Listening skills - active listening

• A certain amount of improvement can be made by improving passive listening - paying attention, blocking out distractions, focusing on what the person is saying, taking notes, summarizing, etc.
• But active listening is more powerful, as you are more actively engaged in a two-way dialogue.
• Active listening is a way of probing, supportively to draw out the other person further.
• To listen actively, use prompts or questions such as the following:
  • I see.
  • Interesting, tell me more.
  • Uh huh.
  • Remaining silent.
  • Then what happened?
  • How did you feel about that?
  • Let me see if I understand you? Then summarize.
  • What did you do next?
  • Anything else?
  • What was your rationale?
  • What options did you face?
• Some of these questions help you get the facts, to understand what happened and how someone felt about a situation. But you can use this technique to focus on the future and on solutions. A solution focus is best carried through by asking questions around what solutions the other person would like to see happen rather than proposing your own solutions. Ask questions such as:
  • What options do you see to solve this issue?
  • What is your preferred option?
  • What are the pros and cons of this option?
  • What would you gain? Potentially lose by this option?
  • What obstacles do you forsee?
  • How might you surmount those obstacles?
• Asking such questions is a powerful way of listening because you are asking for the other person's solutions, thereby showing respect for their needs and opinions, a strong way of showing empathy.
• Click here for more on using questions to facilitate better listening and shared ownership.