1. Why Managers Often Fail to Listen
• Overassertiveness
• Mental competition
• Assumptions about the speaker
• Assumptions about the situation
• Laziness

2. Types of Listening
• Passive
• Attentive
• Interactive
• Empathetic

3. Strategies for Listening
• Listen to the whole message
• Listen for factual information
• Listen for feelings
• Give the speaker signs of interest
and understanding

4. When listening for feelings, pay attention to:
• Tone of voice
• Facial expressions
• Gestures and posture
• Eye movement and eye contact
• Pace of speaking
• Indications of nervousness, excitement, depression,
or other emotional states