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The Essential Workplace Conflict Handbook by Cornelia Gamlem, Carol Vallone

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CHAPTER 5LISTEN UP!

If the person you’re talking to isn’t listening, be patient. Maybe he has a small piece of fluff in his ear.

—Winnie-the-Pooh

Listening is probably the most misunderstood communication process we use. Listening is not waiting for your turn to talk, but it appears that is how most of us listen—while the other person is talking, all we’re doing is thinking about what we are going to say next—and, because we aren’t hearing what is being said, the odds are our response doesn’t move the communication process forward.

“Listening well is essential for workplace success. The U.S. Department of Labor estimates that of the total time we spend in communication, 22 percent is devoted to reading and writing, 23 percent to speaking—and ...

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