2. Private and Confidential 2
Assumption
• Just by seeing
• Based on past
Presumptions
• Based on
information
received
• But before
validating
Perception
• On perceiving
• Before and after
verifying
1
2
3
NOT LISTENING LEADS TO…
3. Private and Confidential 3
NOT LISTENING LEADS TO….
Filtering
Second
Guessing
Discounting
Relating
Rehearsing
Forecastin
g
Placating
4. Private and Confidential 4
Be Attentive
Ask Open
Ended
Questions
Ask Probing
Questions
Request
Clarification
Paraphrase
Be Attuned
and Reflect
Feelings
Summarize
ACTIVE LISTENING SKILLS
Active Listening Skills
5. Private and Confidential 5
EMPATHETIC LISTENING
Empathetic listening is a
structured listening and
questioning technique that
allows you to develop and
enhance relationships with a
stronger understanding of
what is being conveyed,
both intellectually and
emotionally
6. Private and Confidential 6
STEPS TO EMPATHETIC LISTENING
Be non-
judgemental
Undivided
attention
Listen to facts
and feelings
Show that you
listen carefully
Restate and
paraphrase
Follow up
1 2 3
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