Listening involves attending to, interpreting, and responding to another person’s contribution. It differs from hearing and from merely appearing attentive. Its quality is tested by whether the response addresses what was communicated, including when the listener understands the speaker and still disagrees.
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What these mean
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Key concept
Key concepts are the working vocabulary of the field: the terms that the models and tools rely on and that a decision about communication has to use precisely. Each entry defines the term and sends you to the brief or the self-guided audit where it is put to work.