Page 12 - Door Supervision Training Booklet

said is a sure way to jumping to a hasty conclusion, and consequently to taking the wrong course of action.
Active listening involves being open and unbiased as to what you are being told, listening properly to what is being said, interpreting and understanding what has been said, and then taking the appropriate action.
Be aware also that drunk, angry or distressed people often say things that they do not really mean, so supervisors sometimes have to try to ignore any insults or criticisms that are thrown at them, and try to concentrate on the real meaning behind what the person is trying to say.
If you cannot understand exactly what someone is trying to say to you do not pretend that you have. Ask questions of them until you fully understand what their problem is. Try to acknowledge their point of view, even if you do not agree with it. Supervisors need to fully understand what a problem is before they can even start to try to resolve it.
A good listener does: -
• Make supportive eye contact
• Show interest
• Use encouraging body language
• Reassure the other person
• Be patient
• Repeat key words
• Make sure that unclear points are clarified
• Ask open-ended questions
• Repeat the other person's view to clarify it
• Ensure that everyone who wants to has a chance to speak
A good listener does not: -
• Appear bored, impatient or hostile
• Talk down to the other person
• Disbelieve, make light of or ridicule the other person
• Make distracting gestures
• Talk too much
• Interrupt
• Fill a silence too quickly
• Jump to the wrong conclusions before the speaker has finished
• Seem to favour one or two members of the group
• Show that you are judging the other person
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