Active Listening


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  • Active Listening

    1. 1. The Art of Listening
    2. 2. What is active listening? <ul><li>It’s a communication skill that involves both the speaker and the receiver. </li></ul><ul><li>In active listening, the receiver tries to understand what feelings, thoughts, & beliefs are being communicated and accepts it as the person’s own. </li></ul><ul><li>The listener feeds back only what they believe the sender’s message meant - nothing more, nothing less. It involves feedback and verification that the receiver correctly understood the senders message. </li></ul><ul><li>The active listener avoids getting stuck in another person’s “helpless” feelings. </li></ul>
    3. 3. Why is it important to listen? <ul><li>Failure to listen brings unfortunate results! </li></ul><ul><li>Human beings want to express themselves, to be heard. </li></ul><ul><li>Listening can de-escalate situations. </li></ul>
    4. 4. People can hear four times faster than others can talk, which gives a skilled listener time to sort matters
    5. 5. What Interferes with Listening? <ul><li>Sheer laziness and/or just not caring </li></ul><ul><li>Noise and or physical discomfort </li></ul><ul><li>Turing the speaker off and dwelling on the plethora of internal distractions </li></ul><ul><li>Letting a remark of the speaker (with which we disagree) develop a prejudice which clouds or puts a stop to any further listening </li></ul><ul><li>Boredom - remember, we hear four times faster that we speak </li></ul><ul><li>Developing your own rebuttal or listening mainly to find an opening to state what you have to say (competitive or combative listening) </li></ul><ul><li>Allowing personal characteristics of the speaker or his poor delivery to prevent understanding </li></ul>
    6. 6. “We were given two ears but only one mouth. This is because God knew that listening was twice as hard as talking.” unknown
    7. 7. In active listening you will: <ul><li>listen for the content of the message, </li></ul><ul><li>listen for the feelings of the speaker, </li></ul><ul><li>listen without making judgment, </li></ul><ul><li>respond to the feelings of the speakers, </li></ul><ul><li>note the speakers cues, both verbal and nonverbal, </li></ul><ul><li>ask open-ended questions, and </li></ul><ul><li>reflect back to the speaker what you think you are hearing. </li></ul>
    8. 8. Active Listening Techniques <ul><li>Encouraging </li></ul><ul><li>Restating </li></ul><ul><li>Reflecting </li></ul><ul><li>Summarizing </li></ul>
    9. 9. Encouragement <ul><li>The purpose is to convey interest and to keep the person talking. </li></ul><ul><li>To do this don’t agree or disagree. Use noncommittal words in a positive tone of voice. </li></ul><ul><li>“I see…” “uh-huh…” “That’s interesting” “What did you say then?” “What did he say when you said that?” </li></ul><ul><li>Be aware of your body language! </li></ul>
    10. 10. Restating <ul><li>The purpose is to show that you are listening and understanding. </li></ul><ul><li>To do this, restate the other’s basic ideas using your own words. </li></ul><ul><li>“If I understand you, you are saying…” “In other words, your decision is…” </li></ul><ul><li>Be aware of your body language! </li></ul>
    11. 11. Reflecting <ul><li>The purpose is to show that you are listening and understand what they are feeling. </li></ul><ul><li>To do this restate the other’s basic feeling. </li></ul><ul><li>“You feel that…” “You were pretty disturbed by this…” </li></ul><ul><li>Be aware of your body language! </li></ul>
    12. 12. Summarizing <ul><li>The purpose is to pull important ideas, facts, etc. together, to establish a basis for further discussion and to review progress. </li></ul><ul><li>To do this restate, reflect and summarize major ideas and feelings. </li></ul><ul><li>“These seem to be the key ideas you have expressed…” “If I understand you, you feel this way about the situation…” </li></ul><ul><li>Be aware of your body language! </li></ul>
    13. 13. When the Emotion is Directed at YOU…. <ul><li>Hearing the speaker out diffuses the emotion </li></ul>
    14. 14. If you really want to listen, you will act like a good listener. Good listeners are like good catchers because they give their speakers a target and then move that target to capture the information that is being sent.