Lesson 2 Active Listening Objectives Determine the order

Lesson 2 Active Listening

Objectives Determine the order of the five steps in active listening Define active listening Identify the goal of active listening Demonstrate use of each of the five steps in the active listening process

“We have two ears and one mouth so that we can listen twice as much as we speak. ” - Epictetus

Active listening is a communication technique in which the receiver provides feedback to confirm what they have heard and to confirm the understanding of all parties. Understanding is the goal of all communication. Understanding is achieved when all parties agree on the shared meaning of a message.

Steps in the Active Listening Process These are five steps in the active listening process: • Receiving • Attending • Understanding • Responding • Recalling NOTE: some of these steps may occur simultaneously or in a different order depending on the situation.

Receiving is the process of taking in all of the information about the communication. The way in which you receive information will vary based on the channel used for the communication. Face-to-face: • Hear the words • Listen to the tone • Watch body language Written: • Read the words • Pay attention to word choice • Pay attention to tone

Attending is when you focus attention on the information you’ve received. ! Ways to improve Attending: • Limit multitasking • Elevate your attention

Understanding involves interpreting the meaning of communication by comparing both new information and past knowledge.

Responding is when the receiver communicates their attention and understanding to the sender by providing feedback. Feedback is the verbal and nonverbal behaviors that convey attention and understanding to the sender. Yep! Verbal cues: • Yes • Uh-huh • I see • Paraphrasing what you’ve heard Nonverbal cues: • Nodding • Eye contact • Smiling Without feedback, the sender does not know if the receiver has received and understood the message.

Recalling involves remembering the information you have received once you have attended to, understood, and responded to it.

Active Listening Process Do you remember the steps? > Receiving > Attending > Understanding > Responding > Recalling

Summary Determined the order of the five steps in active listening Defined active listening Identified the goal of active listening Demonstrated use of each of the five steps in the active listening process