ABSTRACT
The listening context of a service environment is described and the specific listening challenges employees are likely to encounter are discussed. Career-specific cases are provided so that students can readily identify important listening outcomes and apply the specific skills they have practiced to this professional context. Cases in healthcare include Case 1. Just Do It, Case 2. Don’t Ask, Don’t Tell, Case 3. More than Enough, and Case 4. Easy Come, Easy Go. Additional scenarios for discussion and role play, If You Were There, are also provided.
