Susan, An excellent piece.

Listening skills are critical in our business and personal lives.  In fact, I'd think listening is a core ability that determines the depth of relationship-building and, ultmately, life success.  As a natural talker and speaker in my industry, I continually remind myself to listen more in conversations and to my audiences.

I love your tips after your three steps.  I, too, nod in acknowledgement, wait for the pregnant pause, and often say "I understand."  These techniques focus on the other person and compel me to listen better.

Again, great job. Mike