Upon completion of this chapter, you should be able to:

  1. Understand how listening is an essential component of communication and management.

  2. Know the internal and external causes of poor listening.

  3. Know some guidelines for improving listening skills.

  4. Understand how to craft reflective and clarifying responses that demonstrate good listening skills.


To listen is to pay thoughtful attention to what someone is saying. It is a deliberate act of attentively hearing a person speak. It is the mental process of paying undivided attention to what is heard. Listening is more than hearing, which is just the physical act of senses receiving sounds. Hearing involves the ears, but listening involves the ears, eyes, heart, and ...

Get Fundamentals of Business Communication, 1e now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.