Identify the main and supporting points

caught by an e~otional phrase, the internal emotional response may .overpower the content of the message. Once again, the listener should be aware of the possible emotional responses and not let them distract from the message.
Again, it is important to review and be aware of the listening objective. Without the objective in mind, a manager may ~~se casual listening when factual listening is required, or factual listening when empathetic listening would be more effective. The person who can state in one sentence the specific goal and the type of listening involved is well aware of the listening objective.
The manager who is physically and psychologically prepared to listen could use some specific techniques to improve listening. Let us look at some of them that are appropriate for active and interactive listening. The first techniques reviewed are the only possibilities available for active listening.

Techniques for active listening
One uses active listening in situations where interaction with the speaker is difficult or impossible. ~or example, a person who is sitting in a large audience or listening to a recording cannot interact. Since asking questions is generally not possible in these situations, a listener usually needs to have'"' a clear and complete understanding of the message the first time around. An active listener should implement the following techniques.

Identify the main and supporting points
A message usually has one or two main points with supporting information in the form of examples, specific figures, or descriptions. One good clue to the main points