Listen for the content of the message. Make and effort to hear what it is being said.
Listen for the feelings of the speaker. Perceiving the speaker's feelings about what it is being said
Respond to the feelings of the speakers. Demonstrate to the speaker that you recognize and understand
Note the speaker's verbal and nonverbal cues. Attempt to identify mixed messages and contradicting messages the speaker may be expressing
Reflect back to the speaker what you think you are hearing. Restate to the speaker in your own Words what you think the speaker said. Then allow the speaker to respond further thus clarifying the message
