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Active listening is a communication technique used in counselling, training and conflict resolution, which
requires the listener to feed back what they hear to the speaker, by way of re-stating or paraphrasing what they
have heard in their own words, to confirm what they have heard and moreover, to confirm the understanding of
both parties.
When interacting, people often "wait to speak" rather than listening attentively. They might also be distracted.
Active listening is a structured way of listening and responding to others, focusing attention on the "function" of
communicating objectively as opposed to focusing on "forms", passive expression or subjectivity.
There are many opinions on what "active listening" is. A search of the term reveals interpretations of the
"activity" as including "interpreting body language" or focusing on something other than or in addition to words.
Successful communication is the establishment of common ground between two peopleunderstanding.
Agreeing to disagree is common ground. Common ground can be false, i.e., a person says they feel a certain
way but they do not. Nevertheless it is common ground, once accepted as understood. Dialogue,
understanding and progress can only arise from that common ground. And that common ground cannot be
established without respect for the words as spoken by the speaker, for whatever reason.
Thus the essence of active listening is as simple as it is effective: paraphrasing the speakers words back to
them as a question. There is little room for assumption or interpretation. It is functional, mechanical and leaves
little doubt as to what is meant by what is said. "The process is successful if the person receiving the
information gives feedback which shows understanding for meaning. Suspending one's own frame of
reference, suspending judgment and avoiding other internal mental activities are important to fully attend to the
speaker.
Contents
[hide]
1 Primary elements
o 1.1 Comprehending
o 1.2 Retaining
o 1.3 Responding
2 Tactics
3 Use
8 See also
9 References
10 External links
Primary elements[edit]
There are three key elements of active listening: comprehending retaining responding .[citation needed]
Comprehending[edit]
Comprehension is "shared meaning between parties in a communication transaction". [1] This is the first step in
the listening process. The first challenge for the listener is accurately identifying speech sounds and
understanding and synthesizing these sounds as words.[citation needed] We are constantly bombarded with auditory
stimuli, so the listener has to select which of those stimuli are speech sounds and choose to pay attention to
the appropriate sounds (attending).[citation needed] The second challenge is being able to discern breaks between
discernible words, or speech segmentation.[1] This becomes significantly more difficult with an unfamiliar
language because the speech sounds blend together into a continuous jumble. Determining the context and
meanings of each word is essential to comprehending a sentence. [citation needed]
Retaining[edit]
This is the second step in the listening process. Memory is essential to the listening process because the
information we retain when involved in the listening process is how we create meaning from words. We depend
on our memory to fill in the blanks when we're listening. Because everyone has different memories, the speaker
and the listener may attach different meanings to the same statement. However, our memories are fallible and
we can't remember everything that we've ever listened to. There are many reasons why we forget some
information that we've received. The first is cramming. When you cram there is a lot of information entered into
your short term memory. Shortly after cramming, when you don't need the information anymore, it is purged
from your brain before it can be transferred into your long term memory.[2] The second reason is that you aren't
paying attention when you receive the information. Alternatively, when you receive the information you may not
attach importance to it, so it loses its meaning. A fourth reason is at the time the information was received you
lacked motivation to listen carefully to better remember it.[1] Using information immediately after receiving it
enhances information retention and lessens the forgetting curve (the rate at which we no longer retain
information in our memory).[3] Retention is lessened when we engage in mindless listening, where little effort is
made to listen to a speaker's message. Mindful listening is active listening.
Responding[edit]
Listening is an interaction between speaker and listener. It adds action to a normally passive process. The
speaker looks for verbal and nonverbal responses from the listener to if the message is being listened to.
Usually the response is nonverbal because if the response is verbal the speaker/listener roles are reversed so
the listener becomes the speaker and is no longer listening. Based on the response the speaker chooses to
either adjust or continue with his/her communication style.
