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eye contact is important for me, it establishes a connection that gives me insight into the situation.
prolonged eye contact can become uncomfortable, so I'll usually focus on something around the person while I'm listening to them, occasionally re-establishing eye contact. If I maintain eye contact, I try to be relatively animated (like when i'm talking) so it doesn't make the other person uncomfortable.
I think eye contact can be intimidating but only when that's the intention. but whatever the intention, it's really important for interaction.
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