Hi, Jane - thanks for your comments:)

Yes, I would definitely agree that Setting The Tone is the most often missed aspect of communication.  Not sure why, since we all clearly sense when the tone is off, but being proactive, while more difficult, is definitely a positive thing, in my opinion.

I had to smile at your very first sentence:).   I believe that almost all of us are born as inquisitive learning machines.  However, I also believe that our formal educational system and some of our societal expectations serve to stomp that curiosity right out of us.

Your comment about the importance of listening in all this is key.   Absolutely essential.

John