ACTIVE LISTENING TECHNIQUES Flashcards
Implies perceiving sound
HEARING
Understand information with involvement from mind and body
LISTENING
Is a passive process
HEARING
Is a active process
LISTENING
Involves effortless activity
HEARING
Requires conscious efforts, concentration and interest
LISTENING
Listening Process
Hear - Attend - Understand - respond - Remember -
Occurs when sound waves hit the ear.
HEARING
involves no deciphering/interpretation.
HEARING
Is a prerequisite to listening.
HEARING
Filters heard messages, focus on some
ATTENDING
Can be heard or can be white noise
ATTENDING
Deliver feedback to the speaker
RESPONDING
Can be:
Verbal or nonverbal
Paraphrasing
Questions
RESPONDING
Recall information from memory
REMEMBERING
Builds relationships and trust
REMEMBERING
TYPES OF LISTENING
INFORMATIONAL
APPRECIATIVE
CRITICAL
EMPATHETIC
-Perceived information
-Requires no criticism or judgement
-Focuses on key points
INFORMATIONAL
-Listens for entertainment
-Does not involve analyzing
APPRECIATIVE
-Required understanding
-Looks for evidence
-Checks for logical reasoning
CRITICAL
-Focuses on the speaker’s emotion
-Allows the listener to see another point of view
-Checks for logical reasoning
EMPATHETIC
TYPES OF LISTENER
DETACHED
INVOLVED
ACTIVE
PASSIVE
-Avoid making eye contact
-Appears withdrawn
-Lacks enthusiasm
-Seems inattentive, disinterested or bored
DETACHED
-Provides some direct eye contact
-Has an alert posture
-Gives the speaker some attention
-Reflects on the message to a degree
INVOLVED
-May or may not make eye contact
-Fakes attention
-Uses little energy or effort
-Appears calm and laid back
PASSIVE
-Has an alert posture
-Uses direct eye contact
-Gives full attention
-Focuses on what is said
-Participates fully
ACTIVE
-Ability of paraphrasing information
-Not interrupting the speaker
-Not formulating a stance until speaker is finished speaking
ACTIVE LISTENING
WHY is Active Listening
Important?
-Build relationships
-creates new ways to -approach issues
-Diffuse emotional situations
-Avoids costly errors
ACTIVE
LISTERENS WILL:
-Increase productivity
-Improve work relationship
-Improve persuasive and negotiation skills
-Reduce conflict and misunderstanding
How to Become an
Active Listener
-pay attention
-Provide positive reinforcement
-Show you are listening
-Provide effective feedback
PAY ATTENTION
-Look directly at the speaker
-Be open-minded
-Avoid being distracted
-Focus on what the speaker is saying
Show you are Listening
-Paraphrase the speaker’s words
-Ask questions to clarify certain points
-What do you mean when you say ….
-Do not interrupt
Provide Positive Reinforement
-Use verbal and non-verbal acknowledgement
-Smile and use other facial expression
-Have an open and inviting posture
-Soften facial expression
