Professional Documents
Culture Documents
Active Listening
Essential Tools for the
Community Ambassador
Learning Objectives
Understand the definition of communication
and its components
Identify the elements of the listening process
Participate in identifying cultural and
generational issues in communication
Define Active Listening
Understand how to create positive settings
for improved communication
Learn the different types of responses
utilized in active listening
Participate in an active listening exercise
Defining Communication
Communication occurs whenever
one person sends a message to
another person.
The message may be either
verbal, nonverbal or both.
Elements in the
Listening Process
Hearing
Attending
Understanding
Nonverbal communication
Personal space,
Facial expression,
Display rules cultural rules that govern
how emotions are expressed,
Eye contact and gaze,
Body language,
Touch, and
Paralanguage which includes loudness,
intensity, speed and rhythm of speech
Nonverbal communication
is important because
Active Listening
Listening carefully
Attending to the nonverbal cues and
underlying messages
Listening to the context of peoples lives
Not interrupting people
Using words and body language to convey a
genuine attempt to understand what people
are saying and their experience.
Responding to words and feelings being
express to help people increase an
understanding of their needs and experience.
people
Practice withholding judgment,
Strive for honesty in communicating
to others,
Accept and respond to what is being
communicated
Types of Responses
in Active Listening
Restating
Summarizing
Minimal encouragers
Reflecting
Giving feedback
Emotion labeling
Probing
Types of Responses
in Active Listening
Validation
Effective pause
Silence
I messages
Redirecting
Consequences
Communication Blockers
Why questions
Quick reassurance
Advising
Forcing someone to talk
Patronizing
Preaching
Interrupting
Caution:
Caution: