Student Campus Employees - UMBC
Active Listening TechniquesSource: UMBC Training Centers, 2014Active Listening skills are an essential component of effective communication. This handout provides you with active listening techniques and communication enhancers and blockers that can help you improve your active listening skills.SIX ACTIVE LISTENING TECHNIQUESType of StatementPurposeTo Achieve PurposeExamplesListeningSeek first to understand, then to be understoodBe attentiveUse body language which signifies your listeningMirroringEncouragingTo convey interestTo Keep the person talkingDo not agree or disagreeUse noncommittal words and positive tone of voiceI seeUh-huhThat’s interestingRestatingTo show that you are listening ad to check understandingTo confirm factsUse your own words to restate speaker’s basic ideaList factsIf I understand, your idea is …In other words, …So these are the important items:Ask QuestionsTo better understand and clarify what you are hearingAsk questions that help you get more informationThe 5 W’s: Who What, When, Where, and WhyReflectingTo show that you are listening and to check understanding.To let others know you understand their feelings.Restate the speaker’s feelingsSo you feel that …It sounds as though you were pretty disturbed …SummarizingTo pull together important ideas, facts, etc.To establish a basis for further discussion.To review anize then restate, reflect, recall, major ideas and feelingsThese seem to be the key ideas so farTo sum up the way you feel, I’d say …There seems to be 3 key items to …Communication Blockers & EnhancersCOMMUNICATION BLOCKERSCOMMUNICATION ENHANCERSBlaming and attackingAsking for more information and problem solving togetherBeing distracted or using other body language that is non-attentiveMaking eye contact, leaning toward the other person, giving full attentionDismissing or making light of someone’s problemShowing empathy, validating the other person’s feelingsInterruptingStaying silent until the person is finished speakingLecturing/moralizingWithholding judgmentYes … but statementsYes … and statementsEffective Questioning SkillsThe ability to ask effective questions is a key skill for effective communication. OPEN QUESTIONSThese begin with “what, why, when, where, how and who.” They are an excellent way of opening up a topic of conversation. Tell me what happened …? How do you see the problem ...? PROBING QUESTIONSThese are questions that follow-up with a point made. What exactly do you mean by …?CLOSED/DIRECT QUESTIONSThese can be answered by ‘yes’ and ‘no’ or with short factual answers. Do you agree? Is that right?SUMMARIZING, REFLECTING, AND CLARIFYING QUESTIONSUsed to double check what the respondent has said. As I understand, we agreed… is that so? ................
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