ABSTRACT
This chapter discusses the role of interpreting messages within the listening process. It explores the importance of empathy to effective listening. The chapter examines the nature and characteristics of empathy and the three types of empathy, such as cognitive, behavioral, and perceived. It also explores the principles of nonverbal behaviour. Interpretation is key when people are concerned with the relationship aspect of their communication. It becomes a primary factor in empathic listening, where their ability to recognize and respond appropriately to emotional meanings is critical. Emotional intelligence is a term first proposed and defined by Salovey and Mayer as a "form of social intelligence that involves the ability to monitor one's own and others' feelings and emotions, to discriminate among them, and to use this information to guide one's thinking and action". People need to know about each specific aspect of nonverbal communication such as, facial expression, eye contact, body movement and posture, touch, appearance, and vocal characteristics.
