You can also use a summary question to ensure understanding. Let’s say that the person you are speaking with has just related their efforts to help resolve the conflict at hand. Your summary question might look like this: “You have tried ignoring the scent of your colleague’s cologne, you have talked with him about how it affects your allergies, and you have tried shutting your door to keep the scent from your workspace. None of these has worked and now you are asking me to intervene. Have I got it right?”