1. BY: DANNY O KEEFFE
Introduction
RECEIVING MESSAGES

2. Listening
 Requires concentration and energy
 Involves a psychological connection with the speaker
 Includes a desire and willingness to try and see things from
another's perspective
 Requires that we suspend judgment and evaluation
Key Listening Skills:
Nonverbal:
 Giving full physical attention to the speaker;
 Being aware of the speaker's nonverbal messages;
Verbal:
 Paying attention to the words and feelings that are being expressed;

3. Giving Full Physical Attention To The Speaker
 Leaning gently towards the speaker;
 Facing the other person squarely;
 Maintaining an open posture with arms and legs uncrossed;
 Maintaining an appropriate distance between yourself and the speaker;
Being Aware of the Speaker's Nonverbal Messages
Paying Attention to the Words and Feelings

4. Reflective Listening Skills
1. Paraphrasing - a brief statement reflecting the content of the speaker's
message.
2. Reflecting Feeling - a statement, in a way that conveys understanding, of
the feeling that the listener has heard.
3. Summarizing - a statement of the main ideas and feelings to show
understanding.
Additional Verbal Communication Tools
4. Questioning - asking open questions to gain information, encourage the
speaker to tell his/her story, and gain clarification.