1. WHY USE REFLECTIVE LISTENING SKILLS

BECAUSE THERE ARE SIX PECULLIARITIES OF HUMAN COMMUNICATION

TO CLARIFY THE MEANING/UNDERSTANDING OF THE

MESSAGE

BECAUSE WORDS ALONE ARE IMPRECISE

TO DECODE THE MESSAGE

OUR OWN FILTERS DISTORT REALITY

OUR VIEW OF SELF CAN BE DISTORTRED

TO CHECK ACCURACY BY MIRRORING FEELINGS

SPEAKER BLINDED BY EMOTIONS OR UNAWARE OF

THEM

2. HOW TO USE REFLECTIVE LISTENING SKILLS

BE SINCERE

BE CURIOUS

BE PATIENT

PATH TO ACTION

3. WHEN TO USE REFLECTIVE LISTENING SKILLS

BEFORE ACTING BEFORE CRITICIZING STRONG EMOTIONS

SPEAKING IN CODE SORTING OUT

DIRECT MUTUAL CONVERSATION

4. WHEN NOT TO USE REFLECTIVE LISTENING SKILLS

WHEN YOU DON’T FEEL ACCEPTINGWHEN YOU DON’T TRUST THE SPEAKER TO FIND THEIR OWN SOLUTIONWHEN YOU ARE TOO CLOSE TO THE ISSUEWHEN YOU ARE REALLY TRYING TO SHIELD YOURSELFWHEN YOU ARE FEELING PRESSURED,HASSLED OR DEPLETED

5. GUIDELINES FOR IMPROVEMENT OF REFLECTIVE LISTENING SKILLS

REFELCT IMPLICIT FEELING BY QUESTIONS ACCEPT INCONCLUSIVE CONVERSATION SHORT INTERACTIONS ARE OKAY AKE COMMENTS CONCRETE & RELEVANT FIRM BUT NON-DOGMATIC RESPONSE REFLECT AVAILABLE RESOURCES VARY RESPONSES VOCALIZE EMPATHY CHOOSE ACCURATE WORD(S)

SEE/HEAR.. TELL A STORY… FEEL…ACT!