• we all listen through filters but often we are unaware of them
• when someone is speaking, our own memories, attitudes, prejudices, physical environment, lack of interest, etc. all affect what we hear
• some of the time we are listening more to ourselves than to the other person
• effective communication requires us to control the conversation in our mind

Take a look at the diagram below.  What filters are, or have been, part of your usual listening process?