Tactics[edit]
Active listening involves the listener observing the speaker's behavior and body language. Having the ability to
interpret a person's body language lets the listener develop a more accurate understanding of the speaker's
message.[4] When the listener does not respond to the speaker's nonverbal language, (s)he engages in a
content-only response which ignores the emotions that guide the message. [citation needed] Having heard, the listener
may then paraphrase the speaker's words. It is important to note that the listener is not necessarily agreeing
with the speakersimply stating what was said. In emotionally charged communications, the listener may listen
for feelings.[citation needed] Thus, rather than merely repeating what the speaker has said, the active listener will
describe the underlying emotion ("You seem to feel angry," or "You seem to feel frustrated, is that
because ... ?").[citation needed]
Individuals in conflict often contradict each other. This has the effect of denying the validity of the other person's
position.[citation needed] Ambushing occurs when one listens to someone else's argument for its weaknesses and
ignore its strengths.[1] The purpose is to attack the speakers position and support their own. [citation needed] This may
include a distortion of the speakers argument to gain a competitive advantage. Either party may
react defensively, and they may lash out or withdraw.[citation needed] On the other hand, if one finds that the other
party understands, an atmosphere of cooperation can be created. This increases the possibility
of collaborating and resolving the conflict.[citation needed]
In the book Leader Effectiveness Training, Thomas Gordon, who coined the term "active listening,"[5] states
"Active listening is certainly not complex. Listeners need only restate, in their own language, their impression of
the expression of the sender. ... Still, learning to do Active Listening well is a rather difficult task ..." [6]
Use[edit]
Active listening is used in a wide variety of situations, including public interest advocacy, community
organizing, tutoring,[7] medical workers talking to patients,[8] HIV counseling,[9]helping suicidal persons,
[10]
management,[11] counseling and journalistic settings. In groups it may aid in reaching consensus. It may also
be used in casual conversation or small talk to build understanding, though this can be interpreted as
condescending.
Active listening chart[citation needed]
A listener can use several degrees of active listening, each resulting in a different quality of communication.
The active listening chart below shows the three main degrees of listening: repeating, paraphrasing and
reflecting.[citation needed]
The proper use of active listening results in getting people to open up, avoiding misunderstandings, resolving
conflict, and building trust.[12] In a medical context, benefits may include increased patient satisfaction,
[8]
improved cross-cultural communication,[13] improved outcomes,[8] or decreasedlitigation.[14]
Active listening can be lifted by the active listening observation scale. [15]
All elements of communication, including listening, may be affected by barriers that can impede the flow of
conversation.[citation needed] Such barriers include distractions, trigger words, vocabulary, and limited attention span.
[16]
Listening barriers may be psychological (e.g. emotions) or physical (e.g. noise and visual distraction). Cultural
differences including speakers' accents, vocabulary, and misunderstandings due to cultural assumptions often
obstruct the listening process.[citation needed]
Frequently, the listener's personal interpretations, attitudes, biases, and prejudices lead to ineffective
communication.[citation needed]
Shift response[edit]
The first of these is the shift response which is the general tendency in a conversation to affix the attention to
you. There is competition between individuals for attention and a focus on self by shifting the topic; it is a me-
oriented technique.[citation needed] The listener shifts from a passive position, receiver, to an active role, sender.[citation
needed]
This is a type ofconversational narcissism; the tendency of listeners to turn the topic of conversations to
themselves without showing sustained interest in others listening.[17] With conversational narcissism there is a
tendency to overuse the shift response and under use the support response. [citation needed] A support response is
the opposite of a shift response; it is an attention giving method and a cooperative effort to focus the
conversational attention on the other person. Instead of being me-oriented like shift response, it is we-oriented.
[18]
It is the response most likely to be used by a competent communicator [1]
There are several misconceptions about listening. The first of these is listening and hearing are the same thing.
[citation needed]
Hearing is the physiological process of registering sound waves as they hit the eardrum. [citation
needed]
We have no control over what we hear. The sounds we hear have no meaning until we give them their
meaning in context.[citation needed] Listening on the other hand is an active process that constructs meaning from
both verbal and nonverbal messages.[1]
Appreciative listening
Four-sides model
Informational listening
Nonviolent Communication
Reflective listening
Workplace listening
References[edit]
skills used by health care workers in Zambia (abstract no. PD0743)". Int
(2007). "Supervisors' attitudes and skills for active listening with regard to
12. Jump up^ "Active Listening". Inspiration. White Dove Books. Retrieved 19
April 2012.
transcend culture". J Pract Nurs54 (2): 224; quiz 267. PMID 15460343.
14. Jump up^ Robertson K (2005). "Active listening: more than just paying
16. Jump up^ Reed, Warren H. (1985). Positive listening: learning to hear
what people are really saying. New York: F. Watts. ISBN 0-531-09583-5.
17. Jump up^ Derber, C. (1979). The pursuit of attention: Power and
18. Jump up^ Vangelisti, A.; Knapp, M.; Daly, J. (1990). "Conversational
19. Jump up^ Lama, Dalai. "Top 3 Barriers to Effective Listening". People
20. Jump up^ Franois Pachet The Future of Content is in Ourselves. The
21. Jump up^ Franois Pachet Active Listening: What is in the Air?.In
Application Company.
