Active Listening Techniques

for Effective Communication

Presented by
Suzanne Ness
LISTENING IS …
How we gain information

How we make connections

How we guide calls

How we gain understanding

 OBJECTIVES
We have 2 ears 4 steps to active listening
and 1 mouth so we
may listen more Actions that encourage active listening

and talk less. Eliminate personal distractions

 4 Key Aspects to
Being aware of Removing Asking probing
Making it interactive
nonverbal cues distractions questions

1 2 3 4
ACTIVE LISTENING
Commit to listen.
DISTRACTIONS Internal
Your own personal thoughts

Prior interactions and influences

Managing multiple tasks

Focusing on your own response

Biological distractions
DISTRACTIONS External
Technical devices

Open workplace layouts

Lighting and ergonomics

Music

Papers and projects

Temperature
 1 2 3 4
Remove distractions Ask questions
Have open
body language
Check for clarity

4 STEPS
TO ACTIVE
LISTENING
ACTIONS That Encourage
Active Listening
Speaker AGREEMENT Listener
ACTIONS That Encourage
Active Listening

1.
Remove as
many distractions
as possible
ACTIONS That Encourage
Active Listening

2.
Concentrate on
what the speaker
is saying instead
of thinking ahead
ACTIONS That Encourage
Active Listening

3.
Take notes
ACTIONS That Encourage
Active Listening

4.
Pause to organize
your thoughts and
consider how you
will respond
ACTIONS That Encourage
Active Listening

5.
Listen for the
unspoken as well
as the spoken
ACTIONS That Encourage
Active Listening

6.
Stay away from
mentally arguing
ACTIONS That Encourage
Active Listening

7.
Control your
hot buttons
INTERACTIVE
Listening
Reciprocal
INTERACTIVE
Listening
Acknowledgement Clarifying Checking for accuracy
 How would
you like me to
listen to this?

EMPATHY Get comfortable with silence.

 6 KEYS
TO BETTER LISTENING
1
Tune in to the speaker

2
Ask for an overview statement

3
Take notes
 6 KEYS
TO BETTER LISTENING
4
Weigh the totality of the message

5
Paraphrase the message

6
Consider what was said
BODY LANGUAGE
=Truth
YOUR
Nonverbal Communication
Silence

Congruence
 1. Emotion

2. Unfiltered

3. Driven by environment

NONVERBAL COMMUNICATION
APPROVAL DISAPPROVAL
SUBMISSION DOMINANCE
APPROVAL DISAPPROVAL
Take a deep breath.
Did the person feel you

HEARD them?
CONSIDER:
Counting to 10 before responding

Assessing your body language

Eliminating distractions

Creating an action plan

Someone coming to you is an honor