This abridged version, made up of select slides from my other presentations, was specially made for the executives of LIC, Hyderabad Division. You are requested to view the full versions of the other presentations, available here.
Getting along with people is very important for the success of any organized activity, this is particularly so because most work is accomplished by working together. Interpersonal Relations are very important in securing success and happiness, not just at the work place, but everywhere else, including our own sweet home. Ability to get along well, with people and circumstances is very important.
Objectives--- Learn group activities to help clients...
~ Explore why it is important to develop interpersonal skills
~ Identify the goals of interpersonal skill development
~ Explore why the relationship with self is vital in developing healthy relationships with others
~ Identify personal vulnerabilities which may impact interactions with others
~ Discuss boundaries, why they are important and common boundary issues
~ Explore resentment and jealousy and how to help clients address these feelings
~ Help clients develop a plan for nurturing relationships
Agile Tour Toronto 2013 - Communication Styles - Employing and Enjoying our Differences - presentation by Sue Johnston - Everyone is different, that's true, but we're different in some predictable ways. Knowing your communication style and that of others helps you interact more effectively and improve your relationships at work and in life.
What’s My Communication Style: How to Get Along with (Almost) AnyoneHRDQ-U
Effective communication is the very lifeblood of any organization. If communication is not clear and persuasive between managers and employees, and employees and customers, then other vital goals are forever out of reach. Say goodbye to your aspirations for successful leadership, teamwork, customer service, or even the ability to execute a coherent business strategy.
If you want to bring about meaningful improvements in communication skills, the best way to begin is to build a better understanding of personal communication styles and their effects on other people. What’s My Communication Style? is a proven training assessment that identifies an individual’s dominant communication style – Direct, Spirited, Considerate, or Systematic – and the communication behaviors that distinguish it.
Interpersonal Skills include communication skills as persuading, listening, and influencing; Leadership skills as prob;em solving, decision making, conflict resolution and finally Team Management as delegating and motivating
Diversity and culture competence are factors as well
http:/www.saharconsulting.com
Getting along with people is very important for the success of any organized activity, this is particularly so because most work is accomplished by working together. Interpersonal Relations are very important in securing success and happiness, not just at the work place, but everywhere else, including our own sweet home. Ability to get along well, with people and circumstances is very important.
Objectives--- Learn group activities to help clients...
~ Explore why it is important to develop interpersonal skills
~ Identify the goals of interpersonal skill development
~ Explore why the relationship with self is vital in developing healthy relationships with others
~ Identify personal vulnerabilities which may impact interactions with others
~ Discuss boundaries, why they are important and common boundary issues
~ Explore resentment and jealousy and how to help clients address these feelings
~ Help clients develop a plan for nurturing relationships
Agile Tour Toronto 2013 - Communication Styles - Employing and Enjoying our Differences - presentation by Sue Johnston - Everyone is different, that's true, but we're different in some predictable ways. Knowing your communication style and that of others helps you interact more effectively and improve your relationships at work and in life.
What’s My Communication Style: How to Get Along with (Almost) AnyoneHRDQ-U
Effective communication is the very lifeblood of any organization. If communication is not clear and persuasive between managers and employees, and employees and customers, then other vital goals are forever out of reach. Say goodbye to your aspirations for successful leadership, teamwork, customer service, or even the ability to execute a coherent business strategy.
If you want to bring about meaningful improvements in communication skills, the best way to begin is to build a better understanding of personal communication styles and their effects on other people. What’s My Communication Style? is a proven training assessment that identifies an individual’s dominant communication style – Direct, Spirited, Considerate, or Systematic – and the communication behaviors that distinguish it.
Interpersonal Skills include communication skills as persuading, listening, and influencing; Leadership skills as prob;em solving, decision making, conflict resolution and finally Team Management as delegating and motivating
Diversity and culture competence are factors as well
http:/www.saharconsulting.com
Success through interpersonal skills - Management Concepts - Manu Melwin Joy ...manumelwinjoy
Total interpersonal space devoted to mutual understanding and shared information.
