Really listen; not to answer or fix, but to understand. Stephen Covey already wrote about it in 1989 in his book 'The 7 Habits of highly effective people'. The fifth habit is: First to understand, then to be understood. This is a visual representation of the five levels of listening described by Covey.
5 Levels of Listening - Stephen Covey - download link
7016 x 4961 px | 300dpi | JPG