Shantal recently went to a communication workshop to improve her workplace performance. she learned that in effective communication she should resist forming an opinion until the speaker has finished, then attempt to empathize with the listener, and, finally, respond effectively to the speaker. she learned techniques regarding maintaining eye contact and sending back channel signals to show interest. this is known as listening.

Resisting from forming an opinion until the speaker has finished, empathizing with him or her, responding effectively to the speaker, are active listening, that is a process of assertive communication and responding.

Explanation:

The process of assertive communication integrates diverse techniques of listening and speaking, either in verbal or non verbal. In Shantal's case, she learned about active listening, in which you wait until the speaker has provided you all the information he wants, while you let him know with body language that you are listening to him or her by establishing eye contact among many other things. But the biggest factor here is empathy because the objective is to do your best to understand the other person and let him or her know that he or she is being understood. Active listening is very important to establish good channels of communication, proactive relationships and assertive behavior.

answer; you are making a normative argument and i am making a positive argument;