a lot, take notes on what they are complaining about so you don’t forget or try to interrupt them to tell them you can’t remember everything that they said.
once they assure you that they are done, then you ask them if it would be okay for you to repeat back the main points of their argument so that you are sure that you understand and don’t want to forget anything. usually they will be tickled to do that. once you have re-stated the case, ask them if this is everything that they talked about. once they have agreed that you have all of their points. you then go to the 