Active listening skills – Flashcards
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What is active listening?
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A communication technique that requires the listener to understand, interpret, recount and evaluate what they hear. It is a structured way of listening and responding to others, focusing the attention on the speaker.
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Three primary elements that comprise active listening:
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Comprehending
Retaining
Responding
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Comprehending
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Understanding what the person is saying
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Responding
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Speaker will look for verbal and nonverbal responses to determine if they are being listened to. Use minimal encouragers (yes, uh huh, nod, etc.)
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Tactics to active listening
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Body language
Paraphrase the speakers words
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Body language
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Body posture
Gestures
Facial expressions
Eye movements
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Paraphrase
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-Listen for emotional meaning
- Respond with underlaying emotion- "you seem
frustrated"
- Repeat- Use speakers own words or paraphrase
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Barriers to active listening:
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-Distractions- Physical or emotional
- Trigger words
- Vocabulary
- Limited attention span
- Listeners personal interpretations, attitudes, biases
- Interrupting
- Shifting response
- Cultural and personal differences
