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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