TEchNOLOGy TRaNSFER MODEL - Javna agencija

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BUSINESS CULTURE
3.8.1. Active listening
When we, as facilitators, listen actively, the person who is speaking gets a feeling that we really pay attention to her. This can be
considered as an expression of commitment to interpersonal relationship and has even got a therapeutic influence. Active listening
also enables higher level of understanding, that’s why it is an obligatory part of any group learning. Namely, it renders interpersonal
relationships ant therefore a facilitation process possible. Active listening includes the following activities: checking message clarity;
checking accuracy and precision; asking open-ended questions: what, who, where, when, how; understanding person’s emotions;
checking with summarization or paraphrasing; delayed affirmation; door opener.
Communication is a process of transmitting and receiving messages where the messages are being transmitted and received on
the basis of verbal, para-verbal and non verbal level. Para-verbal level includes voice with all its characteristics (intensity, rhythm,
colour, speed, register, intonation, breaks), while non verbal includes mimics, arm motions, posture, body movements, walking and
eye contact. Namely, the following belief is incorrect, that most of the meaning is transferred by words. Researches have indicated
that words carry only 7% of the entire meaning, 55% of the meaning is determined by our body language, and 38% with the colour,
height and rhythm of our voice (Ferris, Mehrabian, 1967). However, we have to be aware this is even truer when the speaker is not
congruent. It is also true that whatever we hear (content) we compare with what we see (non-verbal language)
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