The document discusses listening as an important skill, highlighting several key points: 1) Effective listening requires paying attention to and understanding what is said, as well as remembering it, rather than just hearing words. 2) There are various barriers that can interfere with listening, including preoccupations, expectations, distractions, and emotions. 3) Poor listening can result in negative consequences like loss of time, money, business, and trust for both individuals and organizations. Developing strong listening skills is important for providing good service.

1. Listen between lines How good are you at it ?