Hearing and understanding are two very different approaches.

Active listening is hearing and taking the time to understand the meaning behind the client's words. Just because we hear the content of a message doesn't mean we fully grasp what the speaker is trying to convey.

Another aspect of active listening is paying attention to non-verbal cues like body language. If a client seems uncomfortable or uninterested in a property, take note. Something about the home may not fit their needs, even if they can’t put it into words.