LESSON NOTES 4

TECHNICAL COMMUNICATION SKILLS

A.D. KINNEAR

1.4 ACTIVE LISTENING

Introduction

Listening is one of the two receptive core communication skills, the other being reading
(and observing). It fulfils one of the main objectives of communication – to understand
others – that is essential in your academics, professional and social life.

Active listening is the focusing of the senses on incoming signals, objectively

interpreting them, deferring judgement and fostering the communication environment,
The aim of active listening is clear, unbiased understanding of received messages.

Active listening is ‘listening’ with purpose. It is much more than just hearing – received
sound / aural stimuli. It is more than simple listening – receiving and interpreting
auditory stimuli - by creating meaning from not only received sound, but also from
visual, haptic, olfactory and gustoric cues.

As a definition, active listening is focused listening and observation with effective

feedback to improve mutual understanding. Active listening is all about understanding,
building rapport and trust.

Effective listening – obtaining as much information as possible from attentive listening –

is part of active listening. Not only is active listening attentive listening, it also involves
other attributes, such as awareness of expectations, experiences and biases, giving and
receiving non-verbal cues (recall these?), quick thinking as well as posing the right
questions.

Thus, it must be well noted that active listening involves the use of both ears and the
brain as well as the other sensory organs all attuned to incoming messages. It is equally
important to be open-minded and empathetic.

Reasons for Using Active Listening

Active listening skills help a communicator to:

o Understand received messages.

o Clarify messages whose meaning is not clear.

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 o Learn. That is, the storage of information in long-term memory. Note that
"learning lasts a lifetime".
o Identify and respond to tacit (implied/implicit) messages.
o Elicit more information from a respondent.
o Minimize or avoid unnecessary conflict.
o Ascertain others' mental processes – personalities, emotions, experiences,
biases, mindset and worldview.
o Interpret multiple received messages (with practice).

How to Actively Listen

Be deliberate with your listening and observation. Remind yourself frequently that your
goal is to clearly understand what the other person is trying to communicate. Set aside
all other thoughts and behaviors and concentrate on the message. Ask questions,
reflect, and paraphrase to ensure you understand the message. If you do not, then you
will find that what someone says to you and what you hear can be quite different.

Start using active listening techniques immediately to become a better communicator, a

better learner, to improve your workplace productivity, and develop better relationships.

To work, the active listener focuses on all incoming signals from the communication
participant including verbal and non-verbal. Also, Active listening happens when the
listener ‘hears’ the various messages being sent, understands their meaning, and then
verifies the meaning by offering feedback.

Characteristics of Active Listening

o Spend more time listening than talking.

o Let the speaker finish his or her own sentences.
o Let the other person finish speaking before responding.
o Allow the other person to speak and do not dominate the conversation.
o Be aware of own biases.
o Ask open-ended questions.
o Focus on what is being said and not what your response will be to the speaker.

ACTIVE LISTENING TECHNIQUES

When engaging in active listening, or in any form of communication, it is important to

remember that there is more than just the spoken part. There are many non-verbal
behaviors in communication.

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1. Seek to Understand

Seek to understand before seeking to be understood. When we seek to

understand rather than be understood, our modus operandi will be to listen
intently. Often, when we enter into conversation, our goal is to be better
understood. However, you can be better understood, if first you better
understand. With age, maturity, and experience comes silence. It is most often a
wise person who says little or nothing at the beginning of a conversation or
listening experience. We need to remember to collect information before we
disseminate it. We need to know it before we say it [2].

2. Select the Venue

If possible, select a conducive environment for communication to take place.

Choose a quiet, possibility shady place where there are no distractions. Choose
whether to stand face-to-face, to sit or to ‘walk and talk’. For a lecture or meeting,
choose to position yourself where the speaker is clearly audible, where non-
verbal cues may be clearly observed and where your feedback is clear.

3. Set the Tone

Set a comfortable tone. Refer to the speaker by name. Be polite and use a non-
aggressive tone of voice.

4. Be calm, caring, attentive, and concerned. Act professionally. Maintain your own
control. Stay centered, breath slowly and evenly. Lower your voice.

5. Pay Attention

Give the speaker your undivided attention, and acknowledge the message.
Signal to the speaker that you are attentive and interested. Recognize that non-
verbal communication also ‘speaks’ loudly.

o Look at the speaker directly.

o Put aside distracting thoughts.

o Do not mentally prepare a rebuttal.

o Avoid being distracted by environmental factors. For example, side

conversations.

o ‘Listen’ to the speaker's 'body language' [1].

o Show you are attentive by not looking sideways at potential distracters.

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 o Show that you are paying attention by not using your cellphone or by not
fumbling with items in your pockets or bag.

o Do not speak too quickly as this gives the impression that you have
inadequate time to spare.

o Maintain eye contact to affirm listening. The speaker maintains eye contact to
be sure the listener is paying attention. Eye contact is a form of positive
feedback. But, eye contact can also be a form of aggression, of trying to show
dominance, of forcing submissive behavior [2].

From the listener’s non-verbal cues, the speaker can tell if he or she is speaking
too softly or loudly, too quickly or slowly, or if the vocabulary or the language is
inappropriate. Listeners send messages to speakers using body language.

