1. Do you see any indicators of hindrances to listening in either Dr. Zhug or Ms. Ryder? Is there any reason to think either person is prejudging or preoccupied, for instance?

2. Do you notice any forms of non-listening in this conversation? Is either person listening selectively, monopolizing, listening literally or defensively, etc?

3. Based on what you know about effective listening (and other communication principles you've learned in previous chapters), what feedback would you give Dr. Zhug so that he can communicate more effectively with patients?