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28 Aug 02 MSL102_06 - Active Listening Active Listening

28 Aug 02 MSL102_06 - Active Listening Active Listening

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Page 1: 28 Aug 02 MSL102_06 - Active Listening Active Listening

28 Aug 02 MSL102_06 - Active Listening

Active Listening

Page 2: 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?

Page 3: 28 Aug 02 MSL102_06 - Active Listening Active Listening

What is active listening?

Active listening involves:

communicating verbally and nonverbally

practicing “uninterrupted” listening

restating the message

observing the sender’s nonverbal signals

Page 4: 28 Aug 02 MSL102_06 - Active Listening Active Listening

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

Page 5: 28 Aug 02 MSL102_06 - Active Listening Active Listening

How to practice active listening

Physical environment

Attending posture: SOLER

Listening skills

Questioning skills

Page 6: 28 Aug 02 MSL102_06 - Active Listening Active Listening

Physical environment

Ensure privacy

Minimize interruptions

Eliminate barriers

Page 7: 28 Aug 02 MSL102_06 - Active Listening Active Listening

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

Page 8: 28 Aug 02 MSL102_06 - Active Listening Active Listening

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

Page 9: 28 Aug 02 MSL102_06 - Active Listening Active Listening

Questions skills

Ask questions…not too many

Avoid “why” questions

Ask open-end questions

Page 10: 28 Aug 02 MSL102_06 - Active Listening Active Listening

Active Listening