Productivity and interpersonal effectiveness are directly related to the amount of mutually-held information
Interpersonal skills for effective relationships Nwakerendu Ike
developing interpersonal skills is critical to the overall success of every individual. It is important that you develop your technical skills, without neglecting your interpersonal skills.
In the workplace interpersonal skills are very important for getting and keeping organizational business growth or team performance graph high. Most of the cases we find that people are not aware or don't try to give focus to get improve self interpersonal skills within the team at the workplace. As a result the expected outcomes among the team not achieved. In my last 15 years experience I have observed that due to the lacking of individual's positive attitudes, IS cannot be improved at workplace. I have gathered some points and mentioned below. I believe these points would be effective if we can follow at our work place for improving our workplace interpersonal skills to meet the team goal.
FellowBuddy.com is an innovative platform that brings students together to share notes, exam papers, study guides, project reports and presentation for upcoming exams.
We connect Students who have an understanding of course material with Students who need help.
Benefits:-
# Students can catch up on notes they missed because of an absence.
# Underachievers can find peer developed notes that break down lecture and study material in a way that they can understand
# Students can earn better grades, save time and study effectively
Our Vision & Mission – Simplifying Students Life
Our Belief – “The great breakthrough in your life comes when you realize it, that you can learn anything you need to learn; to accomplish any goal that you have set for yourself. This means there are no limits on what you can be, have or do.”
Like Us - https://www.facebook.com/FellowBuddycom
Interpersonal Skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives.
Effectief gebruik van social media Marcus Verbeek Business AcademyBudeco
Een presentatie over het effectief gebruiken van social media vanuit zowel gebruikers- als organisatorisch perspectief.
Wilco Verdoold van Budeco verzorgde 3 keer een 1,5 durende workshop voor de studenten, alumni, medewerkers en docenten van de Marcus Verbeek Business Academy
Success through interpersonal skills - Management Concepts - Manu Melwin Joy ...manumelwinjoy
Total interpersonal space devoted to mutual understanding and shared information.
Productivity and interpersonal effectiveness are directly related to the amount of mutually-held information
Interpersonal skills for effective relationships Nwakerendu Ike
developing interpersonal skills is critical to the overall success of every individual. It is important that you develop your technical skills, without neglecting your interpersonal skills.
In the workplace interpersonal skills are very important for getting and keeping organizational business growth or team performance graph high. Most of the cases we find that people are not aware or don't try to give focus to get improve self interpersonal skills within the team at the workplace. As a result the expected outcomes among the team not achieved. In my last 15 years experience I have observed that due to the lacking of individual's positive attitudes, IS cannot be improved at workplace. I have gathered some points and mentioned below. I believe these points would be effective if we can follow at our work place for improving our workplace interpersonal skills to meet the team goal.
FellowBuddy.com is an innovative platform that brings students together to share notes, exam papers, study guides, project reports and presentation for upcoming exams.
We connect Students who have an understanding of course material with Students who need help.
Benefits:-
# Students can catch up on notes they missed because of an absence.
# Underachievers can find peer developed notes that break down lecture and study material in a way that they can understand
# Students can earn better grades, save time and study effectively
Our Vision & Mission – Simplifying Students Life
Our Belief – “The great breakthrough in your life comes when you realize it, that you can learn anything you need to learn; to accomplish any goal that you have set for yourself. This means there are no limits on what you can be, have or do.”
Like Us - https://www.facebook.com/FellowBuddycom
Interpersonal Skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives.
Effectief gebruik van social media Marcus Verbeek Business AcademyBudeco
Een presentatie over het effectief gebruiken van social media vanuit zowel gebruikers- als organisatorisch perspectief.
Wilco Verdoold van Budeco verzorgde 3 keer een 1,5 durende workshop voor de studenten, alumni, medewerkers en docenten van de Marcus Verbeek Business Academy
Officinae Verdi è la prima società in Europa che integra la cultura di un’associazione ambientalista, un partner finanziario e uno tecnologico. Un modello unico che coniuga finanza, tecnologia e sostenibilità ambientale per un progetto di “Energia a km Ø”.
