1. Reflective Listening Active Listening

2. 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

3. 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.

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

5. 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

6. 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.