The Goal With Listening Is to Create a Connection

The goal with listening is to, or one of the goals is to create a connection. Let's take somebody that you're probably not going to see again. So when I talk about the difference between hearing and listening, if the person that the barista is like, hello, my name is Tanya, and you start off with, hi, Venti Soy Chai, you're not actually listening. Even if it's part of an inauthentic script, they get the message that you are not interested in listening ... so they just want you to move along as well.