2011 Mar27 Self-Confidence - Sri Shiridi Sai Baba Sansthan - [Please downloa...viswanadham vangapally
A special presentation made for the 129th Programme on Personality Development, for the Sri Shiridi Sai Baba Sansthan, Shivam Road, Hyderabad. You are most welcome to give your valuable feedback: Viswam.vangapally@gmail.com
De Zaaier (Vijftiende zondag door het jaar A)Ten Bos
Teksten en liederen die geprojecteerd werden op Ten Bos tijdens op de vijftiende zondag door het jaar (A): de zaaier (Sint Amanduskerk Erembodegem). De teksten van onze vieringen zijn te vinden op de website: http://www.kerkembodegem.be/tenbos/liturgie/vieringen.html
Planes eco y agro turísticos en el suroeste antioqueño, fincas, senderos, cabalgatas, para grupos y personales, mas informacion turicultura@hotmail.com cel 3117975870.
SeniorVisualBI - platforma decizionala pentru afaceri in valoare de 300 mil. eurSenior Software
La un an de la lansarea SeniorVisualBI, 37 de companii locale si multinationale gestioneaza afaceri de 300 mil. EUR folosind unicul sistem de analize manageriale din Romania powered by Tableau Software, liderul mondial in vizualizarea datelor. Senior Software pregateste pentru clientii sai, dar si pentru noile companii care doresc implementarea celui mai intuitiv instrument decizional pentru afaceri, o noua versiune SeniorVisualBI care integreaza urmatoarea generatie de functionalitati BI pentru mai multa mobilitate, interactivitate si rapiditate in analiza datelor.
Soft skills is a sociological term relating to a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, friendliness, and optimism that characterize relationships with other people.[1] Soft skills complement hard skills (part of a person's IQ), which are the occupational requirements of a job and many other activities.
This session we will look at the power of communication, the importance of relationships and how to build them personally, professionally and romantically.
We will also delve into Assertion and Criticism.
Problem Solving and Becoming a ProfessionalField MattersDaliaCulbertson719
Problem Solving and Becoming a Professional
Field Matters
Learning how I fit within social work
Exploring macro practice
Working directly with client/patients
How to ethically operate an organization
Learn how to advocate for specific populations
To apply knowledge gained from courses
Learning about group facilitation and evidence-based practices
Learning more about the day to day role of a social worker
How to support patients needs
Gain hands on experience
Gain a better understanding of policy/law
Finding out what area of social work I would like to pursue
Gaining more knowledge of resources
2
MARSHA LINEHAN - Interpersonal Effectiveness
MARSHA LINEHAN - Interpersonal Effectiveness
Being an “Engaged” Intern
Having foundational understandings
Seeking engagement benchmarks
Demonstrating personal quantities and competencies
Attitudes & Values Reflection Skills Knowledge
Communication Skills Empowerment Personal Resources
Field Practicum Policies p 61-67
Attendance
Distance from Columbia
Transportation to field
Transporting clients
Client confidentiality
Employment-based FP
Publications & Presentations
Student performance outside of field
Student well-being in field
Resolutions of Problems
Unexpected breaks in field
No fault reassignment
Termination from field
Dual Relationships
Staying at same organization
Resolution of Problems in Field Placement Procedure
Step 1: Discuss concerns directly with your Field Instructor
Step 2: Develop a plan with your Field Instructor and inform your Field Liaison
Step 3: Contact your Field Liaison if problems persist
Step 4: Meet with your Field Liaison to develop a course of action and involve Dr. Reitmeier when appropriate
Step 5: Request a change in placement if still no resolution
Step 6: Submit formal written request to change placements to Dr. Reitmeier
Talking to your Field Instructor
Depending upon the nature and severity of the problem, the student should discuss the difficulties with the field instructor
Although initiating such a discussion may be uncomfortable, being able to advocate for one’s own needs is an important step to becoming an effective advocate for clients
If the problem is one that cannot be discussed with the field instructor or if previous discussions have not alleviated the problem, the student should then contact the field liaison
Working through Discomfort
Difficult conversations are an inevitable part of social work practice, whether they are with clients or colleagues
Most people want to avoid conflict and potentially stressful situations – this is human nature
The longer you wait to have these important conversations, the more it will affect your relationship with the person
Developing confidence in navigating tough conversations is at the heart of interpersonal skills
Let’s explore an interpersonal effectiveness skill!
