ABSTRACT
The coffee bar in the School of Education at Nottingham University used to employ a woman who was often seen to be involved in deep conversations with her customers. Almost unawares, the customers would find themselves talking more and more about their lives, sometimes going into intimate personal problems. Her skill was in paying close attention to what the other person was saying, demonstrating that she understood what life was like for this person and did not break in with her own issues. In effect, she was a good listener and was demonstrating the skills of an effective counsellor.
