Intro
Part A
Listening
Part B
Body Language
Part C
Verbal Communication
Part D
Problem Solving
Effective Words
Communicating With Parents
Electronic Communication
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Part A: 9 Keys to Effective Listening
- Attitude: Our attitude affects how we hear things. Defensive
people look for the hidden message. If we are on the offensive, we will be spoiling for a
fight. Examine your own attitude and make any needed adjustments.
- Stereotyping: We fit what we hear into our own prejudged images.
Making assumptions based on someone's appearance or behavior clouds how we hear them. Ready
yourself to listen with an open mind.
- Attention: Respectful listening requires
undivided attention. Stop whatever you are doing. Move to a quiet place with no
distractions and do not interrupt the person speaking.
- Venting: Allow an upset person to vent,
telling when it started, how it developed and how they feel about it.
- Compassion: Have compassion for the other
person's experience. Sincerely show your concern. Be empathetic and acknowledge
their feelings. Example: "I hear in your voice how frustrated you feel."
- Question: Asking appropriate questions
shows that you are listening and committed to solving any problems.
- Paraphrase: Start out your own comments by
paraphrasing what was said. Example: "Let me see if I
fully understand the situation. You are upset because----." Paraphrasing lets the
other person know that you were listening and confirms that you heard correctly. It also
gives you an opportunity to organize your thoughts before you speak.
- Respect: Mutual respect is critical
to all facets of effective communication. By respecting others you earn their respect.
When you implement the Keys to Effective Listening you are respectfully listening.
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