In this case study, Mark showed exceptional active listening skills. After entering into a new, hostile business scenario, he was able to turn his clients’ attitude around by using some very impressive active listening skills. He listened to their concerns, and he showed his intent to understand each concern by paraphrasing regularly. In doing this, he was able to turn a hostile work environment into a much more desirable one. These skills enable us to build strong business and personal relationships, as they help gain trust by demonstrating an actual interest in what the person is saying.