Great link on effective listening: http://sklatch.net/thoughtlets/listen.html .
Michael Webb writes about communication barriers AND the way to remove these obstacles.
Basically 8 barriers:
- knowing the answer
- trying to be helpfull
- treating discussion as competition
- trying to influence or impress
- reacting to red flag words
- believing in language
- mixing up the forest and the trees
- over-splitting or over-lumping