effective listening transp gb

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Listening Skills Topics List OBJECTIVES................................................................................................................................................2 WHY LISTENING?.......................................................................................................................................3 TEN MOST PRACTICED NONPRODUCTIVE LISTENING HABITS ...................................................5 STEPS IN EFFECTIVE LISTENING.........................................................................................................11 EMPATHIZING..........................................................................................................................................15 ADVANTAGES OF EMPATHY OVER SYMPATHY.............................................................................16 THE RELATIONS MODEL........................................................................................................................17 Heartland Information Services MT1 Training: Communication Skills 1

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