Page 77 - Warwickers Communication Counts v2015
P. 77
‘Two ears and one mouth - use them in that proportion’ 77 COMMUNICATION SKILLS LISTEN
Listen more than you speak.
DEVELOP THE
SKILL OF
ACTIVELY LISTENING
1. Value the speaker – respect their position and be patient.
2. Actively listen for the content of the message.
3. Communication takes place when information passes from a source to a receiver. If you
spend all of your listening time planning how to zing the other party, then, when they
finally stop talking, you haven’t heard them.
4. Show that you are listening – look at the person speaking, give them your full
attention. Resist distractions even when other things are going on in the room.
5. Listen to the FACTS that people are saying at different levels to the FEELINGS they are
expressing and to the INTENTIONS which may be hidden amongst their words.
6. Note the speaker cues – how it is said - verbal and non-verbal .
7. Listen to your client’s point of view with an open mind i.e. don’t find excuses to offer
others criticism/ feedback. Sometimes what they say is true but you don’t want to
listen. Put preconceived ideas aside.
8. Respond to the feelings of the speaker.
9. Listen to what is not said – listen between the lines. Ask clients to expand on their
statements by focussing on what has not been said.
10. Acknowledge information as you go along and ask questions.
11. Remember to summarise and reflect back what you have heard.
12. Check immediately if something is not clear.
13. Do not interrupt.
14. Do not rely on your memory so take good notes including key words and phrases.
• Man’s inability to communicate is a result of his failure to listen effectively
• Carl Rogers
Listen more than you speak.
DEVELOP THE
SKILL OF
ACTIVELY LISTENING
1. Value the speaker – respect their position and be patient.
2. Actively listen for the content of the message.
3. Communication takes place when information passes from a source to a receiver. If you
spend all of your listening time planning how to zing the other party, then, when they
finally stop talking, you haven’t heard them.
4. Show that you are listening – look at the person speaking, give them your full
attention. Resist distractions even when other things are going on in the room.
5. Listen to the FACTS that people are saying at different levels to the FEELINGS they are
expressing and to the INTENTIONS which may be hidden amongst their words.
6. Note the speaker cues – how it is said - verbal and non-verbal .
7. Listen to your client’s point of view with an open mind i.e. don’t find excuses to offer
others criticism/ feedback. Sometimes what they say is true but you don’t want to
listen. Put preconceived ideas aside.
8. Respond to the feelings of the speaker.
9. Listen to what is not said – listen between the lines. Ask clients to expand on their
statements by focussing on what has not been said.
10. Acknowledge information as you go along and ask questions.
11. Remember to summarise and reflect back what you have heard.
12. Check immediately if something is not clear.
13. Do not interrupt.
14. Do not rely on your memory so take good notes including key words and phrases.
• Man’s inability to communicate is a result of his failure to listen effectively
• Carl Rogers
