The Art of Listening

What is active listening?

Its a communication skill that involves both the
speaker and the receiver.
In active listening, the receiver tries to understand
what feelings, thoughts, & beliefs are being
communicated and accepts it as the persons own.
The listener feeds back only what they believe the
senders message meant - nothing more, nothing
less. It involves feedback and verification that the
receiver correctly understood the senders message.
The active listener avoids getting stuck in another
persons helpless feelings.

Why is it important to listen?

Failure to listen brings unfortunate
results!
Human beings want to express
themselves, to be heard.
Listening can de-escalate situations.

People can hear four times faster

than others can talk, which gives
a skilled listener time to sort
matters

What Interferes with Listening?

Sheer laziness and/or just not caring

Noise and or physical discomfort
Turing the speaker off and dwelling on the plethora of
internal distractions
Letting a remark of the speaker (with which we disagree)
develop a prejudice which clouds or puts a stop to any
further listening
Boredom - remember, we hear four times faster that we
speak
Developing your own rebuttal or listening mainly to find
an opening to state what you have to say (competitive or
combative listening)
Allowing personal characteristics of the speaker or his
poor delivery to prevent understanding

In active listening you will:

listen for the content of the message,

listen for the feelings of the speaker,
listen without making judgment,
respond to the feelings of the speakers,
note the speakers cues, both verbal and
nonverbal,
ask open-ended questions, and
reflect back to the speaker what you think
you are hearing.

Active Listening Techniques

Encouraging
Restating
Reflecting
Summarizing

Encouragement
The purpose is to convey interest and to
keep the person talking.
To do this dont agree or disagree. Use
noncommittal words in a positive tone of
voice.
I see uh-huh Thats interesting
What did you say then? What did he say
when you said that?
Be aware of your body language!

Restating
The purpose is to show that you are
listening and understanding.
To do this, restate the others basic ideas
using your own words.
If I understand you, you are saying In
other words, your decision is
Be aware of your body language!

Reflecting
The purpose is to show that you are
listening and understand what they are
feeling.
To do this restate the others basic feeling.
You feel that You were pretty
disturbed by this
Be aware of your body language!

Summarizing
The purpose is to pull important ideas, facts,
etc. together, to establish a basis for further
discussion and to review progress.
To do this restate, reflect and summarize
major ideas and feelings.
These seem to be the key ideas you have
expressed If I understand you, you feel
this way about the situation
Be aware of your body language!

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.