Active Listening

Delegates who are looking to improve communication and interpersonal skills in their working environment

1. Difference between “Actual” and “Active” Listening:
   • Actual Listening: Actual listening is the basic act of perceiving sounds and words without necessarily engaging in understanding or processing the message. It’s passive and involves merely hearing the words being spoken.
   • Active Listening: Active listening, on the other hand, goes beyond mere hearing. It involves focused attention, comprehension, interpretation, and response. Active listeners not only hear the words but also seek to understand the speaker’s perspective, feelings, and intentions. They provide feedback, ask clarifying questions, and use nonverbal cues to demonstrate their engagement.
2. Demonstrate “Active Listening Skills”: Active listening is a valuable skill in effective communication. To demonstrate active listening skills, consider the following:
   • Maintain eye contact with the speaker to show attentiveness.
   • Use verbal affirmations like “I see,” “I understand,” or “Tell me more” to encourage the speaker.
   • Avoid interrupting and let the speaker finish their thoughts before responding.
   • Ask open-ended questions to elicit more information and promote deeper discussion.
   • Reflect on what the speaker has said by summarizing or paraphrasing their words.
   • Show empathy and understanding by acknowledging the speaker’s emotions and experiences.
3. Appreciate the Role of Listening in Effective Communication: Listening is the foundation of effective communication. It:
   • Fosters mutual understanding and trust.
   • Reduces misunderstandings and conflicts.
   • Enhances problem-solving and decision-making.
   • Strengthens relationships, both personally and professionally.
   • Demonstrates respect and value for others’ perspectives.
4. Develop a Personal Action Plan to Improve Listening Skills: To improve your listening skills, consider creating a personal action plan:
   • Self-assessment: Reflect on your current listening habits and identify areas for improvement.
   • Set goals: Establish specific, measurable goals for enhancing your listening skills.
   • Practice active listening: Actively engage in conversations, employ the techniques mentioned earlier, and seek feedback from others.
   • Minimize distractions: Create a conducive environment for listening by reducing distractions such as phones or background noise.
   • Continuous learning: Read books or attend workshops on active listening to refine your skills.
   • Feedback loop: Regularly ask for feedback from colleagues, friends, or mentors to track your progress.

1. The “Internal” and “External” Aspects of Listening: Listening involves both internal and external aspects. Internal listening refers to your mental processing and comprehension of the information received, while external listening relates to the physical act of paying attention to the speaker, such as making eye contact and providing verbal feedback.
2. The Importance of Non-verbal Communication: Nonverbal communication includes gestures, body language, facial expressions, and tone of voice. It plays a crucial role in conveying emotions, intentions, and attitudes during a conversation. Effective listeners pay close attention to nonverbal cues to gain a more complete understanding of the message being conveyed.
3. “Actual” and “Active” Listening: “Actual” listening refers to simply hearing the words spoken without necessarily processing or understanding their meaning. In contrast, “active” listening involves a more engaged and focused approach, where the listener not only hears the words but also comprehends, analyses, and responds appropriately to the speaker.
4. Barriers to Listening: There are various barriers to effective listening, including distractions, preconceived notions or biases, lack of interest, and personal concerns. Identifying and overcoming these barriers is essential for becoming a better listener.
5. The Impact of Behaviour on Listening: An individual’s behaviour, including their level of attentiveness, courtesy, and receptiveness, greatly influences the quality of their listening. Being respectful, empathetic, and open-minded in your behaviour can significantly enhance your ability to listen effectively.