Types of Responses for Active Listening

Question 1

When is it appropriate for understanding or reflective response?

Answer 1

early stages

communicate interest, acceptance, and understanding

Question 2

When is it inappropriate for understanding or reflective response?

Answer 2

used frequently and sender thinks they are not heard

Question 3

what are helpful hints for understanding/reflective response?

Answer 3

avoid formula phrases, You feel that… I heard you say that…
respond to expressed feeling, personal, empathy, and acceptance
avoid agreeing or disagreeing

Question 4

What is pacifying response?

Answer 4

assures sender that everything is right
reduce intensity of sender’s emotions
calm sender down before continuing dialogue

Question 5

pacifying response appropriate when….

Answer 5

used early to remove blocks to communication (anxieties, fears)
later, encourage deeper communication

Question 6

pacifying response inappropriate when….

Answer 6

feel a certain way and discuss feelings

sender guilty or defensive

Question 7

helpful hints of pacifying response.

Answer 7

do not defuse feelings needed to get message out

Question 8

define re-interpretative response

Answer 8

discover hidden meaning or course behind message

receiver hints at unspoken words

Question 9

re-interpretative response appropriate when…

Answer 9

clarify message for sender or receiver when sender is heard
later used for understanding and communication
sender aware of implications of message

Question 10

re-interpretative response inappropriate when….

Answer 10

used too early in exchange and psychoanalyze sender

Question 11

Probing response definition.

Answer 11

asks questions about sender or topic chosen by listener

Question 12

probing response appropriate when…

Answer 12

used later in conversation and obtain information needed by listener
listener introduces another topic for clearer communication

Question 13

probing response inappropriate when…

Answer 13

sender force to justify feeling or idea, and escape from discussion
listener directs conversation

Question 14

diverting response definition.

Answer 14

changes focus or subject of conversation from sender’s problem to receiver

Question 15

diverting responsive response appropriate when…

Answer 15

encourage further sharing of similar experience

compare situation for understanding or feelings of acceptance

Question 16

diverting responsive response inappropriate when…

Answer 16

sender’s topic not worthwhile or listener’s experience important
feelings of competitiveness and “one-upmanship”

Question 17

confrontative response definition

Answer 17

sender clarify message, inconsistencies in what is said, between words and actions

Question 18

confrontative response appropriate when…

Answer 18

pointing out what sender is avoiding

Question 19

confrontative response inappropriate when…

Answer 19

an attack, argumentative

produces defensive and competitiveness

Question 20

evaluative response definition.

Answer 20

most frequently used
judgement, approval or disapproval, advice
discourage further explanation

Question 21

evaluative response appropriate when…

Answer 21

topic explored, specific advice asked.
listener is okay to give advice, direction, position, or expertise
personal feelings or opinions requested
listeners standard to compare

Question 22

evaluative response inappropriate when….

Answer 22

sender defensive, justify and control topic discussed