ACTIVE LISTENING

ACTIVE LISTENING

1. THROUGH...

   • verbal messages
   • voice messages
     • V.A.P.E.R.
       • volume
       • articulation
       • pitch
       • emphasis
       • rate
   • body messages
     • gaze
     • eye contact
     • facial expression
     • posture
     • gestures
     • physical proximity
     • clothes & grooming
     • touch messages
       • what, how, where you touch
       • how gentle you are
       • whether you have the other's permission
     • action messages
       • when you are not face to face

2. REWARDS

   • establishes RAPPORT
   • establishes TRUST
     • "a firm belief in the HONESTY, INTEGRITY and RELIABILITY of another"
     • bridging differences
     • helping clients to disclose
     • helping clients to experience feelings
     • gathering information
     • helping clients to assume responsibility

3. BASIC SKILLS

   • an attitude of respect and acceptance
     • as a separate, valuable, and unique human being
     • this doesn't mean you have to agree
       • but you are secure enough in yourself to respect what they say as their version of reality
   • being fully present
     • body
     • thoughts
     • senses
     • emotions
     • being psychologically present
       • taking down defences to allow client's experience to affect you
       • accepting client and yourself
   • removing barriers and filters that prevent you hearing
     • prejudices
     • unfinished busines
     • anxiety triggered by clients
     • professional facade
     • emotional exhaustion
     • insufficient admin support
     • physical barriers
     • environmental distractions

4. MEANS...

   • not only understanding a speaker's communications but also showing that you have understood
     • involves both sending and receiving messages