ACTIVE LISTENING SKILLS

ACTIVE LISTENING
 It is a way of listening and responding to
another person that improves mutual
understanding.

 It is a communication technique used
in counseling, training, and conflict resolution.
It requires that the listener fully concentrates,
understands, responds and then remembers
what is being said.
ACTIVE LISTENING
 It is a skill that can be acquired and developed
with practice.  However, active listening can be
difficult to master and will, therefore, take time
and patience to develop.

 It is a full concentration on what is being said

rather than just passively ‘hearing’ the message of
the speaker.
ACTIVE LISTENING

 It involves listening with all senses.  As well as

giving full attention to the speaker, it is
important that the ‘active listener’ is also
‘seen’ to be listening - otherwise the speaker
may conclude that what they are talking about
is uninteresting to the listener.
ACTIVE LISTENING
 It involves giving the other person time to
explore their thoughts and feelings, they should,
therefore, be given adequate time for that.

 Active listening not only means focusing fully on

the speaker but also actively showing verbal and
non-verbal signs of listening. 
REASON FOR LISTENING
 We listen to obtain information.
 We listen to understand.
 We listen for enjoyment.
 We listen to learn.
SIGNS OF ACTIVE LISTENING

 Listener can conveyed to the speaker that he is

actively listening by using:

 Verbal messages.
 Non-verbal messages.
NON-VERBAL SIGNS OF ATTENTIVE OR ACTIVE LISTENING

 The Non-verbal signs of listening, people

who are listening are more likely to display
at least some of these signs.
 Smile

 Eye Contact

 Posture

 Mirroring

 Distraction

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SMILE

Small smiles can be used to show that the

listener is paying attention to what is being said or
as a way of agreeing or being happy about the
messages being received.  Combined with nods of
the head, smiles can be powerful in affirming that
messages are being listened to and understood.

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EYE CONTACT

It is normal and usually encouraging for the

listener to look at the speaker. Eye contact can
however be intimidating, especially for more shy
speakers – gauge how much eye contact is
appropriate for any given situation.  Combine eye
contact with smiles and other non-verbal messages
to encourage the speaker.

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POSTURE

Posture can tell a lot about the sender and

receiver in interpersonal interactions.  The attentive
listener tends to lean slightly forward or sideways
whilst sitting.  Other signs of active listening may
include a slight slant of the head or resting the head
on one hand.

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MIRRORING

Automatic reflection/mirroring of any facial

expressions used by the speaker can be a sign of
attentive listening.  These reflective expressions can
help to show sympathy and empathy in more
emotional situations.  Attempting to consciously
mimic facial expressions (i.e. not automatic
reflection of expressions) can be a sign of
inattention.

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DISTRACTION

The active listener will not be distracted and

therefore will refrain from fidgeting, looking at a
clock or watch, doodling, playing with their hair or
picking their fingernails.

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VERBAL SIGNS OF ATTENTIVE OR ACTIVE LISTENING

 Positive Reinforcement
 Remembering
 Questioning
 Reflection
 Clarification
 Summarization

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POSITIVE REINFORCEMENT
 It is a strong signal of attentiveness. Some
positive words of encouragement may be
beneficial to the speaker, the listener should
use them sparingly so as not to distract from
what is being said or place unnecessary
emphasis on parts of the message.

 Casual and frequent use of words and phrases,

such as: ‘very good’, ‘yes’ or ‘indeed’ can
become irritating to the speaker.   It is usually
better to elaborate and explain why you are
agreeing with a certain point.
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REMEMBERING
 Remembering a few key points, or even the
name of the speaker, can help to reinforce that
the messages sent have been received and
understood.

 Remembering details, ideas and concepts from

previous conversations proves that attention was
kept and is likely to encourage the speaker to
continue.  During longer exchanges it may be
appropriate to make very brief notes to act as a
memory jog when questioning or clarifying later.
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QUESTIONING
 The listener can demonstrate that they have been
paying attention by asking relevant questions
and/or making statements that build or help to
clarify what the speaker has said.  By asking
relevant questions the listener also helps to
reinforce that they have an interest in what the
speaker has been saying.

