There are four positive steps to better listening which include:

All of the above

$$ stop talking

$$ be patient; defer disagreement

$$ listen for more than the facts

$$ avoid interrupting

$$ solicit clarification

$$ minimize gatekeepers

$$ counter$-$attitudinal advocacy

$$ take notes

$$ reinforce the customer with positive nonverbal and verbal cues

$$ solicit clarification

$$ minimize gatekeepers

$$ counter$-$attitudinal advocacy