`Hey, don´t listen to me like that!´ How the way you listen can make or break communication

Effective listening is a learned art. Furthermore, there are different listening skills which the communicator must learn to use at the appropriate time. Frequently, the success or breakdown of a dialogue depends on the listener´s knowing first how to listen, and, second, which listening skill to use at each stage of the communication. The author discusses the five phases of effective listening, which apply to all situations. She takes up three distinct listening skills: active listening, supportive listening, and creative listening. She describes and explains when and how to use each and gives examples of unsuccessful and successful choices