Hearing and listening are not the same thing. Actually listening involves far more than hearing sounds. Being present and mindful, being emotionally aware, actively responding in an appropriate way are all necessary parts of listening.
The skills discussed in this presentation, prepared for the itSMF NZ conference in May 2013, are just as valuable in business as they are in your personal life.
Too often IT does not really listen to what the business is asking and does not respond in a way that will enable and encourage the appropriate flow of information.
This presentation gives an introduction to a set of skills that will encourage that information flow and avoid conflict and 'emotional hijacking' that can inhibit real communication.