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Home : Educational
Topics : Active Listening
Active Listening
Skills of an Active Listener
- Attending
behavior (leaned forward, eye contact, nods head appropriately,
etc.)
- Open
invitation to talk
- Reflection
of feeling
- Paraphrasing
(so what I hear you saying is_______)
- Learning
others attitudes towards specific issues
- Expressions
of feeling
- Sharing
behavior
- Direct,
mutual communication
Do/Don’ts of Active
Listening
| Do |
Don’t |
| Use good body language |
Give advice |
| Ask reflective questions |
Judge |
| Ask open questions |
Sympathize (can snowball) |
| Empathize |
Criticize |
| Use silence |
Worry about what to say next |
| Offer options (more than
one) |
Doodle |
Practice Active Listening if
you can – Find 3 people
Talker should talk for at least 5
minutes. Observer should complete a feed back form (see below). Team
should discuss afterwards.
Observer’s Feedback and Discussion Sheet for
Listener
Rate the listener you observed.
Discuss with the listener what he/she did well and where they might
have had a opportunity to do better.
| Feedback |
Excellent |
Very Good |
Good |
Fair |
Did not Observe |
| The listener paraphrased
content using reflective questions |
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| The listener paraphrased
feelings using reflective questions |
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| The listener looked like
he/she was truly listening |
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| The listener asked open
questions |
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| The listener used silence
effectively |
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| The listener helped the
problem presenter feel at ease |
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| The listener asked for
clarification |
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| What
did the listener do best and why?
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