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    Name: Nathan Charles

    Grade:12(d)
    Teacher: Hugh Duffus
    Date: 3/13/2023
    Subject: Customer Service

    Active Listening

    What is active listening?


    Active listening is a way of listening and responding to another person that improves mutual
    understanding. It is an important first step to defuse the situation and seek solutions to
    problems. This lesson gives students the opportunity to identify what active listening is and why
    it is important in managing conflicts.

    The difference between active listening and hearing


    We use hear for sounds that come to our ears, without us necessarily trying to hear them! For
    example, 'They heard a strange noise in the middle of the night. ' Listen' is used to describe
    paying attention to sounds that are going on.

    Examine 2 reason why active listening is imporant


    Active Listening Builds Trust and Strong Relationships
    Active Listening Can Help You to Resolve Conflict

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