I often say that hearing is a function, and listening is a desire. I’m always encouraged when people tell me they are good listeners. Understanding what it takes to truly listen opens up people’s experiences with others.

Tom became a certified Parent and Child mediator 27 years ago, serving as a volunteer
mediator for the Center for Human Development. Tom has 14 years of experience as an Organizational Ombudsman for United Technologies Corporation. This role gave him
extensive experience in intercultural conflict management while he was covering the
Asia-Pacific and Australasia region. For the past 5 plus years he has taught a course
titled Conflict Resolution and Mediation at Holyoke Community College. Tom enjoys
the enthusiasm his students show for the subject.

This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at http://ted.com/tedx