ESSENTIAL REQUIREMENTS FOR ACTIVE LISTENING: (1)
1. Intensity. Active listeners concentrate intensity on what the speaker is saying and tunes out the
thousands of miscellaneous thoughts that create distractions.
2. Empathy. Empathy requires you to put yourself in the speaker’s shoes. You try to understand
what the speaker wants to communicate rather than what you want to understand. Empathy demands
knowledge of the speaker and flexibility on the listener’s part.
3. Acceptance. Active listeners listen objectively without judging content. This is no easy task. It is
natural to be distracted by the content of what a speaker says, especially when you disagree with it
because we tend to begin to form our mental argument and then miss the rest of the message. The
challenge is to absorb while withholding judgment.
4. Taking responsibility. Active listeners do whatever is necessary to get the full, intended meaning
from the speaker’s communication. This often includes asking questions.
LISTENING SKILLS with EXPLANATION: (2)
1. Attending, acknowledging. Providing verbal or non-verbal awareness of the other, i.e., eye
contact.
2. Restating, paraphrasing. Responding to person's basic verbal message.
3. Reflecting. Reflecting feelings, experiences, or content that has been heard or perceived through
cues.
4. Interpreting. Offering a tentative interpretation about the other's feelings, desires, or meanings.
5. Summarizing, synthesizing. Bringing together in some way feelings and experiences; providing a
focus.
6. Probing. Questioning in a supportive way that requests more information or that attempts to clear
up confusions.
7. Giving feedback. Sharing perceptions of the other's ideas or feelings; disclosing relevant personal
information.
8. Supporting. Showing warmth and caring in one's own individual way.
9. Checking perceptions. Finding out if interpretations and perceptions are valid and accurate.
10. Being quiet. Giving the other time to think as well as to talk.
SOURCES:
1. Robbins, Stephen P, and Phillip L. Hunsaker. Training in Interpersonal Skills.
(5ed.) 2009. p 89. Pearson Prentice-Hall, Upper Saddle River, NJ.
2. Pickering, Marisue, "Communication" in EXPLORATIONS, A Journal of Research of the
University of Maine, Vol. 3, No. 1, Fall 1986, pp 16-19.
http://crs.uvm.edu/gopher/nerl/personal/comm/e.html