I like that this section stressed the importance of how written communications can be misconstrued. I like that there were examples of ways to give cues to the intended tone of the communication when nonverval cues and body language cannot be observed. 

I learned not to get pulled into coaching traps such as creating false expectations and not actively listening to students. It is important to listen to your students and allow them to participate in setting goals and determining which actions to take to achieve those goals.

Active listening is essential to making students feel that they are being heard. By making students feel like they are being heard and understood, you build better relationships and will have a better working alliance with those students.