You kind of touched on it in the part about asking thoughtful questions, but I think it's worth pointing out that sometimes people don't feel heard because they express the same concern over and over and nothing is done, not because no one heard the concern, but because there is no specific action tied to it. The person with the concern may feel the solution is so obvious it doesn't need to be stated or, conversely, may not know the exact solution. So when people raise valid concerns, one way to address them is to elicit an action plan if the person with the concern doesn't express one.