Listening and rephrasing/responding is so key to listening and I like the emphasis on the active listening.

I appreciated the quick and clean breakdown of the types of positive as well as negative listening - particularly the negative, it is important to understand that often negativity comes from the listeners perception not the speakers participation.

Attitude is everything. Maintaining a positive attitude will set the tone for your customer/student. You must "sell" or "promote" yourself and your energy before you can successfully sell a product or a service. 

I didn't know how important the reading of the body language was. All the principles are important of course, but we (as admissions) we need to use this principle as the second tool after effective listening.

I have not heard of the metaphor question, so I appreciated the breakdown and the sample conversation.

I didn't realize how much mirroring or matching body language, speed, tone, etc. can have an impact. As I reflect on some of my interactions with coworkers, I can pinpoint who I have better rapport with just based on our conversations and body language. It's really quite interesting and says a lot!

The 3 levels of knowing how to listen and I learned to know how to get to know people according to each situation and for this repeating, rephrasing and reflecting are the principles to take into account to understand each person

These principles are very elementary to be able to identify and treat each of the students better and in a very holistic way to manage each person efficiently and effectively

I knew most of the information about the questions and the open and closed questions and the "why" question and the tactics, but what I appreciated about the first section was the diagram and the reminder to stay above the line and not fall into the negative space.

I learned that you can make people call you back by leaving a convincing voicemail!