In school, we are explicitly taught how to read and write and how to speak, but we are just assumed to know how to listen effectively. In our work lives, speaking is considered contributing to the work, but listening is undervalued. Advice given on good listening habits is often very high level and general. To be effective at user experience, though, we have to be excellent listeners in a variety of situations. Karen shares how to raise this skill up to the next level to become more effective at listening in all the ways our work demands.