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OPEN QUESTIONS
An open question explores a person's statement without requiring a simple "yes" or "no" answer. The basic difference between an open question and a closed question is what they provide the person being asked. When you are asked an open question it helps you think more about an issue. A closed question will not do that. It may force you to answer before you are ready, or require a "yes" or "no" answer that doesn't allow more thinking about the issue. Closed questions close the door on further thought, while open questions open the door. For example, the speaker might say, "I don't like my job." The listener might respond, "What about your job don't you like?" or, "Tell me more about your feelings regarding your job."
FEELING REFLECTION
Feeling reflection is a response in which you express a feeling or emotion you have experienced in reference to a particular statement. For example, the speaker might say, "I get sick of working so much overtime!" The listener might respond, "I hear you feeling angry and resentful at being asked to work so much overtime." Feeling reflections are perhaps the most difficult active listening responses to make. Not only do you actively listen to what is being said but also you actively listen for what is being felt. When you make a feeling reflection, you are reflecting back what you hear of another's feelings. It is similar to paraphrasing; however, you repeat what you heard them feeling instead of what you heard them saying. To understand what individuals are feeling, you must listen to their words, to their tone of voice, and watch their body signals. By observing all three you can begin to guess their feelings. Listen carefully so that you will be able to understand, comprehend and evaluate. Careful listening will require a conscious effort on your part. You must be aware of the verbal and nonverbal messages (reading between the lines). Be mentally and physically prepared to listen. Put other thoughts out of your mind. Your attention will be diverted from listening if you try to think of answers in advance. You can't hear if you do all the talking. Think about the topic in advance, if possible. Be prepared to listen. Listen with empathy. See the situation from the other's point of view. Try to put yourself in their shoes. Be courteous; don't interrupt. Take notes if you worry about forgetting a particular point. Avoid stereotyping individuals by making assumptions about how you expect them to act. This will bias your listening. Listen to how something is said. Be alert for what is left unsaid.
Make certain everyone involved gets an opportunity to voice their opinions. Don't let one person dominate the conversation. Face those you are talking with, lean slightly forward and make eye contact. Use your body to show your interest and concern.
* What cues of the other am I responding to? * How does his behavior affect my approach in this discussion? * How genuine am I feeling at this time? * How does what I say reflect genuineness to her? * How could I have made what I just said more empathetic? How did I demonstrate respect for the other? * How is my level of communication and vocabulary affecting the dialogue? * What different style of communication could I use to reach her better? * How attentive am I to him at this time? * How do I feel about her response? * How comfortable am I feeling at this time? * How are my values affecting what I am hearing at this time? * What is the level of my trust at this time? * How did that question further the discussion and show I was listening? * How mutually helpful is this conversation at this time? * How honest are my statements with her? * How comfortable am I in honestly labeling what I see going on with him? * What can I do to improve the feedback I am giving the other? * How well am I tuning into her feelings? * What responses can I use to demonstrate that I am "with" the other?
"Why doesn't anyone ever hear me? I am so anxious for them to give me a chance but they all seem busy and preoccupied. I don't think they really care about me anymore." "You are all a bunch of phonies. I can't stand your cold-hearted, pompous ideas of right and wrong. I'd rather be anywhere else than with you tonight!" "I get so embarrassed in that group. Everyone seems so together and with it. I'm afraid they would never accept me for who I am and the way I feel." "I get so uptight coming to this group every week. I am sure that someday my turn will come and I'll be so clammed up I'll never be able to say a word." "I am so afraid of letting my feelings out. If I ever let them out, I may never stop. I might go over the edge." "My dad and mom are so busy taking care of my little brother that I'm afraid to tell them about my problems. They seem insignificant compared to his problems." "Nobody really cares if we win or lose. They goof around and take nothing serious." "I am so untalented, ignorant and ugly that no one could possibly love me." "I wish that I had never been born. If I hadn't been born, maybe my family wouldn't have had such problems. Maybe Mom and Dad would have been happy and not divorced." "I want to thank you for making this the best day of my life. You are all so special and wonderful. I love you all."
From the time we rise in the morning until the time we go to bed at night we are in constant communication with the people around us. Simple greetings in the coffee shop, presentations at work and hugs given to family members are all examples of communication. To be an effective listener you must also understand how to communicate effectively.
COMMUNICATION STYLES
Understanding the way in which you communicate will help you become a more effective listener. There are four communication styles: assertive, aggressive, passive and passive-aggressive. As an assertive communicator, expressing yourself with confidence and without manipulation, you respect the rights of others and are likely to listen for ways in which you can solve problems. As an aggressive communicator, inducing guilt and using control tactics, you are likely to perceive the words of others as attacking and be on the defense. As a passive communicator you are less likely to listen for understanding or care about the conversation. A passive-aggressive style avoids verbal confrontation but seeks revenge through exploitation
RESPONSE MATCHING
Listen and look for indicators of passion, sorrow, excitement or fear and respond accordingly. For example, if your friend is excited about her new promotion at work, give an upbeat response with a smile instead of looking somber.
