Becoming an Active Listener There are five key elements of active
Becoming an Active Listener. There are five key elements of active listening. They all help you ensure that you hear the other person and that the other
COMPONENTS OF ACTIVE LISTENING EXAMPLES OF ACTIVE
There are three primary aspects of active listening: 1. Comprehending – In the comprehension stage of listening the listener actively analyzes and listens to
Active listening - NHS England
What is it? When you are carrying out improvement work listening is vital. It is one of the most effective ways to understand stakeholder perspectives and
Active-Listening-Handout.pdf
Examples of. Active Listening Responses. Paraphrasing. Restate the same information using different words to more concisely reflect what the speaker said
Active Listening and De-Escalation Not a typical Conversation!
Use open-ended questions to expand the discussion — for example lead with: “How? What? Where? Who? Which?” Page 8. ACTIVE LISTENING. 3.
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Lawyer: "The Countiss contract is holding things up now." Example 2 (Feelings). Client: "I worry that I'll get. JUNE I
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Bring together the facts and pieces of the problem to check understanding — for example. “So it sounds to me as if . . .” 3. Minimal encouragers. Use brief
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Key Concepts & Examples: Active Listening – Listening without interrupting. Listening without judging or reacting to what is being said. Communicating
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Examples of active listening at the reference desk and suggestions on the effective use of this skill are provided. Nathan M. Smith and Stephen D. Fitt.
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Using an attitude of unconditional positive regard your active listening skills will be strengthened to work more effectively across cultures. As with all
Chapter 5 - Active listening
Practice active listening skills. 3. Practice active listening to understand and support chil- dren in difficulty. 4. Practice active listening for conflict
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Negotiators can use active listening skills to help resolve critical incidents involving expressive subjects. Special Agent Noesner is the chief negotiator with
Becoming an Active Listener There are five key elements of active
Give the speaker your undivided attention and acknowledge the message. Recognize that non- verbal communication also "speaks" loudly.
JPPF Customer service - communication skills: Activity for Active
27?/01?/2021 American sitcom “Everybody Loves Raymond” describes active listening as reflecting a person's feelings back to encourage them to express ...
Active-Listening-Handout.pdf
Examples of. Active Listening Responses. Paraphrasing. Restate the same information using different words to more concisely reflect what the speaker said.
NNEDV
Active listening is one of the most important skills we use as advocates. We know how to navigate multiple systems put together a support group with.
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Some of the key skills for active listening include: • Listen with your whole body: o Face the other person and use an open posture to establish rapport.
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Active listening is a technique that enables you to fully concentrate on what others are saying and to understand their complete message.
Improving our Active Listening Skills - By Lauren Lowry Hanen SLP
Learning to listen: Teaching an active listening strategy to preservice education professionals. Topics in early childhood special education 27(4)
Workbook1.2PersonCentredPracticeAcrossCulturesActiveListening-unconditionalpositiveregardacrossculturesJuly2016 futures UPFRONT
ThisworkbookhasbeendevelopedforNationalDisabilityServicesby:BarbelWinter,ManagingDirector,futuresUpfrontandMariaKatrivesis,ConsultantandTrainerFirstpublished(July2016)©futuresUpfrontFormoreinformationandforpermissiontoreproducepleasecontact:futuresUpfrontemail:info@futuresupfront.com.auweb:www.futuresupfront.com.au ProducedbyNDSNSWLevel18,1CastlereaghStSydney,NSW2000FundedbyNSWDepartmentofFamilyandCommunityServices.©ThispublicationiscopyrightAllrightsreserved.ExceptasprovidedintheCopyrightAct1968(Commonwealth),nouseofthiswork,whichiswithintheexclusiverightofthecopyrightowners,maybemade.ContactNDS0292563100ndsnsw@nds.org.auwww.nds.org.auAboutNationalDisabilityServicesNationalDisabilityServicesisthepeakbodyfornon-governmentdisabilityservices.Itspurposeistopromotequalityserviceprovisionandlifeopportunitiesforpeoplewithdisability.NDS'sAustralia-widemembershipincludesmorethan1000non-governmentorganisations,whichsupportpeoplewithallformsofdisability.NDSprovidesinformationandnetworkingopportunitiestoitsmembersandpolicyadvicetostate,territoryandfederalgovernments.