External links[edit]
Empathic listening skills How to listen so others feel heard, or listening first
aid (University of California). Download a one hour seminar on empathic
listening and attending skills.
Active Listening
Part of our: Listening Skills series.
Active listening involves listening with all senses. As well as giving full attention
to the speaker, it is important that the active listener is also seen to be listening
- otherwise the speaker may conclude that what they are talking about is
uninteresting to the listener.
Interest can be conveyed to the speaker by using both verbal and non-verbal
messages such as maintaining eye contact, nodding your head and smiling,
agreeing by saying Yes or simply Mmm hmm to encourage them to continue.
By providing this 'feedback' the person speaking will usually feel more at ease
and therefore communicate more easily, openly and honestly.
Active listening not only means focusing fully on the speaker but also actively showing
verbal and non-verbal signs of listening. Generally speakers want listeners to demonstrate active
listening by responding appropriately to what they are saying. Appropriate responses to listening
can be both verbal and non-verbal:
Smile
Small smiles can be used to show that the listener is paying attention to what is being said or as a
way of agreeing or being happy about the messages being received. Combined with nods of the
head, smiles can be powerful in affirming that messages are being listened to and understood.
Eye Contact
It is normal and usually encouraging for the listener to look at the speaker. Eye contact can however
be intimidating, especially for more shy speakers gauge how much eye contact is appropriate for
any given situation. Combine eye contact with smiles and other non-verbal messages to encourage
the speaker.
Posture
Posture can tell a lot about the sender and receiver in interpersonal interactions. The attentive
listener tends to lean slightly forward or sideways whilst sitting. Other signs of active listening may
include a slight slant of the head or resting the head on one hand.
Mirroring
Automatic reflection/mirroring of any facial expressions used by the speaker can be a sign of
attentive listening. These reflective expressions can help to show sympathy and empathy in more
emotional situations. Attempting to consciously mimic facial expressions (i.e. not automatic reflection
of expressions) can be a sign of inattention.
Distraction
The active listener will not be distracted and therefore will refrain from fidgeting, looking at a clock or
watch, doodling, playing with their hair or picking their fingernails.
Be aware that:
Positive Reinforcement
Remembering
The human mind is notoriously bad at remembering details, especially for any
length of time.
However, remembering a few key points, or even the name of the speaker, can help to reinforce that
the messages sent have been received and understood i.e. listening has been successful.
Remembering details, ideas and concepts from previous conversations proves that attention was
kept and is likely to encourage the speaker to continue. During longer exchanges it may be
appropriate to make very brief notes to act as a memory jog when questioning or clarifying later.
Questioning
The listener can demonstrate that they have been paying attention by asking relevant questions
and/or making statements that build or help to clarify what the speaker has said. By asking relevant
questions the listener also helps to reinforce that they have an interest in what the speaker has been
saying.
See our pages: Questioning and Types of Question for more information.
Reflection
Reflecting is closely repeating or paraphrasing what the speaker has said in order to show
comprehension. Reflection is a powerful skill that can reinforce the message of the speaker and
demonstrate understanding.
Clarification
Clarifying involves asking questions of the speaker to ensure that the correct message has been
received. Clarification usually involves the use of open questions which enables the speaker to
expand on certain points as necessary.
See our page on Clarification.
Summarisation
Repeating a summary of what has been said back to the speaker is a technique used by the listener
to repeat what has been said in their own words. Summarising involves taking the main points of the
received message and reiterating them in a logical and clear way, giving the speaker chance to
correct if necessary.
See Also:
Listening Skills | Ineffective Listening | Listening Misconceptions
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Answer:
However, the students seem to have problems with listening. Here are the most common problems
collected from the learners: the time they spend on studying themselves is too little to improve the
skill, the inappropriate strategies of learner would be a hindrance for their listening comprehension.
The problems are also caused from the listening material and physical settings. To acquire an
acceptable listening skill, students themselves should have much more exposure to variety of
listening. Simultaneously, they should learn the tips or strategies through each of their learning
themselves.
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Sources of difficulty by the listeners?
In: Uncategorized [Edit categories]
Answer:
Being preoccupied and not listening.
Being so interested in what you have to say that you listen mainly to find an opening to get
the floor.
Formulating and listening to your own rebuttal to what the speaker is saying.
Listening to your own personal beliefs about what is being said.
Evaluating and making judgments about the speaker or the message.
Not asking for clarification when you know that you do not understand.