Most people need to know that they have been heard. Listen to their body, their eyes, to the colors they are wearing. If you really want to hear someone, open your heart and listen to their soul.
I used to think that forgiveness was a one-time and final act -- in one moment the pain subsides, and I say "I forgive," and it is over. But I have found that another day hidden memories spring forward from deep recesses of the mind and soul, and I must forgive again ... an ongoing project of the human soul.