Most of us hear, but we don't listen. We argue, we defend, but we don't listen.
Listening means waiting that extra moment and recognizing that the other person may have their own way of doing things, and that if we were that person and came from the same circumstances they come from, we would probably think just as they do. Understanding this is the true nature of listening.
Our job is not to judge another's actions; our job is to listen beyond words.