Active Listening

Question 1

What are external distractions?

Answer 1

involve people and environment around you

Question 2

What are internal distractions?

Answer 2

involve your thoughts and daydreams, difficult to control

Question 3

Mirroring Feelings-Reflective Response #1

Answer 3

a reflection of the feeling components of a speaker’s message rather than simply the content
If you deny feelings, alienate speaker.

Question 4

Reflective Responsive #2

Answer 4

feelings integral part of a person
acknowledging builds rapport and trust.
“you seem to be (feeling word)…..”

Question 5

what are two parts of active listening?

Answer 5

facts+ feelings

Question 6

Clarifying facts- paraphrasing (3 points)

Answer 6

1. reflection of content speaker said
2. verifies you understood speaker
3. Assures you are listening and speaker continues.
   “you seem to be saying…..”
   “I hear you say that…..”

Question 7

summarizing #1

Answer 7

expanded version of paraphrasing and mirroring
helps put thoughts together
lets person know you listen

Question 8

summarizing #2

Answer 8

check accuracy of perceptions

promotes understanding and move situation toward action

Question 9

How does empathy help a person to solve a program?

Answer 9

show acceptance and respect of person’s feelings

supportive without emotional responsive to create a level of understanding

Question 10

empathy #1

Answer 10

understand their feelings because you feel same emotion

understand their perspective and remember best for you may not be best for them

Question 11

empathy #2

Answer 11

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

Question 12

What are vocal non-listening skills?

Answer 12

making affirming noises is a sign you are listening

Question 13

Describe Body Language-what does SOLER mean?

Answer 13

s-sitting or standing squarely
o-open body posture
l-lean slight forward
e-eye contact
r-relaxed manner

Question 14

What are two other ways to show you are listening?

Answer 14

head nodding, facial expressions

Question 15

Name three parts of reflective listening.

Answer 15

empathetic, re-interpretative, reframing

Question 16

What is paraphrasing?

Answer 16

making a statement that repeats content of message in own words

Question 17

Name two ways it is useful.

Answer 17

lets people know you heard and to clarify

appropriate to acknowledge what is said, but not go deeper into situation

Question 18

What are understanding/reflective responses?

Answer 18

repeat message in own words and any unnamed feelings

pay attention to non-verbal communication (vocal and body language).

Question 19

What are re-interpretative responses?

Answer 19

focus on hidden or implied and not obvious

“reading between the lines” effective if tentative

Question 20

What is reframing?

Answer 20

takes negative comment and take it into positive form, and positive solution

Question 21

what is initial way to communicate?

Answer 21

receiver communicate and understanding

Question 22

What is the later in exchange?

Answer 22

sender expand, explore, or access accuracy of messge

Question 23

what are three early stages of responses?

Answer 23

understanding/reflective, pacifying, re-interpretative

Question 24

What are two middle stages?

Answer 24

probing and diverting

Question 25

what are two later stages?

Answer 25

confrontative and evaluative