Do you listen with "The third ear, the heart"?

Stephen R. Covey in his book, Spiritual Roots of Human Relations (1975) discusses the importance of listening to others with "the third ear, the heart". On page 107 he writes: "A person needs to express himself freely and fully, without fear of ridicule or embarrassment or censure. He will likely then become open to influence and to reasoning. You may think you understand, and in fact even without listening you might actually understand what is going on, but the other person may not feel understood until he has expressed himself. To him, his problem is unique. It's different. And you just can't simply categorize and generalize."