Effective listening requires more than hearing the words transmitted. It demands that you find meaning and understanding in what is being said. After all, “meanings are not in words, but in people.”
Obviously, you can’t listen intelligently while you are talking, so be sensitive to your own “listen-versus-talk ratio.” Consider the use of the pregnant pause. This is a magical moment when you go mute. As soon as there’s a prolonged silence on the line—especially during a long-distance call—the other party may talk compulsively, either out of nervousness or from a need to get his money’s worth. Invariably, he will rephrase questions in a way that will give you valuable information.