"Due to a general lack of awareness about the nature of listening, both speakers and listeners are using the same faulty assumptions. Speakers assume that the listener has heard what they said as they intended it. Listeners assume that they have interpreted accurately. In other words, both sides are sure they are right and are convinced that the communication was successfully transmitted. But if a problem arises out of a miscommunication, who is typically blamed for it?"

"I have noticed over the decades in my work with clients, from a variety of professions and cultures, that we all share something in common; if there is a miscommunication, most of us blame the listener for not listening correctly. I challenge that. . . ."