Table of Contents 1. Preface 21.1Howtousethisworkbook?21.2Whatisthisworkbookabout?31.3Outcomes31.4Whoisthisworkbookfor?31.5Howlongwillittaketocomplete?32.The Workbook 42.1Whatisactivelistening?42.1.1Adefinition42.1.2Thecoreelementsofactivelistening52.1.3Whatmakesagoodlistener?72.2Activelisteningcross-culturally82.2.11person,1community@1time92.2.2Keeplisteningandlearning92.2.3Useyourotherpersoncentredpracticeskills92.3UnconditionalPositiveRegard93.Conclusion 13
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures2 1. Preface ThisworkbookispartofaseriesofresourcesforthedisabilityservicessectordesignedbyfuturesUpfrontforNDSwithfundingprovidedbytheNSWDepartmentofFamilyandCommunityServices;Ageing,DisabilityandHomeCare.1.IndividualPractices-workingwithpeoplefromCALDbackgroundswithdisability1.1Empathy-apracticetoconnectacrosscultures1.2Activelistening-unconditionalpositiveregardacrosscultures1.3Choicemaking-cross-culturaldifferencesandwhatcanwelearnfromthem1.4ReflectivePractice-whydifferentpointsofviewmatter1.5Workingeffectivelywithinterpreters2.OrganisationalPractices-buildingaculturallyresponsiveorganisation2.1Terminologyanddata-aguidetounderstandingculturaldiversityanddisability2.2Makingthebusinesscase-whydiversityisgoodforbusiness2.3Aculturallyresponsivepersoncentredorganisation-keyelements2.4Leadingtowardsculturalresponsiveness-apracticalguideformanagers,teamleadersandcoaches2.5Buildingadiverseworkforce-practicalstrategies2.6Valuingbilingualworkers-strategiestorecruit,trainandretain3.CommunityEngagement-workingalongsidediversecommunities3.11Community@atime-culturallyresponsivecommunityengagementprinciplesandelements3.2MakingLinks-networkingwithCALDCommunities3.3Cross-culturalstory-basedmarketing-1story@atimeThisworkbookispartof"IndividualPractices-workingwithpeoplefromCALDbackgroundswithdisability"series.1.1 How to use this workbook? Thisworkbookcanbeusedinmanydifferentways,including:´ Asaself-pacedlearningprogrambyanindividual
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures3 ´ Asaself-pacedlearningprogramforagroup´ Aspartofformaltrainingorganisedbyanorganisation´ Aspartofcoachingandmentoring.Thisworkbookincludesexercisesandopportunitiesforreflections(whenworkingbyyourself)ordiscussions(whenworkingwithothers).Thereisplentyofroominyourworkbooktotakenotesandmakecomments.1.2 What is this workbook about? Thisworkbookisdesignedtobuildonandstrengthenyouractivelisteningskills.Usinganattitudeofunconditionalpositiveregard,youractivelisteningskillswillbestrengthenedtoworkmoreeffectivelyacrosscultures.Aswithallstrength-based,personcentredapproachesthepurposeistoassistyourfocusonpeople'spotentialandopportunities.Thisworkbookinvitesyoutothinkaboutcultureasoneofthosepotentials,anopportunityanda'gift'toexploreandbuildon.Werecommendyoualsousetheotherworkbooksinthe"IndividualPractices-workingwithpeoplefromCALDbackgroundswithdisability"series.1.3 Outcomes Attheendoftheworkbookyouwill:´ Beabletoidentifythecoreelementsofactivelistening´ Thinkaboutthoseelementsandhowtheyworkcrossculturally´ Explorepositiveunconditionalregardasaattitudetoassistyouractivelistening1.4 Who is this workbook for? ´ Peopleinterestedinimprovingtheirculturallyresponsivepersoncentredpractice´ Peoplewhowanttostrengthentheirlisteningskillsacrosscultures´ Peoplewhowanttoknowmoreaboutunconditionalpositiveregardasapractice1.5 How long will it take to complete? Thisworkbookshouldtakeabout45minutestoworkthroughandwatchsomeofthevideos.
