5. Active listening means: Being
attentive to what someone else is
saying
It demonstrates to the speaker that
he/ she is being heard
In another
words
The goal
6. Are you really listening?
If you are, then
you should
feel …….
7. Verbal
Signs
• Tone of Voice
• Open-ended question
• Restatements
• Summaries
Non
verbal
signs
• Eye Contact
• Posture/Body Language
• Facial Expression
• Distraction
I
N
C
L
U
D
E
S
8. 1. Listen for the content of the
message
2. Listen for the feelings of the
speaker
3. Listen without making
judgement
4. Respond to the feelings of the
speakers
5. Note the speakers cues, both
verbal and nonverbal
6. Ask open-ended questions
7. Reflect back to the speaker
what you think you are hearing
In active
listening,
we will …..
10. Encouraging
Encourage the other
person to talk:
1. Keep away all
distractions
2. Use your face and
body to show you are
interested in the topic
3. Maintain eye contact to
help personal
connection
Example of expression:
- Tell me what you think!
11. Questioning
Ask question to better
understand the issue and
get more information
• Ask open-ended question
Phrases Example
- What did you see seems to be the issue?
- Tell me more about it!
- When did you see that become more obvious?
12. Restating
1. Restate, repeat and
reiterate words being said to
better understand and the
problem and get more
information with your own
words.
2. Clarify information to
make sure you understand the
problem
So, you are saying
that he always
embarrass you
publicly?
Let me restate
what you have
said earlier
that …..
If I understand
you correctly, you
are saying …..
In another word,
….
Do you mean
that….?
I am not sure I
quite understand
your point, can
you elaborate
more?
Paraphrasing is a way of
restating
13. Reflecting
To rephrase the
affection, or feelings
of the person
• The purpose is to show
that you are listening and
understand what they are
feeling.
You feel that ……
You were pretty disturb by this….
This seems very important to you
14. Summarizing
Summarize the main issue Look for the common
issues
e.g.:
1. It seems to me that the
issue here is ……. , is
that correct?
2. To my understanding,
your issue is about …..
do I understand that
correctly?
3. It seems this what
happened …….., am I
right?
4. So, it sounds to me
…..is that it?
Identify
the
common
issues
Main issues
generalization