Interpersonal Effectiveness Skills
Interpersonal effectiveness, at its most basic, refers to the ability to interact with ot ...
Frankfinn Presentation on Personality Development -Distinction by Hricha DhungelHrichaDhungel
Frankfinn Presentation on Personality Development-Distinction by Hricha Dhungel
This Presentation on Personality Development-Distinction will help you give an idea of how to make one.
Emotional Intelligence (EI), the key to improving client building, existing relationships,
negotiation techniques and leadership skills, can best be taught, accessed, coached,
developed and enhanced by using improvisation techniques to support emotive learning.
Cognitive learning is less effective because it is knowledge‐based. As such, comprehending
the concepts of EI is not enough. Increasing one’s EI is like exercising a muscle rather than
learning more about a topic. It requires the appropriate action and reinforcement ‐‐ much
like lifting weights to develop stronger muscles rather than reading an exercise book.
This is a general overview of intercultural communication that helps to unveil the different aspects, background and skills to communicate effectively with different cultures
Becoming transformational leaders requires consistent examination of how to become your best self. Learn collaborative communication techniques, gain perspective of peers on your engagement skills and strengthening your emotional intelligence to better engage team members and excel in the workplace.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
3. Interpersonal Relations ~ Relations arising from and issues relating to people interacting with other people; Improving interpersonal relations begins with acquiring ~ the ability to know the impact of one’s behaviour on others and that of others’ behaviour on self.
5. No matter how hard you work or, how creative and brilliant you are if you can’t get along with the people who work around you, your professional life, and as a consequence, your personal life will suffer.
6. NEED FOR INTERPERSONAL RELATIONS 1. Today’s work needs good networking skills. 2. Families stay as nuclear. Help is scarce. 3. Friends and Colleagues change faster. 4. Hierarchy is flattened so the number of your co-workers increase. 5. Your team interacts with other teams. 6. Your Boss, may be younger, more ambitious and likes to move fast.
7. Interpersonal Skills A set of behaviours which allow you to communicate effectively and unambiguously in a face-to-face setting to assist progress towards achieving an objective
8. All of us want ….. ? Success Happiness Interpersonal Relations help us in securing more success and happiness.
9.
10. Skills essential for effective teamwork are: communicating and relating effectively, empathy and respect for the feelings and views of others, accurate self-evaluation of performance and relationships, and conflict management using active listening skills and empathy.
11. WHAT IS THIS INTERPERSONAL SKILL ? • Effectively translating and conveying information. • Being able to accurately interpret other people's emotions. • Being sensitive to other people's feelings. • Calmly arriving at resolutions to conflict. • Avoiding gossip. • Being polite
12. It takes a combination of Self-awareness, Self confidence, Positive personal impact, Effective performance, Communication skills and Interpersonal competence to succeed in your career and life. Success elements in Relationships
13. Positive Personal Impact Do you know how other people see you? When you leave a meeting or end a conversation, what impression do you leave behind? What picture do other people have of you? How do you think they perceive you? We impact on others through our opinions, the sound of our voice, the effect of our silence, the expressions we use, the quality of our positive contribution.
14. Positive Personal Impact Better Positive Personal impact is ~ Improving your positive attitude, posture, including simple things like greeting properly, having good manners, being disciplined, honest, hardworking, helpful, being reliable and dependable, looking friendly and confident having value-orientation, quality-orientation and achievement-orientation, etc.
16. 6 interpersonal skills Applicable to almost all situations: Analyzing the situation Establishing a realistic objective Selecting appropriate ways of behaving Controlling your behaviour Shaping other people's behaviour Monitoring our own and others' behaviour
17. Assertiveness vs. Aggressiveness Assertiveness ~ means taking the initiative to deal with a problem in a constructive, self-protective manner. ~ Assertiveness attacks the problem, not the person. Aggressiveness ~ attacks the other person rather than the problem. It represents a destructive desire to dominate another person or to force a position or viewpoint on another person; it starts fights that end in quarrels.
