Title -- Copyright -- About the Author -- Preface -- Contents -- PART 1 Why Should You Listen? -- What's in It for You? -- Listening-related work activities -- What's in It for Your Organization? -- Asleep at the Switch: The Cost of Lazy Listening -- The Joy of Small Change -- PART 2 Four Key Elements of Good Listening -- How to Be a Good Listener -- Four Key Elements -- Key Element 1: Hear the Message -- Listening Is Voluntary -- Three Keys to Hearing the Message -- Key Element 2: Interpret the Message -- Words -- Filters -- Tone of Voice -- Non-verbal Cues -- Key Element 3: Evaluate the Message -- Key Element 4: Respond to the Message -- Review Lab For Key Elements 1-4 -- PART 3 Your Listening Style -- You Are Unique -- The Promoting Style -- The Good Stuff: -- The Downside: -- TIPS FOR BETTER LISTENING: -- What Gets a Promoter's Attention? -- The Supporting Style -- The Good Stuff: -- The Downside: -- TIPS FOR BETTER LISTENING: -- What Gets a Supporter's Attention? -- The Directive Style -- The Good Stuff: -- The Downside: -- TIPS FOR BETTER LISTENING: -- What Gets a Director's Attention? -- The Analytical Style -- The Good Stuff: -- The Downside: -- TIPS FOR BETTER LISTENING: -- What Gets an Analyzer's Attention? -- PART 4 What's Your Listening Attitude? -- A Listening Attitude: Your Key to Success -- Barriers to Communication -- Bridges to Communication -- How Well Do You Listen? -- How to Stomp Bad Listening Habits -- Catch yourself in the act -- Fight the habit -- Substitute the old habit for a new habit -- Acknowledge your success -- Be patient with yourself -- How to Help Someone Listen to You -- Behaviors That Help People Listen -- PART 5 Ten Tips for Tip-Top Listening -- Listening Louder -- Tip 1: Take Notes -- Tip 2: Listen Now, Report Later -- Tip 3: Want to Listen -- Tip 4: Be Present -- Tip 5: Anticipate Excellence.

Tip 6: Become a "Whole Body" Listener -- Tip 7: Build Rapport by Pacing the Speaker -- Tip 8: Control Your Emotional "Hot-buttons" -- Tip 9: Control Distractions -- Tip 10: Listening Is a Gift, Give Generously -- SUMMARY -- Points to Remember -- Part 1: Why Should You Listen? -- Part 2: How to Be a Good Listener -- Part 3: Your Listening Style -- Part 4: Your Listening Attitude-A Barrier or a Bridge? -- Part 5: Ten Tips for Tip-Top Listening -- Develop a Personal Action Plan -- Author's Suggested Answers and Comments -- The Benefits of Listening -- What Do You Know About Listening? (page 8) -- Listening Lab: Hearing the Message (page 18) -- Vacant Vincent (page 50) -- Critical Carrie (page 51) -- Complaint Curtis (page 52) -- Arlo Active (page 53) -- Lisette Listener (page 54) -- Additional Reading.