There are ten key techniques that organizational leaders and teams can use during the communication process:

1. Leaders and teams should always focus the discussion on the information as needed.
2. Leaders should always use open-ended questions to expand the discussion.
3. Leaders should always use closed-ended questions to promptly find specifics.
4. Leaders should always encourage discussion through eye contact and expression.
5. Leaders should always state their understanding of what they are hearing by reaffirming briefly what the other person is saying but never make fun of it or insult it.
6. Leaders should always summarize the key points as explained below:
a. Observe the basic principles of communication
b. Use open-ended and close-ended