Page 33 - FLL Virtual Binder 2018

To listen well takes effort, energy and focus. Climbing the ladder of listening will help create an effective listener. Effective listeners learn to concentrate on what is being said and to identify what is important by using the six rungs of listening:
Discriminativ e
Comprehensiv e
Active Listening- - The How To
Ladder of Listening
• Attending
– Providing your undivided physical attention
– Focusing on verbal and nonverbal messages
Empathic
• Reflecting
– Re-stating the speaker’s views in terms of content and feelings
– Paraphrasing, mirroring, summarizing
• Probing
– Questioning that invites the other person to provide more information
– Verbal and nonverbal messages that encourage the speaker to
continue
Appreciative
Critical
Constructiv e
Listens for meaning in message
Values content
Asks questions, extends dialogue
Listens for speaker’s motive/feeling s
Values analysis, evaluation
Actively agrees/ disagrees
Listens for inspiration, humour
Values entertainment , overall impression
Responds to colour, rhythm, language
Listens for feelings & emotions
Values acceptance , learning
Offers support, actively shows interest
Listens for key points
Values relationships among ideas
Summarizes & restates message
Listens for main message
Values distraction-free environment
Remembers speaker’s voice, behaviour
Front Line Leadership Module: Communicate to Lead
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