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Pages 87-91

A. Differences between hearing and listening

Amount we remember Listening spare time

Active listening Passive listening

Appreciative listening Discriminative listening

Empathic listening Critical listening

Benefits of listening Importance of good listening skills

Pages 92-97

B. Roadblocks -what are they -how to overcome them

List of filters -examples of how to overcome them

Pages 98-107

C. What to focus upon during a speech Stacking the deck

How to utilize your spare time Name calling

Listening in conversation Door openers

What does silence say Role of sincerity

D. Listening in the workplace

Why is listening important in the workplace

Introductions and remembering

Order of introductions

What to do when you are introduced

E. Importance of accepting criticism

Obstacles to accepting cdriticism

What to do when confused

What is important about paraphrasing messages

Paraphrasing

What is important about summarizing messages

Summarizing

When is summarizing useful

F. Why is note taking considered a listening skill

What are its benefits

Effects of note taking on the speakers

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