores:

• ​Why most conversations are people waiting to speak
• ​The listen – pause – respond model
• ​How presence and body language build trust
• ​Why validation matters more than solutions
• ​How to have meaningful conversations without fixing

A powerful reminder that connection doesn’t come from solving problems — it comes from making people feel seen.

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