Suggested Phases of Active Listening

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Virginia Adult Learning Resource Center 2003 1-800-237-0178 Suggested Phrases to Demonstrate Active Listening Statement Type Purpose(s) To do this Examples ENCOURAGING To convey interest and encourage the other person to keep talking Don't agree or disagree; Use neutral words; Use varying voice intonations "Can you tell me more..." CLARIFYING To help you clarify what is said To get more information Ask questions; Restate wrong interpretation to force speaker to explain further “Are you saying ...?” ”Would you say more about that?” ”What does that look like?” RESTATING To show you are listening & understanding what is being said To check your meaning & interpretation Restate basic ideas, facts "I thought I heard you say..." "So you would like to know more about reading strategies. Is that right?" "We may need to check this out further..." REFLECTING (verbal) To show that you understand how the other person feels Reflect the speaker's basic feelings “You seem quite passionate about this idea."

Transcript of Suggested Phases of Active Listening

Page 1: Suggested Phases of Active Listening

Virginia Adult Learning Resource Center 2003 1-800-237-0178

Suggested Phrases to Demonstrate Active Listening

Statement Type Purpose(s) To do this Examples

ENCOURAGING To convey interest and encourage the other person to keep talking

Don't agree or disagree; Use neutral words; Use varying voice intonations

"Can you tell me more..."

CLARIFYING To help you clarify what is said To get more information

Ask questions; Restate wrong interpretation to force speaker to explain further

“Are you saying ...?” ”Would you say more about that?” ”What does that look like?”

RESTATING To show you are listening & understanding whatis being said To check your meaning & interpretation

Restate basic ideas, facts "I thought I heard you say..." "So you would like to know more about reading strategies. Is that right?" "We may need to check this out further..."

REFLECTING (verbal)

To show that you understand how the other person feels

Reflect the speaker's basic feelings

“You seem quite passionate about this idea."

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Virginia Adult Learning Resource Center 2003 1-800-237-0178

SUMMARIZING To review progress;To pull important ideas, facts, & feelings together; To establish as basis for further discussion

Restate major ideas expressed including feelings

"These seem to be the key ideas you have expressed..." ”What I hear you saying is ...” ”Is it about ...?” ”Let me make sure I understand you ...”

VALIDATING To acknowledge the worthiness of the other person

Acknowledge the value of their issues & feelings; Show appreciation for their efforts & actions

"We appreciation your willingness to delve into this difficult issue." "I think I understand why you'd be confused."

BUILDING To help build & continue the discussion To offer other opinions

Ask questions; Offer ideas or suggestions

"Have you considered..."

REFLECTING (nonverbal)

To convey the speaker's nonverbal message To clarify the message of the nonverbal message

Verbalize the speaker's body language &/or facial expression

"I've just been noticing that when you talk about your conclusions, you smile. That makes me think you're comfortable with the direction."

Source: Bert Decker, The Art of Communicating, Crisp Publications, 1988.


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