Using clips from TV Sitcoms, this presentation teaches Active Listening skills in a fun and fresh way

1. Active
ListeningCompiled by
Tracey
Gregory,RN

2. HEARING
VS
LISTENING

3. WHAT IS
ACTIVE
LISTENING?
1.Listen
2.Understand
3.Respond

4. Active
listening
is a
Learned
Skill

5. Barriers to Effective
Listening
External
Environmen
t
Speaker
Internal
Listener

6. • Environment
• The Speaker
• Language
• Emotion
• Expectation
External Barriers

7. • Personal
Experience
• Judging
• Attention
• Physical
• Emotion
Internal Barriers

8. Bad
Listeners

9. The purpose of active
and effective listening is to
better UNDERSTAND the
speaker, not necessarily to
AGREE with them

10. 1. Listening
2. Encouraging
3. Questioning
4. Reflecting
Steps of Active Listening

11. Listen to
the words
AND
the emotions
Step 1:Listening

12. The Importance of Tone and
Non Verbal Communication

13. Be
Like
Oprah
Step 2:Encouragement

14. • “I see”
• “Right”
• “Uh
huh”…
• “Okay”
• “Sure”
• “Yeah”
• “Yes”
• “Wow”
• “Really?”
Use varying voice intonations

15. Step 3:Question
Why?
* Shows Interest
* Keeps conversation going
* Allows Clarification

16. Closed
1) YES/NO
QUESTIONS
2)Simple answer
Types of Questions:Closed

17. Types of Questions:
Open-Ended/Probing
• Observation
• Meaning
• Affect
• Motive
• Action

18. • They can put speaker on
the defense
• May imply blame,
judgement
• Tends to shut down
conversation
Avoid “Why” questions

19. • Phrased to indicate
a preferred
response
• Indicates the
listener asking the
question isn’t
objective
Types of Questions: Leading

20. Step 3.Reflect the Words
• Reflect What Is Said
* Re-phrase the content of the concern
* Paraphrase the speaker to
acknowledge the story and capture
the content

21. Step 3:Reflect the Emotions
Feelings May
Need to be
Acknowledged
Before Effective
Problem
Solving

22. Problem
Solving
with
Active
Listening

23. Step 3:Reflecting/ Reframing
• Recognize underlying
needs
• Re-word the concerns
• Move from problem to
resolution

24. The
topic
doesn't
matter

25. The age
doesn't
matter

26. Sources
• http://www.scribd.com/doc/253573240/Active-Listening#scribd
• Active Listening Skills-Tools for Crisis Negotioation, FBI Academy,
Quantico,VA
• https://www.youtube.com/watch?v=vkSwXL3cGUg
• https://www.youtube.com/watch?v=aP55nA8fQ9I
• https://www.youtube.com/watch?v=hs5vkevwjb8
• https://www.youtube.com/watch?v=OvEci5Bjgd4&feature=player_
embedded