Active Listening Flashcards
What are external distractions?
involve people and environment around you
What are internal distractions?
involve your thoughts and daydreams, difficult to control
Mirroring Feelings-Reflective Response #1
a reflection of the feeling components of a speaker’s message rather than simply the content
If you deny feelings, alienate speaker.
Reflective Responsive #2
feelings integral part of a person
acknowledging builds rapport and trust.
“you seem to be (feeling word)…..”
what are two parts of active listening?
facts+ feelings
Clarifying facts- paraphrasing (3 points)
- reflection of content speaker said
- verifies you understood speaker
- Assures you are listening and speaker continues.
“you seem to be saying…..”
“I hear you say that…..”
summarizing #1
expanded version of paraphrasing and mirroring
helps put thoughts together
lets person know you listen
summarizing #2
check accuracy of perceptions
promotes understanding and move situation toward action
How does empathy help a person to solve a program?
show acceptance and respect of person’s feelings
supportive without emotional responsive to create a level of understanding
empathy #1
understand their feelings because you feel same emotion
understand their perspective and remember best for you may not be best for them
empathy #2
you are in control and able to help people solve problems
remember empathy is accepting other people’s feelings and putting yourself in their place
What are vocal non-listening skills?
making affirming noises is a sign you are listening
Describe Body Language-what does SOLER mean?
s-sitting or standing squarely o-open body posture l-lean slight forward e-eye contact r-relaxed manner
What are two other ways to show you are listening?
head nodding, facial expressions
Name three parts of reflective listening.
empathetic, re-interpretative, reframing
What is paraphrasing?
making a statement that repeats content of message in own words
Name two ways it is useful.
lets people know you heard and to clarify
appropriate to acknowledge what is said, but not go deeper into situation
What are understanding/reflective responses?
repeat message in own words and any unnamed feelings
pay attention to non-verbal communication (vocal and body language).
What are re-interpretative responses?
focus on hidden or implied and not obvious
“reading between the lines” effective if tentative
What is reframing?
takes negative comment and take it into positive form, and positive solution
what is initial way to communicate?
receiver communicate and understanding
What is the later in exchange?
sender expand, explore, or access accuracy of messge
what are three early stages of responses?
understanding/reflective, pacifying, re-interpretative
What are two middle stages?
probing and diverting