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures4 2. The Workbook 2.1 What is active listening? Withactivelisteningbeingidentifiedbymanypeopleasoneofthecoreskillsindeliveringservicesinapersoncentredway,itmightbeusefultogetasharedunderstandingofactivelistening,thecoreelementsofactivelisteningareandabetterunderstandingofwhatmakesagoodlistener.2.1.1 AdefinitionItisalwaysgoodtostartwithadefinition.Thereasonswefocusonactivelistening-notjustmerelylistening-isthatactivelisteningrequiresengagementfromthelistener.Activelisteningasksyoutobefullyengagingandrespondingtowhatisbeingcommunicated.Hereisonewayofthinkingaboutactivelistening:"(activelistening)requiresthatwegetinsidethespeaker,thatwegrasp,fromhis[sic]pointofview,justwhatitisheiscommunicatingtous.Morethanthat,wemustconveytothespeakerthatweareseeingthingsfromhispointofview"1ThisquotefromCarlRogersisagreatintroductiontoactivelistening,becauseithighlightsthatthereissomuchmoretoactivelisteningthanjusthearingsomeone.Reflections Doyouthinkactivelisteningisanimportantskillwhenworkingwithpeople?Whatdoyoudowhenyouareactivelylistening? .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. 1Rogers,CandFarson,R:Activelisteninghttp://wholebeinginstitute.com/wp-content/uploads/Rogers_Farson_Active-Listening.pdf
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures5 .............................................................................................................. 2.1.2 ThecoreelementsofactivelisteningDifferentexpertshaveidentifiedslightlydifferentelementsasbeingcoretoactivelistening.Belowabitofasummaryfrommindtools.comwhohavealsoproducedavideoifyouprefertowatchratherthan/aswellasread.Video https://www.mindtools.com/CommSkll/ActiveListening.htmTheyidentify5keyelements:1.PayingAttention´ Givethespeakeryourundividedattention,andacknowledgethemessage.Recognizethatnon-verbalcommunicationalso"speaks"loudly.´ Lookatthespeakerdirectly.´ Putasidedistractingthoughts.´ Don'tmentallypreparearebuttal!´ Avoidbeingdistractedbyenvironmentalfactors.Forexample,sideconversations2.Showingthatyouarelistening´ Useyourownbodylanguageandgesturestoconveyyourattention.´ Nodoccasionally.´ Smileanduseotherfacialexpressions.´ Noteyourpostureandmakesureitisopenandinviting.´ Encouragethespeakertocontinuewithsmallverbalcommentslike'yes',and'mmhh'3.ProvidingFeedback´ Ourpersonalfilters,assumptions,judgments,andbeliefscandistortwhatwehear.Asalistener,yourroleistounderstandwhatisbeing
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures6 said.Thismayrequireyoutoreflectwhatisbeingsaidandaskquestions.´ Reflectwhathasbeensaidbyparaphrasing."WhatI'mhearingis,"and"Soundslikeyouaresaying,"aregreatwaystoreflectback.´ Askquestionstoclarifycertainpoints."Whatdoyoumeanwhenyousay.""Isthiswhatyoumean?"´ Summarizethespeaker'scommentsperiodically.4.DeferJudgment´ Interruptingisawasteoftime.Itfrustratesthespeakerandlimitsfullunderstandingofthemessage.´ Allowthespeakertofinisheachpointbeforeaskingquestions.´ Don'tinterruptwithcounterarguments.5.RespondAppropriately´ Activelisteningisamodelforrespectandunderstanding.Youaregaininginformationandperspective.Youaddnothingbyattackingthespeakerorotherwiseputtinghimorherdown.´ Becandid,open,andhonestinyourresponse.´ Assertyouropinionsrespectfully.´ Treattheotherpersoninawaythatyouthinkheorshewouldwanttobetreated.2OntheotherhandCarlRogers,whocanbecalledoneofthe'fathers'ofpersoncentredapproaches,digsmuchdeeperandyet,atthesametime,givesusmuchlessofa'list'andmoreofwayofbeingwithhis3criticalelementsoflistening:´ Listenfortotalmeaning(bothcontentandfeeling/attitude)´ Respondtofeelings(acknowledgethefeelingsinyourcommunication)´ Noteallclues(muchofcommunicationisnon-verbal)3 2from:https://www.mindtools.com/CommSkll/ActiveListening.htm3Rogers,CandFarson,R:Activelisteninghttp://wholebeinginstitute.com/wp-content/uploads/Rogers_Farson_Active-Listening.pdf
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures7 Reflections Thinkingaboutyourownlistinyourreflectionsin2.1.1above.Doesyourlistofactivelisteningmatchtheelementsaboveoraretheredifferences? .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. 2.1.3 Whatmakesagoodlistener?Wealllovebeinglistenedtoproperly,butmanyofushaveneverbeentaughthowtolisten.TheSchoolofLife,anorganisationcommittedtodevelopemotionalintelligencethroughthehelpofculture,hasdeveloped4tipsonhowtobeagoodlistener:1. Encouragepeopletoelaborate2. UrgeClarification:don'tassume-clarify3. Don'tmoralise:acceptthatweareallvulnerable4. SeparateyourdisagreementfromcriticisingthepersonAswithallskills,theyneedtobepracticedandusedregularly.Video Hereisalinktoashortvideoifyouareinterested.https://www.youtube.com/watch?v=-BdbiZcNBXg
