28 aug 02 msl102_06 - active listening active listening
TRANSCRIPT
28 Aug 02 MSL102_06 - Active Listening
Active Listening
Overview of Presentation
What is active listening?
Why do we practice it?
How do we practice it?
What is active listening?
Active listening involves:
communicating verbally and nonverbally
practicing “uninterrupted” listening
restating the message
observing the sender’s nonverbal signals
Why practice active listening?
Helps us understand others better
Show others we respect them
Allows us to receive accurate messages
Enables us to respond appropriately
How to practice active listening
Physical environment
Attending posture: SOLER
Listening skills
Questioning skills
Physical environment
Ensure privacy
Minimize interruptions
Eliminate barriers
Attending posture
Nonverbal skill = SOLER S= squarely face person O= use open posture L= lean toward the person E= use eye contact R= relax, keep it natural
Listening skills
Reflective statements get at the real meaning
Nonverbal and verbal cues often conflict! Recognize nonverbal posture: It’s the
real thing!
bored closedoverwhelmed
Questions skills
Ask questions…not too many
Avoid “why” questions
Ask open-end questions
Active Listening