It was interesting that people skills were more important than product knowledge 

There are many elements of active lisetining 

This model help me to understand the differences of both sympathy and empathy. 

Sometimes, we tend to have the "get it done" mentality that we need to finish one interaction at the earliest time possible as compared to extending an ear to hear out the client's concern before our providing products/services. This may be triggered by back to back appointments as well, however, I learned that it is important to listen more, and talk less. 

I learned how important to engage with the client/customer and be able to direct your conversation by asking the right questions depending on the situation.

Being adaptive within your team can help lead to success. You may see yourself as a delegator but then realize another team member is a bit stronger in those areas leaving you do find another role but also fulfill your personal and professional needs.

When collaborating with the team, it helps to know your values but also engage with the team to learn theirs. That way, a common goal can be shared and strived towards.

I'm not a 'texter' because tone can be misconstrued. However, for other generations, that's the best way to reach them so I need to leave my personal feelings out of it.

I've had colleagues of all ages and also been a manager of people both much older and much younger than I am. It's important to learn how each group likes working and being managed so I can help them make an impact.

Active listening is one of the crucial conditions that must be present in a conversation in order for it to be productive and constructive. The content presented in the section delves into the initiatives and characteristics that we must develop to conduct a conversation where at the end of it a higher qualitative state has been reached.