LISTENING SKILLS

Strategic
Message
Active +Emotions +
Message Attitude
+Emotions

Types of
Passive Listening
Only Message
Pag
e2
• He is actively engaged
• Displays a forward bending body posture
• Seeks clarification and gives feedback
• There is a proper eye contact
• There are no environmental distractions

A listener is active
when
 Strategic listening occurs when we communicate at
four levels:

• Facts – convey information

• Meaning – make themselves understood
• Feeling – connect on an emotional level
• Intention – get their needs met

“The house is burning”

Techniques to Enhance Listening Skills

SUMMARIZING
SUMMARIZING
PARAPHRASING
PARAPHRASING
Pulling
Pullingtogether
together
Restating
Restatingwhat
what the
another themain
mainpoints
points
anotherhas
hassaid
said of
ofaaspeaker
speaker
in
inyour
yourown
own
words
words

QUESTIONING
QUESTIONING
Obtaining
Obtaininggreater
greater
clarity
clarityon
onissues
issues
under
under discussionor
discussion or
obtaining
obtainingmore
more
information
information
Nonverbal behaviors that demonstrate good listening

• Maintain eye contact.

• Nod your head to convey that
you are listening or that
you agree.
• Smile and show interest.
• Lean forward to show the
speaker you are interested.
• Use a tone of voice that matches
your message
4 Step Approach

 Acknowledge
 Question & Paraphrase
 Summarize
 Respond

Active Listening Pag

e7
ACTIVITY
• Daydreaming / Spacing out

• Rehearsing

• Filtering

• Judging

• Distractions

BLOCKS