This document discusses communication skills, specifically listening skills. It defines listening and describes it as an important skill that impacts job effectiveness and relationships. There are four types of listening discussed: informative, appreciative, empathetic, and discriminative. Active listening is described as making a conscious effort to understand not just words but the total message. Qualities of an effective listener include showing interest, providing feedback, avoiding distractions, asking clarifying questions, maintaining eye contact and understanding the speaker. Barriers to effective listening mentioned are physical, physiological, linguistic and cultural barriers. The key difference between hearing and listening is that listening is a conscious and voluntary act aimed at understanding, while hearing is unconscious and does not require a response.