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REFLECTION
 Reflecting is closely repeating or paraphrasing
what the speaker has said in order to show
comprehension.  Reflection is a powerful skill
that can reinforce the message of the speaker and
demonstrate understanding.

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CLARIFICATION
 Clarifying involves asking questions of the
speaker to ensure that the correct message has
been received.  Clarification usually involves the
use of open questions which enables the speaker
to expand on certain points as necessary.

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SUMMARIZATION
 Repeating a summary of what has been said back
to the speaker is a technique used by the listener
to repeat what has been said in their own
words. Summarizing involves taking the main
points of the received message and reiterating
them in a logical and clear way, giving the
speaker chance to correct if necessary.

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10 STEPS TO EFFECTIVE LISTENING

Step 1: Face the speaker and maintain

eye contact.
Step 2: Be attentive, but relaxed.
Step 3: Keep an open mind.
Step 4: Listen to the words and try to
picture what the speaker is saying.
Step 5: Don’t interrupt and don’t impose
your “solutions.”
10 STEPS TO EFFECTIVE LISTENING

Step 6: Wait for the speaker to pause to

ask clarifying questions.
Step 7: Ask questions only to ensure
understanding.
Step 8: Try to feel what the speaker is
feeling.
Step 9: Give the speaker regular feedback.
Step 10: Pay attention to what isn’t said—
to nonverbal cues.
CHARACTERISTICS OF LISTENING

L = Look interested
I = Involve yourself by responding
S = Stay on target
T = Test your understanding
E = Evaluate the message
N = Neutralize your feelings
BENEFITS OF EFFECTIVE LISTENING

 Enhances productivity
 Improves relations
 Avoids conflict
 Improves understanding
 Improves negotiation skills
 Helps you stand out
 People will appreciate it
ASKING GOOD QUESTION
QUESTION
 It is a linguistic expression used to make a
request for information, or the request made
using such an expression. The information
requested should be provided in the form of
an answer.
GOOD QUESTION
 It is something that intrigued a person and
engages them to think creatively and logically
about possible answers, which they find suitably
interesting.

 It is one whose answer has some significant

importance at least to the person asking it.
HOW TO ASK QUESTIONS
 What type of question should be asked?
 Is the question appropriate to the person/group?
 Is this the right time to ask the question?
 How do I expect the respondent will reply?
TYPES OF QUESTIONS
 Open-Ended Questions
 Closed-Ended Questions
 Funnel Questions
 Probing Questions
 Leading Questions
 Rhetorical Questions
OPEN-ENDED QUESTIONS
 It is an unstructured question in which
possible answers are not suggested, and the
respondent answers it in his or her own words
and provide qualitative instead of quantitative
information. Open ended questions are asked
generally during exploratory research and where
statistical validity is not a prime objective.
OPEN-ENDED QUESTIONS

 Asking open-ended questions simply requires

further explanation or elaboration in order to
gather more information from the speaker. It
gets the conversation going and allows for
more details of the subject matter.
OPEN-ENDED QUESTIONS
 Open-ended questions start with
Who What Where When Why How

 Other starters also include

“Can you tell me more”
“Please explain more about”
and other phrases that elicit more answers
OPEN-ENDED QUESTIONS

Example:
 What happened at the meeting?

 Why did he react that way?

 “When did you first start feeling like this?”

 “Why do you feel this way?”

CLOSED-ENDED QUESTIONS
 It is a question that provides a set
of answers from which the respondent must
choose. Multiple choice questions are closed
questions.
CLOSED-ENDED QUESTIONS

A closed-ended questions limit a person’s answers.

These questions are asked to lead a conversation.
Information needed is specific and limited,
sometimes answerable by yes or no. It is also used
to confirm facts. Closed-ended questions usually
start with the linking verbs is, are, and am.
CLOSED-ENDED QUESTIONS
Example:
 Testing your understanding, or the other person's:

"So, if I get this qualification,

I will get a raise?“

 Concluding a discussion or making a decision:

"Now we know the facts, are we all agreed this is the right
course of action?"

