Cluster 5 - Active Listening

Active listening is the process by which an individual secures information from another individual or group. The “active” element involves taking steps to draw out details that might not otherwise be shared. Active listeners avoid interrupting at all costs, summarize and repeat back what they have heard, and observe body language to give them an extra level of understanding.
Active listening is a helpful skill for any worker to develop. It helps you truly understand what people are saying in conversations and meetings (and not just what you want to hear, or think you hear). During interviews, it can help you build rapport with your interviewer.
Active listening techniques include:
• Building trust and establishing rapport
• Demonstrating concern
• Paraphrasing to show understanding
• Nonverbal cues which show understanding such as nodding, eye contact, and leaning forward
• Brief verbal affirmations like “I see,” “I know,” “Sure,” “Thank you,” or “I understand”
• Asking open-ended questions
• Asking specific questions to seek clarification
• Waiting to disclose your opinion
• Disclosing similar experiences to show understanding
The following phrases demonstrate active listening

• Building Trust and Establishing Rapport: “Tell me what I can do to help.” “I was really impressed to read on your website how you donate five percent of each sale to charity.”
• Demonstrating Concern: “I am eager to help you; I know you are going through some tough challenges.” “I know how hard a corporate restructuring can be – how is staff morale at this point?”
• Paraphrasing: “So, you are saying that the uncertainty about who will be your new supervisor is creating stress for you.” “So, you think that we need to build up our social media marketing efforts.”
• Brief Verbal Affirmation: “I understand that you would like more frequent feedback about your performance.” “Thank you. I appreciate your time in speaking to me.”
• Asking Open-Ended Questions: “I can see that John's criticism was very upsetting to you. Which aspect of his critique was most disturbing?” “It’s clear that the current situation is intolerable for you. What changes would you like to see?”
• Asking Specific Questions: “How long do you expect your hiring process to last?” “What is your average rate of staff turnover?”
• Waiting to Disclose Your Opinion: “Tell me more about your proposal to reorganize the department.” “Can you please provide some history for me regarding your relationship with your former business partner?”
• Disclosing Similar Situations: “I was also very conflicted about returning to work after the birth of my son.” “I had the responsibility of terminating four of my personnel, due to downsizing, over the last two years. Even if it’s necessary, it never gets easier.”




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* 1. List 3 Ways that you can show someone that you are Active Listening during a conversation.

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* 3. ………………………………………………………….

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* 4. Student Details

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