Active Listening

Active Listening

There are a few but effective techniques used in being an active listener. These include
verbal and non-verbal techniques. These techniques show others that people are paying
attention to them and are interested in what they are saying.

Non-verbal techniques include:

• good eye contact
• facial expressions
• body language
• silence
• touching

Verbal techniques include:

• I’m “listening” cues
• disclosures
• validating statements
• statements of support
• reflection/ mirroring statements

It is very important to use “I-Messages” in a support group to convey one’s feelings to
the entire group. If feelings are not expressed, they are often disguised behind the
group. “I-Messages” also provide a preventative focus in that they keep undesirable
behaviors in check or they can insure that some things don’t happen or get carried
away. The use of “I-Messages” may also provide a soft mechanism for confrontation
and correction in that “I” is perceived as being softer than “you”.

Most of the messages sent to people about their behavior are “you” messages —
messages that are directed at the person. These have a high probability of putting
people down, making them feel guilty, and making them resistant to change. An “IMessage”
allows a person who is affected by another’s behavior to express the impact
it is having on him or her. This leaves the responsibility for modifying the behavior with
the person who demonstrated the behavior.

Active Listening
1. Setting the stage
• Chosse an appropriate physical environment
• Remove distractions
• Be open and accessible
• Listen with empathy

2. Insuring mutual understanding
• Reflect feelings
• Paraphrase main ideas
• Interrupt to clarify
• Corfirm next steps

3. Understanding body language
• Observe position and posturing
• Make eye contact
• Consider expression and gestures

4. Suspending judgment
• Concentrate
• Keep an open mind
• Hear the person out
\
“I-Messages” build relationships and do not place the sender in the position of enforcing
a new behavior. Many people have been taught to avoid “I” (as in I want or I would like),
so it is often difficult to use this method.

• Four Parts of an “I-Message”
• Specific behavior (“When you . . .”)
• Resulting feeling (“It . . .”)
• Effect (“I feel . . .”)
• Resolution (“So, would you . . .”)

Examples :
• Part 1: “When you cut me off . . .”
• Part 2: “It hurts my feelings . . .”
• Part 3: “I feel as though you don’t value my opinion,”
• Part 4: “So, would you please hear me out.” Since communication is the
exchange of ideas or feelings from one person to another, it implies that the
message has been heard.