From the Book - Third edition.
pt. 1. The yearning to be understood
1. "Did you hear what I said?": why listening is so important
2. "Thanks for listening" : how listening shapes us and connects us to each other
3. "Why don't people listen?" : how communication breaks down
pt. 2. The real reasons people don't listen
the heart of listening : the struggle to suspend our own needs
5. "You hear only what you want to hear" : how hidden assumptions prejudice listening
6. "Why do you always overreact?!" : how emotionality makes us defensive
pt. 3. Getting through to each other
I'm listening" : how to let go of your own needs and listen
8. "I never knew you felt that way" : empathy begins with openness
9. "I can see this is really upsetting you" : how to defuse emotional reactivity
pt. 4. Listening in context
10. "It takes two to tango" : listening between intimate partners
11. "Nobody around here ever listens to me!" : how to listen and be heard within the family
12. "I knew you'd understand" : being able to hear friends and colleagues
13. "I'm not wasting my time talking to that person!" : how to listen to people it's impossible to agree with
