TITLE : BACK-TO-BASICS LISTENING: HOW TO MINIMIZE CONFLICTS AND CONFUSION BY HEARING WHAT IS "REALLY" BEING SAID.

 
Contents
 
Introduction                                         5
 
STEP 1. Understanding Why We Don't Listen            7
 
STEP 2. Using Active Questions to Create
        Accountability                              21
 
STEP 3. Getting Others to Listen To You             29
 
STEP 4. Shaping Expectations So "Perception"
        Matches "Reality"                           41
 
STEP 5. Recognizing Our Responsibility To Listen	47
 
STEP 6. Developing Formal Surveys That Provide
     	Valuable Feedback and Input	                55
 
About the Author                                    64