Active listening is an important communication skill that involves fully focusing on the speaker and their message. It is more than just hearing - it requires making a conscious effort to understand the whole message and provide feedback. There are several key active listening skills, including paying full attention to the speaker, showing engagement through body language and gestures, asking questions to clarify points, deferring judgment until the speaker is finished, and responding respectfully. Mastering these skills can greatly improve communication and information retention.

1. Active Listening in
Communication
NZ Certificate in Horticulture - (Level 3)

2. Why we listen
• To obtain information
• To understand
• To learn
• For enjoyment
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3. Active listening, different from
‘hearing’
• Making a conscious effort to hear the whole
message being sent
• Paying close attention to the person speaking
• Signalling that you are paying attention
• A form of two way communication
• Greatly increases retention of information and clear
communication
• Essential in team work as you need to ensure you
are communicating clearly
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4. Active listening skills
1) Pay attention
Give your full attention to the speaker and their
message. Non-verbal communication also “speaks”
loudly.
• Look at the speaker directly
• Put aside distracting thoughts
• Avoid being distracted by things going on around
you
• “Listen” to the speakers body language
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5. Active listening skills
2) Show that you’re listening
Be aware of how your body language and gestures
can convey your attention and affect the speaker.
• Use small gestures like nodding
• Keep a pleasant facial expression
• Keep your body language open and inviting
• Encourage the speaker to continue with non-verbal
prompts e.g. uh huh, mhhmm
• Take short notes of the conversation if appropriate
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6. Active listening skills
3) Provide feedback
Personal views can distort what we hear. Providing
feedback and asking questions can help clarify what
has been said.
• Reflect what has been said back to the speaker
“What I’m hearing is…”
• Ask questions to clarify points.
“What do you mean when you say…”
• Summarise the speakers comments
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7. Active listening skills
4) Defer judgment
Interrupting is a waste of time. It can frustrate the
speaker and limit your understanding of the message.
• Allow the speaker to finish each point before
asking questions
• Don’t interrupt with counter arguments
• Don’t mentally prepare a rebuttal
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8. Active listening skills
5) Respond appropriately
It is important to be respectful, you gain nothing from
attacking or offending a speaker, even unintentionally.
• Be open and honest in your response
• Assert your opinions respectfully
• Treat the other person in a way that you think he or
she would want to be treated
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9. A simple way to try and
understand… SCORE
• S – Simplify and Specify
• Be clear and specific
• C – Clarify and Confirm
• If you’re not sure, ask!
• O – Organise and Outline
• Think carefully about how you’re presenting information
• R – Rephrase and Reframe
• Is there a different way to explain what you’re saying?
• E – Explain with Examples
• Examples help people understand what is happening
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10. END