GUIDELINES TO NRDC feb 24 2014

Active ListeningIntroductionDefinitionResponsesThis map describes appropriate responses that promote active listening.Active listening is two-way listening (and watching). People engage indialogue through body language and appropriate responses.To listen actively, use responses to clarify meaning and promote dialogue.Ways to respond:• Paraphrase.• Use leading statements.• Ask questions.• Summari ze.• Inter pr et.• I nform.ParaphraseUse leadingstatementsAsk questionsParaphrasing is a restatement of the speaker's words in your words.Use paraphrases toExamplesx Avoid confusion.x It sounds like . . .x Bring out speaker's intent.x Let me see if I heard you right . . .x Confirm understanding.x Are you saying that . . .x See situation as speaker sees it. x In other words, what you mean is . . .Caution: Don't add new information--may cause confusion.Use leading statements to draw out the respondent.Use leading statements toExamplesx Keep the person talking.x Tell me more.x Clarify an explanation.x Uh-huh, I see.x Reveal feelings.x Please explain that further.Ask questions to fill information voids and gather new information.Ask questions toExamplesx Show interest.x What would you like to see happen?x Encourage more explanation. x How did things get to be like this?x Guide discussion.x What do you think the problem is?x Confirm understanding.x What do you recommend?NRDC GRC – Staff Handbook 6-7