1. Stop Talking! You cannot listen if you are talking.2. Put the talker at ease. Help the talker feel that he or she is free to talk.
3. Show the talker that you want to listen. Look and act interested. Do not read your mail while she or he talks.
4. Remove distractions. Don't doodle, tap, or shuffle papers.
5. Empathise with the talker. Try to put yourself in the talker's place so you can see that point of view.
6. Be patient. Allow plenty of time. Do not interrupt.
7. Hold your temper. An angry person gets the wrong meaning form words.
8. Go easy on argument and criticism. This puts the talker on the defensive.
9. Ask questions. This encourages the talker and shows you are listening.
10. Stop talking! This is the first and last, because all other commandments depend on it.
