• Stop talking .. You cannot listen while talking
• Give the speaker the chance to speak
• Listen to perceive .. Not to object
• Do not interrupt the speaker
• Put yourself in the speaker's boots.. This will help you assess the   situation
• Be patient .. Give the speaker enough time

• Keep calm .. Angry people will look for mistakes
• Don't argue .. Be open and accept criticism
• Ask questions .. This shows interest and provides clarification
• Avoid prejudice..

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