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures8 Reflections Rogerstalksaboutactivelisteningasgettinginsidethespeaker,tryingtograsporunderstandtheworldfromanotherpersonspointofview.Canyouthinkabouthowyoudothis?Ormaybeyourememberlasttimesomeonereallyactivelylistenedtoyou? .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. 2.2 Active listening cross-culturally Communicationstylesvaryacrosscultures.Thereisawholefieldofstudycalledcross-culturalcommunication(aswellasinter-culturalcommunication).Justputthosewordsinyoursearchengineandtherewillbeanexplosionoflinksonyourscreen.Willactivelistening,asoneoftheskillsofpersoncentredpractice,workacrossallculturesandsituations?Let's'test'oneelementfromthelistabove.Forexample,oneoftheactivelisteningtipsaboveistomakeeyecontact.Yet,manypeoplesaythatmenandwomencommunicatedifferentlyandthattheylistendifferently.Menaresaidtostandnexttoeachotherwithoutmucheyecontacttotalkaboutimportantthings,whilewomenaresaidtohavealotofeyecontactandfaceeachother.Manyofushavealsoheardthatlookingdirectlyintotheeyesofanelderisasignofdisrespectinmanycultures,includingmanyAboriginalandTorresStraitIslandercommunities,whileexactlytheoppositeistrueforothercultures.Inactivelylisteningtopeoplewhoaredifferentfromourselves,willweallhavetolearnabouthowactivelisteningworksindifferentcultures?Justthinkingaboutethnicityalone-therearepeoplefromover200differentcountrieslivinginAustraliaandthatisnottakingintoaccountallthedifferencesandchangeswithinthosecommunities.Andontopofthat,
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures9 wealsoknowthatnoculturalstereotypeistrueforallmembersofacommunity.Theaboveexamplesarenottrueforallmennorallwomen,norforallmembersofaparticularculturalgroup.Thereforespecificculturalknowledge,aboutactivelisteninginourcase,mayormaynotbeuseful,becauseitmayormaynotbeapplicableinaparticularsituationwithaparticularindividual.Wheretofromhereorisitalltoocomplicated?Belowafewwaystothinkthroughthis:2.2.1 1person,1community@atimeYoualreadyknowfromyourpersoncentredtraining,itisallabouttheindividual.Notwopeoplearethesame,eveniftheyhavethesamedisability,orthesamegenderorthesameethnicbackground.Itisalwaysonepersonatatime.It'sallabouttheindividual.2.2.2 KeeplisteningandlearningWhenthinkingaboutactivelistening,itisimportanttothinkofitjustasoneofyourskills.Oneskillwillneverworkinallsituations.Workingwithhumanbeingsisnotlikebeinganelectrician;wearenotwiredtostandardspecifications.Wecanuseactivelisteningandwecanalsolearnmoreaboutdifferentaspectsofcommunicatingasyouworkwithsomeonewhoisdifferentfromyou.2.2.3 UseyourotherpersoncentredpracticeskillsCarlRogersabovesaidactivelisteningistograspsomeone'smeaningfromtheirpointofview.Thismeansitistheroleofthelistenertotryandstepoutsidetheirownwayofseeingsomethingandtryingonsomeoneelse'sexperience.Werecommendthatyouhavealookattheotherworkbooksinthisseries,especiallyWorkbook1.1onempathyandWorkbook1onreflectivepractice.Toguideusinouractivelisteningskillsacrossdifferentcultures,thereisoneconceptorideathatisparticularlyusefulhere.Thisistheideaof-'unconditionalpositiveregard'.2.3 Unconditional Positive Regard WehavealreadymentionedCarlRogersabove.Hewasapsychologistwhointroducedtheideaofunconditionalpositiveregard.Hethoughtofitasanattitudetoadopt,anattitudethatstartsfromthebasicacceptanceandsupportofapersonregardlessofwhatthepersonsaysordoes.Ifyoustoptothinkaboutthis,itisaverypowerfulaction:
