1. Active Listening Encourage Show verbal or nonverbal signs of interest.
Why?
To convey interest and to encourage the person to continue talking.

2. 2. Clarify
“to free from confusion”
Why?
To gather more informations.
To check out accuracy of what you have heard.

3. 3. Restate
To repeat in your words the main facts and issues.
Why?
To show you have heard and understood.
To check the meaning and interpretation of what you have heard.
To help disputants focus on the content of what has been said.

4. 4. Reflect
To feed back the emotional part of the message.
Why?
To show you understand the feelings behind what is being expressed.
To help the person evaluate and understand his/her own feelings.

5. 5. Summarize
To make concise statements that capture the essence of each viewpoint.
Why?
To review progress.
To pull together important issues and feelings.
To identify common ground.
To get back on track.

6. 6. Validate
To acknowledge a person’s worth, efforts and feelings.
Why?
Acknowledge the value of their issues and feelings.
Show appreciation for their effords and actions.