Active Listening
MSL102_06 - Active Listening
28 Aug 02
Overview of Presentation
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What is active listening?

Why do we practice it?
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How do we practice it?
What is active listening?
Active listening involves:

communicating verbally and
nonverbally

practicing “uninterrupted” listening

restating the message

observing the sender’s nonverbal
signals
Why practice active listening?
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Helps us understand others better

Show others we respect them

Allows us to receive accurate
messages

Enables us to respond appropriately
How to practice active listening
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Physical environment
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Attending posture: SOLER
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Listening skills

Questioning skills
Physical environment

Ensure privacy

Minimize interruptions

Eliminate barriers
Attending posture
Nonverbal skill = SOLER
 S= squarely face person
 O= use open posture
 L= lean toward the person
 E= use eye contact
 R= relax, keep it natural
Listening skills



Reflective statements get at the real
meaning
Nonverbal and verbal cues often
conflict!
Recognize nonverbal posture: It’s
the real thing!
bored
overwhelmed
closed
Questions skills

Ask questions…not too many

Avoid “why” questions

Ask open-end questions
Active Listening