“Did you always feel like this?”

“Were you aware of feeling this way?”
FUNNEL QUESTIONS
 This questioning technique involves asking
questions from a general to a deductive manner.
Investigators and detectives commonly use this
technique in order to dig deeper and get to the
most specific answers needed. One tip to ask
funnel questions is to start with closed-ended
questions and then progressing using open-ended
questions.
FUNNEL QUESTIONS

Example:
Question: "How many people were involved in the
fight?“
Answer:"About ten.“

Question: "Were they kids or adults?"

Answer:"Mostly kids."
PROBING QUESTIONS
Probing question helps in order to understand an
issue better. These are intelligent, relevant open
or closed questions based from the subject
matter or issue at hand.
Use probing questions to be sure you were able
to capture everything and comprehend it
thoroughly. These questions are also effective in
gaining information from people who are
hesitant to share details.
PROBING QUESTIONS

Example:
“What eventually happened?”
“Looking back, what would you do
differently now, if anything?”
“What did your supervisor say I do?”
“What was the outcome?”
“What was the situation?”
“Why did you do that?”
LEADING QUESTIONS
 A leading question is a type of question that
implies or contains its own answer.

 It is best to use leading questions to people

who cannot seem to decide over choices.
Leading questions are normally closed-ended
type of questions.

 Leading questions can serve as a form

of persuasion.
LEADING QUESTIONS
Sales people are fond of using leading questions
for the purpose of generating sales. It is best to
use leading questions to people who cannot seem
to decide over choices.
LEADING QUESTIONS
Example:
"The salesperson, waiting impatiently, wants
to hurry the process along. What can she do? She
probably wants to say, 'So buy it already. It's just
a sofa.' But that would not help. Instead, she asks
a leading question: 'How soon would you need
your furniture delivered?' The customer might
answer 'Right away' or "Not for a few months,
until we move into our new house.'
RHETORICAL QUESTIONS

These questions are not really questions in

construction because they do not require answers at
all or just for effect or to lay emphasis on some
point discussed when no real answer is expected.

Rhetorical questions are statements modified in the

form of a question. It is intended to engage a
listener into the conversation.
RHETORICAL QUESTIONS
 Example:
"Isn't John's design work so creative?“

“The actors played the roles well.

Didn’t they?”

“It’s too hot today. Isn’t it?”

THE ADVANTAGES OF HAVING GOOD
QUESTIONING SKILLS

You cannot be a good communicator if you do

not know how to ask questions. There are so
many benefits of being an effective questioner.
Demonstrating effective questioning skills is
useful in the following instances:
THE ADVANTAGES OF HAVING GOOD
QUESTIONING SKILLS

• Learning new knowledge- Ask open and closed

questions, and use probing questioning.

• Information gathering- Information taken and

received to solve queries
THE ADVANTAGES OF HAVING GOOD
QUESTIONING SKILLS

• Managing and coaching- Here, rhetorical and

leading questions are useful too. They can help
get people to reflect and to commit to courses of
action that you've suggested: "Wouldn't it be
great to gain some further qualifications?"
THE ADVANTAGES OF HAVING GOOD
QUESTIONING SKILLS

• Conflict resolution/ Avoid misunderstandings-

 Use probing questions to seek clarification,
particularly when the consequences are
significant. And to make sure you avoid jumping
to conclusions
THE ADVANTAGES OF HAVING GOOD
QUESTIONING SKILLS

• Persuading people- No one likes to be lectured,

but asking a series of open questions will help
others to embrace the reasons behind your point
of view. "What do you think about bringing the
sales force in for half a day to have their laptops
upgraded?"
THE ADVANTAGES OF HAVING GOOD QUESTIONING SKILLS

• Winning negotiations- To develop a mutual

decision or agreement upon a discussion.
THE ADVANTAGES OF HAVING GOOD QUESTIONING SKILLS

• Enhancing people skill/ relationship building-

People generally respond positively if you ask
about what they do or enquire about their
opinions. If you do this in an affirmative way
"Tell me what you like best about working here",
you will help to build and maintain an open
dialogue.