Power point presentation about active listening.

1. Active Listening in
Communication
NZ Certificate in Horticulture - (Level 3)

2. Why we listen
• To obtain information
• To understand
• To learn
• For enjoyment
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3. Active listening, different from
‘hearing’
• Making a conscious effort to hear the whole
message being sent
• Paying close attention to the person speaking
• Signalling that you are paying attention
• A form of two way communication
• Greatly increases retention of information and clear
communication
• Essential in team work as you need to ensure you
are communicating clearly
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4. Active listening skills
1) Pay attention
Give your full attention to the speaker and their
message. Non-verbal communication also “speaks”
loudly.
• Look at the speaker directly
• Put aside distracting thoughts
• Avoid being distracted by things going on around
you
• “Listen” to the speakers body language
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5. Active listening skills
2) Show that you’re listening
Be aware of how your body language and gestures
can convey your attention and affect the speaker.
• Use small gestures like nodding
• Keep a pleasant facial expression
• Keep your body language open and inviting
• Encourage the speaker to continue with non-verbal
prompts e.g. uh huh, mhhmm
• Take short notes of the conversation if appropriate
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6. Active listening skills
3) Provide feedback
Personal views can distort what we hear. Providing
feedback and asking questions can help clarify what
has been said.
• Reflect what has been said back to the speaker
“What I’m hearing is…”
• Ask questions to clarify points.
“What do you mean when you say…”
• Summarise the speakers comments
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7. Active listening skills
4) Defer judgment
Interrupting is a waste of time. It can frustrate the
speaker and limit your understanding of the message.
• Allow the speaker to finish each point before
asking questions
• Don’t interrupt with counter arguments
• Don’t mentally prepare a rebuttal
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8. Active listening skills
5) Respond appropriately
It is important to be respectful, you gain nothing from
attacking or offending a speaker, even unintentionally.
• Be open and honest in your response
• Assert your opinions respectfully
• Treat the other person in a way that you think he or
she would want to be treated
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9. A simple way to try and
understand… SCORE
• S – Simplify and Specify
• Be clear and specific
• C – Clarify and Confirm
• If you’re not sure, ask!
• O – Organise and Outline
• Think carefully about how you’re presenting information
• R – Rephrase and Reframe
• Is there a different way to explain what you’re saying?
• E – Explain with Examples
• Examples help people understand what is happening
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10. END