Exercise 6-D: “Tools of Active Listening”
Give response for each the following statement.
A.
For each of the following active listening tools, write examples in the appropriate blank.
1. Empathic Responses:
Speaker: I am really tired of being told I am empowered to do my job when the truth of the matter is what and
how I work is still highly controlled.
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
2. Restatement:
Speaker: With these changes the report will have to be redone. It’s going to take at least two or three days to do it
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
3. Paraphrasing
Speaker: I’ll be working on this project with Blackwell, and he’s sharp technically, but he’s not the easiest
person in the world to work with.
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
4. Summative Statement
Speaker: I have some problem with this team effort. Few of us ha ve been at every meeting, fewer still complete
their action items and we seem to be going nowhere.
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
5. Question Techniques
Speaker: I have some problem with this team effort. Few of us have been at every meeting, fewer still complete
their action items and we seem to be going nowhere.
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
6. Non-verbal Behavior
Speaker: Sitting a few from the conference table with his body facing away from the others, the speaker gives
input only when solicited and in short, one -or two- word phrase.
Listener: ...........................................................................................................................................................
...........................................................................................................................................................
B.
Match the following examples to their respective active listening tools.
Examples
Active Listening Tools
1. “As I understand it you feel………”
“So the key ideas you expressed are………”
“What we have agreed on is………”
a. Restatement
2. Face squarely, lean forward, uncross arms/legs, nod
head, eye contact, facial expression.
b. Summative Statements
3. “Two or three days?”
c. Empathetic Responses
4. “How did you feel about it?” “Which one”
d. Paraphrasing.
5. “You feel it would be difficult to get along.”
e. Questioning Technique.
6. “Uh-Huh,” “I see,” “I understand”
f. Non-verbal Behavior.