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Chapter Outline
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Hearing and Listening  
The Listening Process  
  • Attending  
  • Interpreting  
  • Responding  
  • Remembering  
Active and Passive Listening  
Obstacles to Effective Listening  
  • Overcoming External Distractions  
  • Overcoming Attitudinal Obstacles  
Becoming a Responsible and Effective Listener  
  • Identifying Listening Goals  
  • Preparing to Listen  
  • Improving Comprehension  
  • Choosing Your Response  
  • Making Communication Memorable  
Resources for Review and Skill Building  





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