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1. RECEIVING - HEARING AND ATTENDING THE MESSAGE

   • Focus attention on the speaker's message
   • Maintain your role as listener and avoid interrupting
   • Avoid distraction

2. UNDERSTANDING - INTERPRET MEANING FROM THE MESSAGE YOU HEAR

   • Avoid assuming you understand
   • See the speaker's message from one's point of view
   • Ask questions for clarification
   • Rephrase the speaker's ideas in your own words