When listening to someone in conflict, your first instinct may be to sympathise or empathise with the person telling the story. This can be useful as it may show that you are relating to how the speaker is feeling. However, if used too much it can seem false and even decrease some of the confidence the person has in their ability to solve the problem.
In this video we hear how Marion’s response to the over sympathetic listening. She speaks about how the listening style decreased her confidence in the situation, and that it left her feeling like maybe she should just give up because the situation seemed worse after talking it through with Sam.