18. Interpersonal Communication skills “ I – statements” help you express the way you feel and what you want with great clarity. “ You – statements” can make others feel angry and defensive immediately. A respectful tone of voice conveys that you are taking others seriously and that you also expect to be taken seriously. Further, people with good communication skills are assertive without being aggressive or manipulative.
19. Interpersonal Communication skills Eye contact is vital for good communication. Appropriate body language encourages conversation. Clear, organized ideas, specifically stated help you accurately and honestly describe your feelings and contribute to conversations and to decisions that need to be made.
20. Interpersonal Conflict Conflict occurs when two people, or two groups of people, cannot agree on any point, and differ seriously. Generally conflict begins with mild differences, and causes further disagreements, arguments, disputes, and fights.
21. Conflict Resolution Conflict resolution involves identifying areas of agreement and areas of compromise so that a solution to the disagreement or conflict occurs.
22. You can’t expect all others to see the things the way you see them. What is needed is proper analysis and constructive criticism. Constructive criticism requires good listening skills and Skills of constructively criticizing. Constructive criticism
23. Skills of Constructive Criticism - Mention the good points, to begin with. - Show interest and your willingness to involve - Explain the problem and more importantly, do you have a solution for it. - give encouraging suggestions for improvement - Remember, you are criticizing the particular point and not the individual. - Do not bring out the past failures or problems and speak in the light of past experience.
24.
25. The purpose of this presentation is to motivate you to become aware of your communication style, improve your Interpersonal competence, reduce conflict in the workplace, All these things, acting together, will improve productivity and thus increase profitability! Surely, any objective includes productivity and profitability !
27. Self Promotion. Promote yourself effectively. Understand your strengths and learn how to express them. [ Smile and Ask ]
28. Communicate effectively Good communications are invaluable in any situation. Be articulate, concise, enthusiastic, honest, and open.
29. Don't forget the other side of communicating: LISTENING. This is as important as speaking. Many people rather than listening, they spend their time thinking of the next thing they are going to say, thus taking virtually nothing in at all.
34. Teamwork Work hard for others and the rewards will come back to you ten times over.
35. BE TACTFUL T = Think before you speak A = Apologize quickly when you blunder C = Converse, don’t compete T = Time your comments F = Focus on behavior – not personality U = Uncover hidden feelings L = Listen to feedback
37. Johari -- Window . Open Arena Blind Area Unknown Area Hidden Area Known Unknown K N O W N U N K N O W N Self O T H E R S 1 2 4 3
38.
39.
40.
41.
42. J O H A R I W I N D O W KNOWN TO SELF UNKNOWN TO SELF KNOWN TO OTHERS UNKNOWN TO OTHERS D I S C L O S U R E F E E D B A C K PUBLIC OR OPEN PRIVATE BLIND UNKNOWN
43. Personality- Analysis. A B C D The persons with wider common area become highly acceptable to individual and society at large. A - The way I think I am. B - The way others think I am or about me. C - My real-self. D - Common area. (Self-concept)
44. ‘ I am OK You are OK I am OK You are NOT OK I am NOT OK You are OK I am NOT OK You are NOT OK I
45. ‘ Please go through 2 more related presentations : Some Thoughts on Improving Interpersonal Relations 9 Tips on Improving Interpersonal Skills I
46. WITH GRATEFUL THANKS to many authors, writers, teachers & good friends whose combined contribution inspired me in compiling this presentation
47. In case YOU liked this speech and presentation ~ for listening to more speeches and for viewing more presentations, Please Visit: Visit: http:// www.archive.org and Search for Prof. V. Viswanadham
48. In case YOU liked this presentation ~ for viewing more presentations, on various topics, Please Visit: Please visit : www.scribd.com and search for Viswam.vangapally4581 and / or www.slideshare.net/viswanadham In case YOU want to give some feedback / contact me : Viswam. vangapally@gmail.com Prof. V. Viswanadham ~ [040 – 2722 3383] A BIG THANK YOU FOR YOUR PATIENT LISTENING