Active Listening 101 Successful support group leaders show concern and exhibit an openness that translates in person and over the phone. They are also familiar with and use active listening skills. Active listening skills let the program participants know you are listening and that they are understood. The following techniques can help you take what you heard and return it to program participants for confirmation.
Techniques used in active listening*
Statement
Purpose
To do this
Examples
"Can you tell me more?" "I'd like to hear more about that."
Shows interest, encourages the conversation
Don't agree or disagree; Use neutral words
Encouraging
Helps you better understand and get more information
"How did that happen/ work/come up?"
Ask questions
Clarifying
Shows you are listening and understanding properly; Checks your meaning and interpretation
"I thought I heard you say..." "So you would like to know more about coping strategies. Is that right?"
Restate basic ideas, facts
Restating
Shows that you understand how they feel
"You seem quite upset about..."
Reflect their basic feelings
Reflecting
Reviews progress; pulls important ideas, facts and feelings together
Restate the major ideas expressed, including feelings
"These seem to be the key ideas you have expressed..."
Summarizing
Acknowledge the value of their issues and feelings; Show appreciation for their efforts and actions Offers other opinions; Ask questions; Offer ideas or suggestions
"I think I understand why you would be confused." "You have every right to be angry/sad/disappointed."
Acknowledges the worthiness of the other person
Validating
Continues to develop the conversation
"Have you considered...?"
Building
* Revised and used with permission: Decker, Bert. The Art of Communicating: Achieving Interpersonal Impact in Business. Mississauga, Ontario: Crisp Publications 1988.
Support Group Leader Resource Guide | 19
Made with FlippingBook flipbook maker