Listening Vs Hearing
Don't you just love the expression "I hear you"?
In my view, it's often used in conversations where the listener has already made up his/her mind, but knows that it will be easier if you think you have been given their full attention!
On the other side, though, there are people who believe that just because they express an opinion or an idea, not actioning it, means they have not been heard.
Another of those really difficult situations to manage.