There are several obstructions to listening effectively. Some of these are only paying attention enough to understand the basics of the exchange, and making assumptions rather than actually listening. Overcoming these obstructions can mean challenging your perception of what the speaker is trying to communicate. It is important to remove those obstructions if at all possible.
Once those barriers are removed, it is very important to actively listen by taking notes, paying attention and/or interpreting the message the speaker is trying to get across. To ensure both parties understand, sometimes you will have to help give feedback by giving customers feedback on what they say, and then requesting feedback from them to make sure you are understood.
Should the situation arise where you are sure the speaker realizes that you understand, show to them that you are listening and paying attention. It is important that the speaker feels as though he is being listened to. If the speaker is passionate or upset about a certain issue, show empathy so that he realizes you're on the same page.
Listening to people can help to determine who they are and what they want or need by their tone of voice and words used. Listen for clues about their tone, attitude and emotional needs. While it would be very difficult to express empathy in situations where the problem can't be solved, sometimes acknowledging the issues means avoiding complications. Assessing the needs and behavior of the speaker is not the same thing as casting judgment on them.
