An integral part of verbal communication is listening to what the other person is saying.
A human being is born with the ability to hear, but not to listen. Hearing is an automatic process that takes place passively – it is just the registration of sounds, whereas listening is a conscious activity, done actively.
It is a deliberate action involving the will to hear what the other person is saying. In order to hear one’s client, one needs to have an open mind, not just ears. Listening is a skill which enables us to obtain information. Attentive listening is difficult but it has numerous benefits. Most importantly, it strengthens the client’s sense of self-esteem and makes them decidedly more eager to cooperate than a client who senses that we do not listen to them. Listening to the other person defuses tension and limits the risk of conflict.