LISTENING SKILLS

At first glance “listening’ implies a passive act of taking in the content of communication, but actually it involves a very acitve process of responding to total messages. It involves listening with your ears to the words; interpreting, and with your eyes to pick up body language.

1. Establish eve contact. Let them know you hear them
and understand.

2. Maintain a natural relaxed posture that indicates
your interest.

3. Use natural gestures that communicate intended messages.

4. Use verbal statements at appropriate time that do not
interrupt or change focus of topic.

5. Admit confusion and ask for clarification, repetition, or
illustration.

6. Ask for confirmation about the accuracy of your
perception of what was said.

Listener, Do You …

Keep this focus on the speaker

Look at the speaker

Nod and say “uh-huh”

Sit out silences rather than talking

Use questions to draw out speaker

Use perception checks

Respond to feelings of the speaker