CLARIFICATION
Effective listening requires listening for meaning and asking for clarification when necessary. You can gain clarification through paraphrasing--putting into your own words what you thought was said and repeating your interpretation to the speaker. You may be able to include nonverbal cues and say something like, "I see that you are upset because you feel like your boss does not recognize your strengths." When asking questions be sure that your tone is neutral and let the speaker know that you are trying to gain more understanding. For example, asking, "What qualifications do you possess that make you the best candidate for the job?" is better than asking, "How can you even be qualified for a job like that?"
AVOID GENERALIZATIONS
A generalization is a broad statement that declares a relationship between one or more occurrences, people, places or events. Generalizations are usually based on bias or prejudice and should be avoided when communicating and listening to others. When speaking, do not use statements like, "You always," or "You never," because they place blame and evoke defensiveness in the listener. Listening effectively requires that you first minimize the influence of bias about the speaker or the subject matter.
NONVERBAL CUES
According to research by Dr. Laura Janusik, assistant professor of communications and fine arts at Rockhurst University, spoken words account for only 30 to 35 percent of the meaning of a message. The rest is transmitted through nonverbal communication that can only be detected through visual and auditory listening. Folded arms, a frown, widened eyes and fidgeting are all nonverbal cues that are just
as important as spoken language. An effective communicator often uses cues that match his message and an effective listener can draw on those cues if verbal messages are unclear or ambiguous.
TALKING
The ability to express your thoughts and feelings in a clear and concise manner is necessary for effective communication. Understanding your intended message will allow you to more easily portray it to someone else. Do not assume that the other person knows what you are thinking or understands your feelings. Take responsibility by using "I" sentences. For example, "I feel" rather than "you make me feel." Avoid the use of extreme terms such as "always" and "never."
LISTENING
Listening is often underrated in the art of communication. You can listen without actually hearing what is said. Active listening encourages effective communication. Providing a response with nods or verbal acknowledgment lets your wife know that you are listening. Clarifying what your husband has said, in your own words, ensures that you are hearing what he is trying to say. Asking questions regarding intent and meaning will allow you to better understand, while showing that you truly care about the intended message.
OBSERVING
Be aware of visual cues. If your son has his arms crossed and is facing away from you, he is likely uncomfortable with the conversation. Observing body language may allow you to adjust the situation, providing for increased communication potential. Would it be better to speak privately, or at a different time? Paying attention to these signals will increase your communication experience.
UNDERSTANDING
To be an effective communicator, you must be able to understand where the other person is coming from. Know that you might not share the same point of view. Keep an open mind and avoid judgment, criticism and disagreement. You may listen to your daughter's point of view while maintaining your own.
EVALUATING
To increase your effectiveness as a communicator, it is important to accurately assess your strengths and weaknesses. Answering some of these questions may be helpful if you are honest in your response.
Do you talk more than you listen? Do you interrupt during a conversation? Are you able to clearly state what it is that you are feeling? Do you give affirmation during a conversation? Does your mind wander if you don't find the topic interesting? Do you have your mind made up before the conversation begins? Do you make every conversation about you? If you are comfortable, ask someone close to you to give their opinion as well.
LISTENING
Listening effectively is important in communication. This means giving the speaker time to fully state what he wants to say. Nods and verbal acknowledgments indicate to the speaker that you are listening. After the speaker has finished, repeating what was said in your own words shows the speaker that you listened and provides a basis for your response.
BODY LANGUAGE
Body language can be important in effectively communicating. If you look bored or are constantly looking away or skyward while someone is speaking, you are giving visual clues that you are not listening to the speaker. Eye contact shows that you are engaged in the conversation.
SPEAKING
Speaking clearly and directly is important in communicating what you have to say. If you get at your point in a roundabout way, your message may get lost. Conversation should be made in non-defensive tones. After making your point, ask the listener to repeat your message to ensure it was understood correctly.
OPEN-ENDED QUESTIONS
Open-ended questions allow the person answering to give responses that are more fully detailed. For example, a question that elicits a simple "yes" or "no" response may make the other person feel constricted in responding and may give the impression that the topic of the conversation is being controlled too tightly.
SUMMARIZING
After a conversation, summarizing what was said helps ensure that the communication was effective. Each person can summarize the conversation as she heard it to ensure all parties understood the conversation correctly.
EMOTIONS
Communicating involves expressing emotions. It is important for the listener to understand that expressing such emotions as anger, frustration, fear and despair is an important part of the communication process. Emotions should be acknowledged. Further communication, such as asking open-ended questions, may help identify the issue that is at the root of the emotional response.
FOLLOW UP
If an issue is raised but not resolved during a conversation, a point can be made to follow up with another conversation. Communication is an ongoing process.