The pamphlet states that communication is a two-way complex process that may break down at a number of points. Most people, including police officers, are poor listeners. Research has shown that the listener's ability is related to experience, education, verbal proficiency, interest in the subject, and environment. Barriers to effective listening may include the prejudices or emotional involvement of the listener, distractions, emotionally laden words, lack of interest in the topic, or the listener's tendency to jump to conclusions. Police officers should try to avoid developing a preconceived notion of speakers or their messages, recognize the different ways in which different groups use English, and consciously retain the speaker's message for later use. They need to improve their listening skills by practicing planning, good social manners, isolation of main points in case of emergencies, flexibility, receptiveness, and body language. In addition, special attention should be given to particular audiences such as the elderly, juveniles, ethnic groups, and children. A summary of the Supreme Court decision on warrantless arrests in the home, a question and answer list, and one reference are included.