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures10 'Toacceptaperson,regardlessofwhattheyhavesaidordone.'Unconditionalpositiveregardisnotunconditionallove,infact,youreallydonothavetolovetheotherperson,youmightnotevenlikethem,butyouacceptandsupportthem.Rogerswasatherapistandhedevelopedatherapeuticapproachcalled'clientcentred'therapy.Thisworkbookisnotfortherapistsandyourworkwithpeoplewithdisabilityisnottherapy,butthatdoesnotmeanwecannotlearnfromwhathethoughtwereimportantelementsinpeople'becomingandbeing'.Especiallyassomuchofwhathetalkedaboutformsthebasisofourthinkinginpersoncentredapproaches.Rogersalsohasastrongfocusonempathy(anotherworkbookinthisseries)andhonesty(orcongruenceasRogerscallsit).Ifyoubringamindset,anattitude,ofunconditionalpositiveregardtoyouractivelistening,yourlisteningwillbecomemuchmoreopenandacceptingofwhateverapersontellsyou.Asyoubecomemoreopenandmoreacceptingyouwillalsobecomemorenoticingandwhileyoumaymakecross-culturalmistakes,thereisabetterchanceyounoticequickerandthenyoucanjustsayso"OhIjustnoticedthatmakingeye-contactmightnotbeappropriateinyourculture.Ifthat'sthecaseIapologise."Andthenyoumoveon.Comingfromapositionofunconditionalpositiveregard,yourwholewayofthinkingabouttheotherpersonisaboutacceptingthemwhotheyare(andtryingnottomakejudgementsaboutthem).Withamindsetofunconditionalpositiveregardyoucanpractisebeingmoreopenandlookingtowardsculturaldifferencesasanassetandadifferentwayofthinkingthatmightassistindoingyourworkalongsideanotherperson.Asyoupractiseyouractivelisteningwillbecomemorefocusedontheotherpersonandlessfocusedonyourinnerchatter("Whatinnerchatter?"youask?Well,theonethat'saskingthatquestionrightnow.)Video IfyouarenowmoreinterestedinRogersandwanttoknowmore,herealinktoaYoutubeclipcalled'RogersInTenMinutes"https://www.youtube.com/watch?v=QvejEpDRHmU
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures11 Reflections Whatdoyouthinkaboutbringinganunconditionalpositiveregardmindsettoyouractivelistening?Whatdoesittakeforyoutodothat?Aretherecircumstancesthatwillmakeiteasier/harderforyou? .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. Workbook Exercise Belowispartofacasestudyweintroducedinanotherworkbook.Canyouhavearead,andidentifyhowactivelisteningandhowanattitudeofunconditionalpositiveregardcouldhaveledtoadifferentoutcome? Case study4 Diana is a young woman from Chinese background with physical disability. She was born in Australia and speaks fluent English and Mandarin and speaks both languages equally at home. She lives with her mum who came to Australia as an adult and speaks little English. Her father passed away a couple of years ago. Diana made contact with a rehabilitation service to get some help with employment and specialist equipment. The first meeting with the case manager occurred at Diana's home. The case manager spent some time gathering background information about Diana's circumstances. Then she advised Diana about the need to be more independent and that she should start to plan towards moving out of 4CasestudiesusedwiththepermissionofDDAlliance(www.ddalliance.org.au)
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures12 Case study4 home. Throughout the conversation the case manager kept referring to Diana's mum as 'your carer' and suggested that she would appreciate 'having her own space'. A couple of days later Diana called the case manager and told her that she no longer required any service. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. ..............................................................................................................
Workbook1.2:ActiveListening-unconditionalpositiveregardacrosscultures©futuresUpfront|2016|PersonCentredPracticeAcrossCultures13 3. Conclusion Thisworkbookaimedtoassistyouinstrengtheningyouractivelisteningskillsandgiveyouanideaoftheconceptofunconditionalpositiveregardtohelpyoulistenwellcrossculturally.Youmayalsowanttohavealookatsomeoftheotherworkbooksrelatingspecificallyto"IndividualPractices-workingwithpeoplefromCALDbackgroundswithdisability"series.Reflections Whataresomeofthetakeawaymessagesfromthisworkbook?Aretherethingsyoudisagreewith?Wastheresomethingthatsurprisedyou? .............................................................................................................. .............................................................................................................. .............................................................................................................. .............................................................................................................. ..............................................................................................................
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