This document is one of a series of student workbooks developed for workplace skill development courses or workshops by Mercer County Community College (New Jersey) and its partners. Designed to help employees empathize with others' points of view, the course is intended to teach employees to listen effectively, ask the right questions, and give and receive constructive feedback. The materials include the following information sheets: handling problems and conflicts (rating sheet), benefits of effective listening, active listening, active listening worksheet, developing good listening habits, effective listening techniques, using effective listening techniques, ten commandments for good listening, handling questions, and feedback (introduction, questionnaire, principles, do's and don'ts, and action plan for giving and getting feedback). (KC)