Wednesday, February 24, 2010

Active Listening 3

Communicating that you are listening:

a. Non-verbal attending: eye contact
body language
use of silence

verbal attending: minimal encouragers

b. The art of questions

Open questions: how? what? could? would?

Closed questions: is? are? do? did?

Why questions: sometimes open, sometimes closed

c. Focus--be aware that the conversation may take on a variety
of focuses:

speaker focus topic focus
other(s) focus listener focus

d. Reflections:

reinforce and support the speaker
clarify the meaning of communications
reflect factual content
reflect feeling content
under-reflected vs. distorted reflections
leave reflections tentative

e. Summary:

recapitulation for easier remembering, better
understanding, showing relationship of main points:
beginning discussion (remembering where we left
off) summarizing in mid-discussion, drawing
together main points, ending a discussion, a sense
of what happened

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