Jane Toohey introduced the concept that our "inner voice" can negatively impact our listening abilities. When we think we are listening, we are often speaking to our inner voice to plan our response instead of focusing on what the other person is saying. An exercise demonstrated this - when asked to recount details of conversations, participants like the author missed key points because their inner voice distracted them. Being aware of and controlling the inner voice is important for being a better listener and leader, as listening is crucial for effective communication and demonstrating care and respect.