6. Show That You Are Listening

Use your own body language and gestures to convey your attention.

o Nod occasionally.

o Smile and use other facial expressions.

o Note your posture and make sure it is open and inviting.

o Encourage the speaker to continue with small verbal comments like ‘yes’, and
‘uh huh’. [1]

7. Encourage the Speaker

Encourage the speaker to keep talking.

o Encourage the speaker by showing interest in what is being said.

o To keep the person talking, do not agree or disagree with what is said.

o Indicate that you are following the conversation.

o Use non-committal words with positive tone of voice, such as “I see...”,

“Yes...” or “uh huh”.

o Be empathetic – mentally place yourself in the speaker’s situation or point-of-

view.

o Use non-verbal cues such as nodding, eye contact, open stance and open
palms.

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 o Restate, reflect, and summarize major ideas and feelings.

8. Provide Feedback

Our personal filters, assumptions, judgments, and beliefs can distort what we
hear. As a listener, your role is to understand what is being said. This may
require you to reflect what is being said and ask questions.

o Reflect what has been said by paraphrasing. "What I'm hearing is," and
"Sounds like you are saying," are great ways to reflect back.

o Ask questions to clarify certain points. "What do you mean when you say…"
"Is this what you mean?"

o Summarize the speaker's comments periodically.

Tip:

If you find yourself responding emotionally to what someone said, say so, and
ask for more information: "I may not understand you correctly, and I find myself
taking what you said personally. What I thought you just said is PQR. Is that what
you meant?" [1]

9. Repeat the Message

Repeating the message has three (3) main functions:

o Repetition acts as feedback to the speaker to confirm the message was

received, interpreted and understood or not.

o Repetition helps move the information from short to long-term memory of the
listener.

o It provides a point of reference for further discussion.

Restating or Clarification

To show that you are listening to and understanding what is said. To check the
listener’s perception of the speaker’s message, restate the basic ideas,
emphasizing the facts presented. For instance, “If I understand correctly, your
idea is...”, “In other words, this is...”, “What was that concerning…” or “I'm not
quite sure what you mean”.

Reflecting or paraphrasing

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 This shows the message is understood. Reflection also shows your
understanding of the speaker’s feelings. For example, “You feel that...” or “You
must feel angry that...”

Summarising

Used to pull important ideas, facts, etc., together, to establish a basis for further
discussion and to review progress. For instance, “These seem to be the key
ideas...” or “If I understand you correctly, you feel that...”.

10. Defer Judgment

Interrupting is a waste of time. It frustrates the speaker and limits full

understanding of the message.

o Allow the speaker to finish each point before asking questions.

o Do not interrupt with counter arguments. [1]

11. Enable Open Discussion

Do not interrupt or allow interruptions. Give all communication participants the

opportunity to express themselves. For example, “Please allow him to finish what
he has to say”, “Kindly do not interject while others are speaking” or “She has the
floor”.

Remember that democracy is a ‘melting pot’ of ideas. Although you may not
necessarily agree with others, you should come to appreciate the many
experiences and perspectives that people can share. “There is strength in
diversity.”

12. Observe Non-verbal Cues

Be aware of kinesics (‘body language), proxemics (personal space), chronemics,

occulesics, haptics, olfactics and gustorics used to carry meaning or that change
or emphasize the aural message.

13. Use Silence Effectively

Silence also communicates meaning. Some of the finest teachers, police

interrogators, counselors and parents learn more by maintaining silence than by
asking questions or interrupting. As an active (or empathic) listener, silence is a
very valuable tool. Do not interrupt unless absolutely necessary. Rather, provide
positive feedback using body language, eye contact, and non-word sounds, such
as "uh, huh". Silence is indeed golden especially helpful when used to gather
information as an active listener [2].

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14. Minimize Communication Barriers

Recognise, accommodate, make allowance for and minimize the effect of

barriers to communication. These include (as previously learnt) physical,
physiological, cultural, psychological and experiential barriers.

15. Respond Appropriately

Active listening is a model for respect and understanding. You are gaining
information and perspective. You gain nothing by attacking the speaker or putting
him or her down.

o Be candid, open, and honest in your response.

o Assert your opinions respectfully.

o Treat the other person in a way that you think he or she would want to be
treated.

Conclusion

It takes a lot of concentration and determination to be an active listener. Old habits are
hard to break, and if your listening skills are as poor, then there is a lot of habit-breaking
to do. [1]

Active listening skills cannot be learnt in a day, but are developed over time. Like many
other communication skills, putting into practice requires effort. After a short time, they
becomes routine, part of your modus operandi.

Becoming an active listener improves your productivity, as well as ability to influence,

persuade and negotiate. Furthermore, conflict and misunderstandings are better
avoided. All of these are necessary for your career success.

REFERENCES

[1] The University of Adelaide Learning Centre. Active Listening Learning Guide. 2014
[online]. Available at
http://www.adelaide.edu.au/writingcentre/learning_guides/. Accessed on 18/06/15

[2] Overseas Schools Advisory Council. “Active Listening”, in Diplomacy in Action. U.S.
State Department [n.d.] [online]. Available at http://www.state.gov/m/a/os/65759.htm
Accessed on 18/06/15

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