I agree with your points, but the OP was specifically asking for tip on building empathy and becoming a better listener. Software types like me are problem solv

I agree with your points, but the OP was specifically asking for tip on building empathy and becoming a better listener. Software types like me are problem solvers, and to us, problems exist to be solved. It took me many years (and my late Wife's great help) to understand that not every complaint was a request for a solution. So I stick by my initial suggestion, until at least the person trying to learn listening skills feels that they are making progress.