Reflective Listening Active Listening

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Presentation transcript:

Reflective Listening Active Listening

What it does Used to help the speaker deal with a problem (rapport talk) The capacity for self-insight, problem-solving resides in the speaker

Components Empathy Acceptance Congruence Concreteness Desire and effort to understand the recipient and their state of mind Acceptance Respect for the person, listener avoids agreement/disagreement Congruence Open, frank, candor, admits to feelings Concreteness Focus on specifics, not generalities. Ask about specific incidents.

Respond… To feelings, not just content; to negative, ambivalent feelings.

1. Repeating or rephrasing – listener repeats or substitutes synonyms or phrases; stays close to what the speaker has said 2. Paraphrasing – listener makes a major restatement in which the speaker’s meaning is inferred 3. Reflection of feeling – listener emphasizes emotional aspects of communication through feeling statements – deepest form of listening

Principles of reflective listening. More listening than talking Responding to what is personal rather than to what is impersonal, distant, or abstract. Restating and clarifying what the other has said, not asking questions or telling what the listener feels, believes, or wants. Trying to understand the feelings contained in what the other is saying, not just the facts or ideas. Working to develop the best possible sense of the other's frame of reference while avoiding the temptation to respond from the listener's frame of reference. Responding with acceptance and empathy, not with indifference, cold objectivity, or fake concern.