LACE

A communication framework designed to improve the quality, depth, and outcome of interpersonal conversations—especially in professional settings such as sales, coaching, leadership, and customer service. At its core, the model emphasizes slowing down, showing genuine interest, and developing a fuller understanding of another person’s perspective before responding or recommending a course of action.

By guiding communicators through four deliberate stages—listen, acknowledge, clarify, and explore—LACE helps shift conversations away from assumptions and toward insight-driven dialogue.

Listen

The first stage requires active, undistracted attention. Listening within the LACE framework is not simply waiting for a turn to speak; it is the deliberate act of absorbing both verbal and nonverbal cues. Practitioners focus on tone, pacing, hesitations, and emotional undercurrents in addition to the words themselves. This kind of listening creates conversational space, encourages the other person to share more openly, and helps build trust. In many cases, this is the step that reveals the true motivations, frustrations, or expectations behind what someone initially expresses.

Acknowledge

Once the other person has been heard, the next step is to demonstrate that their message was received. Acknowledgment serves as a validation of the person’s experience rather than an endorsement of a specific viewpoint. It can take the form of paraphrasing, summarizing, or reflecting emotion—for example, noting that a concern sounds “frustrating” or that a goal seems “exciting.” This step reassures the speaker that they are not being dismissed or overlooked. It also reduces defensiveness and sets the tone for a more collaborative conversation.

Clarify

Even when someone is listening attentively, misunderstandings can develop. Clarification ensures accuracy before a response or recommendation is made. Practitioners ask targeted, neutral questions to uncover details, identify gaps, or distinguish between assumptions and facts. Clarifying questions help reveal the nuance behind a person’s needs—what they value most, what constraints they face, and what outcomes they hope to achieve. This stage also eliminates the risk of misinterpretation, making subsequent discussion more productive and efficient.

Explore

The final stage shifts the conversation into deeper inquiry. Exploration goes beyond resolving confusion; it helps uncover underlying motivations, potential solutions, or alternative viewpoints. This step often uses open-ended questions that encourage broader thinking, such as exploring reasons behind a challenge, scenarios that might change the situation, or desired best-case outcomes. Exploration is where insight emerges, enabling both parties to discover new pathways, articulate priorities, and align on next steps.

Why LACE Works

The power of LACE lies in its simplicity and its ability to create meaningful dialogue. It prevents premature problem-solving, reduces conversational tension, and reveals the context necessary for sound decision-making. Whether used in a sales call, a workplace discussion, or a customer support interaction, the framework leads to a clearer understanding and stronger relationships. At a time when many conversations are rushed or transactional, LACE brings intentional structure to the art of communication, ensuring that people feel heard, respected, and collaboratively engaged.