What TWO things do Francis and Carol agree to say about listening in groups? A Listening skills are often overlooked in bus

W: So, Francis, what did you think of the article on group work?
M: Oh hi, Carol... yeah it was pretty good... with helpful pieces of advice on how to make group work effective. I think we were lucky to be given such a straightforward text to present at the management skills seminar.
W: Yeah... actually shall we discuss it now... have you got time?
M: Sure... it’s only a ten-minute presentation, so we just need to explain and then give our views on the main points raised in the article.
W: I’ll jot down some notes... Right.
M: So, there are three main sections. I suggest we start with listening.
W: Yeah... effective listening in groups... because it’s not something that’s frequently covered on courses in our field...
M: No... and we should say that in the presentation.
W: Yeah... And also effective listening’s pretty simple, you know, I don’t think it’s hard to learn. Well... people think it’s easy, but in my experience, most of us tend to be very lazy listeners. OK—I wouldn’t argue with that.
M: Something I do think we should emphasise is the power of the listener’s posture, gestures, etc. in making speakers feel respected.
W: ... not that you’re just waiting for them to finish, before jumping in with your own ideas...
M: Ah ha.
W: Right... the next section is on goal setting —let’s make sure we’re clear what the article says on this.
M: Yeah—well, firstly it says that all group members must be given time to explain their own goals.
W: ... that’s it, yeah.
M: ... and then did it say that the whole group should agree on common goals?
W: That’s a bit too strong. It’s more that everyone’s agendas should be equally acceptable... but it does say that goals have to be realistic, you know... achievable within a particular time?
M: You’ve got it. That’s really what the article’s saying. There isn’t really any point in having‘ideals’ if group members know they won’t come to anything within a reasonable period...
W: So... I think a summary covering those points will be enough for that part of the presentation, don’t you?
M: Yep... Now the last section is about conflict resolution.
W: Actually, I thought it was the worst part of the article.
M: Me too.
W: I don’t think it went into sufficient detail on the issue.
M: Actually I thought it devoted too much space to it but that it was all rather boring, you know.
W: It didn’t mention some of the more radical theories... absolutely. I found that really irritating.
M: Right... and also I think it could have said more about conflict sometimes being healthy in groups...
W: Absolutely... it just mentioned rather glibly about how we should avoid thinking of winners and losers and that quick resolution of conflict is always desirable.