Active listening (Non-verbal and Verbal signs of active listening)

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Active listening is a communication technique that requires the listener to be fully present, concentrate on, and understand what the speaker is saying, and then respond to show that the message has been both received and comprehended. It goes beyond simply hearing words by focusing on the speaker's meaning, intent, and emotions, using both verbal and non-verbal signals.

​The signs of active listening fall into two main categories:

​Non-Verbal Signs of Active Listening

​Non-verbal signs use body language and physical behavior to show engagement and interest.

  • ​Eye Contact: Maintaining appropriate, but not fixed or intimidating, eye contact with the speaker to show you are focused on them.

  • ​Posture: Leaning slightly toward the speaker (an "open" posture), avoiding crossed arms or legs, which can signal defensiveness or disinterest.

  • ​Nodding: Occasional, gentle nodding to acknowledge and affirm that you are following the speaker's points.

  • ​Facial Expressions: Using expressions (like small smiles or mirroring the speaker's emotional state) that are appropriate to the message being conveyed.

  • ​Avoiding Distraction: Refraining from looking at a phone, watch, or surrounding objects; remaining still and focused on the speaker.

​Verbal Signs of Active Listening

​Verbal signs use spoken words and vocalizations to provide feedback and encourage the speaker.

  • ​Minimal Encouragers: Short utterances that prompt the speaker to continue, such as:
    • ​"Mmm-hmm," "Ah," "Yes," or "I see."
    • ​"Go on."

  • ​Paraphrasing/Restating: Briefly restating the speaker's main points in your own words to check for accurate understanding and confirm the message.
    • ​Example: "So, what I'm hearing is that you are mainly concerned about the timeline."

  • ​Reflecting/Labeling Emotion: Identifying and naming the feelings the speaker seems to be conveying.
    • ​Example: "It sounds like you felt really frustrated when that happened."

  • ​Clarifying Questions: Asking specific, open-ended questions to gain more detail or clear up ambiguity.
    • ​Example: "Could you tell me more about the challenge you faced?" or "What do you mean by 'support'?"

  • ​Summarizing: Condensing the key facts and feelings at the end of a long discussion to ensure a shared understanding before moving on.

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