In order to hear what the other person wants to say, it is not enough to simply listen. Important information can be lost if the listener does not fully concentrate on the conversation partner and – where necessary – encourage him to continue talking. One method for shaping this communicative process effectively is “active listening”. It provides guidance that allows listeners to understand the concerns of the other party truly. “Active listening” is thus one of the most important communication tools for team workers and managers. “Active listening” shows participants how to achieve better results through concentration and verbal control techniques.