Trust is crucial if we're to deal with difficult people and resolve conflicts. And trust is only created when we feel heard and validated. So to build trust requires us to really understand where the other person is coming from – their agenda and the values behind their agenda. To do this we need to employ one of the most powerful and yet underrated of skills — the ability to truly listen. "But I'm a great listener", a lot of people say! These people invariably half-listen - rarely applying Level 5 listening. To show you the 5 levels of listening, this video lesson contains a listening skills demonstration — a dialogue between the tutor and a colleague.