Find key information in the article and complete the statements

Research shows that _______ is the most effective form of therapy.

• offering support

• questioning

• reflecting back

_______ is not a new idea – Covey wrote about it in 1989. Daniel Goleman also featured it as a leadership component.

• Asking questions

• Emotional intelligence

• Empathetic listening

The majority of undergraduate business programmes focus on oral presentation, and only just over _______ include listening.

• a tenth

• two tenths

• three-quarters

Listening isn’t enough – you need to believe that you will _______ by listening.

• convince others

• gain insights

• make decisions

Asking your employees interested questions doesn’t necessarily mean you will _______ your findings.

• implement

• share

• trust

When reflecting back and asking for more information, it is important not only to acknowledge what people have said but how they _______.

• communicate

• feel

• said it

By knowing that you have considered their points of view, those who disagree with you are more likely to _______.

• avert disaster

• change their minds

• cooperate

A culture of voicing can save an organisation from _______.

• change

• disagreement

• opinions