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StatPearls [Internet]. Treasure Island (FL): StatPearls Publishing; 2024 Jan-.

StatPearls [Internet].

Active listening.

Karie Tennant ; Ashley Long ; Tammy J. Toney-Butler .

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Last Update: September 13, 2023 .

• Introduction

Active listening is a fundamental aspect of professional interaction, and mastery requires cultivating deliberate practice. Communication is characterized by an exchange in which one party, the sender, transmits information via verbal, written, or nonverbal means to another party, the receiver. In active listening, it is critical that the receiver acknowledges receipt of the information and provides feedback to the sender to ensure mutual understanding. The ability to communicate effectively is not innate; it is a learned skill that requires ongoing practice and refinement. This proficiency underpins teamwork and builds strong patient relationships, vital for positive healthcare outcomes. Effective communication promotes problem-solving efficacy within teams and significantly reduces the likelihood of errors.

Many professionals underestimate the challenges of maintaining clear communication in a demanding healthcare environment. This misjudgment often amplifies stress in the workplace. For instance, in the operating room, where everyone is task-focused and striving for positive patient outcomes, responses to queries can be curtailed due to time pressures. Such abbreviated communication can lead to misinterpretations, which may increase team stress. Therefore, despite time constraints, striving for clarity and completeness in communication is essential for minimizing misunderstandings and enhancing overall team performance. [1]

Upon receiving transmitted information (including sentiments or concepts) from the sender, the receiver's role extends beyond a mere acknowledgment of receipt. The conveyed information, which may be interpreted as either positive or negative, holds the potential to influence the sender's desired outcome. For effective communication, the receiver must provide feedback to the sender. Feedback encompasses an acknowledgment from the receiver coupled with a recapitulation of their understanding of the sender's message. This allows the sender to confirm the accuracy of the received message or offer a restatement for better clarity. This process allows the receiver to seek further clarification through questions, facilitating a better grasp of the message.

Significantly, this communicative clarification process does not consume additional time or detract from the tasks. On the contrary, it improves patient care by incorporating improvisational elements into communication. [2] Simultaneously, understanding the impact of attention-engaging listening tasks on auditory-motor integration is beneficial. [3]  The interaction between physician empathy and breaking terrible news significantly affects patient outcomes, and the timing of these interactions may influence the survival rate among lung cancer and pleural mesothelioma patients. Thus, the receiver's empathetic response and accurate understanding are critical factors in communication, particularly in healthcare settings. [4]

• Issues of Concern

Several factors can obstruct effective 2-way communication, which is crucial for active listening. The sender's message delivery mode is as significant as the content of the message itself. Misinterpretation of message tone is common, hence necessitating a feedback mechanism. Verbal communication, whether written or spoken, carries an implicit tone that can significantly affect the receiver's understanding of the message. This dynamic can give rise to conflicts in various contexts, including workplaces and patient-care settings. For instance, responses must be concise and precise in an operating room. The tone accompanying the information delivery also plays a critical role; underlying emotions or attitudes conveyed in the sender's words could lead to misunderstandings and communication breakdowns. The written form of verbal communication may, at times, foster negative emotions due to an assumed tone, contrasting face-to-face exchanges that tend to be more direct. Misinterpretation of tone from written words is frequent, especially in surgical environments. Being detail-focused and task-oriented, surgical teams often state their messages by conveying specific information. As a result, pleasantries are frequently omitted, contributing to potential misunderstandings. [5] [6]

Nonverbal communication constitutes a significant component of interaction, encompassing body language, touch, and periods of silence. The communicator and the recipient exhibit body language, indicating positive engagement or discomfort. A person's physical demeanor often reveals their genuine sentiments, even when these may contrast with their spoken words. Examples of body language include abrupt departures after information exchange, eye-rolling, sighing, shaking one's head, avoiding eye contact, placing hands on hips, or maintaining a rigid posture. These gestures may suggest a range of emotions, from indifference and disagreement to outright displeasure. Touch, another element of nonverbal communication, can serve as an expression of empathy or an attempt to exert dominance. While these gestures typically convey benevolent intent, their reception may vary based on individual comfort levels. It is paramount to respect personal boundaries for all team members and patients. Silence, often overlooked, can deliver a potent message. It may suggest thoughtful contemplation or profound shock, rendering an individual speechless. Providing the individual adequate time for processing the information and formulating a response is crucial during such instances. Periods of silence, commonly referred to as 'dead space,' do not necessarily require filling with inconsequential conversation.

• Clinical Significance

To provide effective feedback, one must first develop strong listening skills, facilitating a clear transmission of ideas from the sender. The following tips can aid in becoming a proficient listener:

• Concentrate on the sender. Give your full attention to the speaker and their message.
• Listen for the intended message. Rather than hearing what you want or expect, strive to understand the speaker's intended meaning.
• Refrain from premature judgment. Avoid making swift judgments if your relationship with the sender isn't robust. Observe their body language to gain insights into their attitudes toward the message.
• Reflect and paraphrase. Reiterate what you have understood in your own words. This demonstrates your engagement and confirms your comprehension.
• Ask for clarification. Do not hesitate to ask if any part of the message remains unclear. This will ensure accurate understanding and prevent miscommunication.
• Maintain focus. If the sender veers off-topic, gently steer the conversation back to the original issue or concern.
• Avoid distractions and assumptions. Stay focused on the sender's words rather than letting your thoughts wander or make unfounded assumptions.
• Listen fully before responding. Ensure you have heard and understood the entire message before responding. Active listening is a two-way process.

Active listening calls for full engagement. Both your colleagues and patients will highly value this enhanced communication tool.

• Enhancing Healthcare Team Outcomes

Cultural competence holds a pivotal position in healthcare and significantly influences the process of active listening. Interacting and effectively communicating with individuals from diverse cultures often necessitates modifying conventional communication techniques. Individuals from different cultures uphold unique norms, which may not align with those widely recognized within one's own country. Thus, it becomes imperative for healthcare professionals to participate in educational programs or informative sessions to broaden their understanding of the cultural nuances prevalent in the demographic regions they serve. To facilitate ongoing growth and understanding, these programs should provide continual learning opportunities and feature speakers from various ethnic backgrounds who can accurately represent their culture's distinct communication styles. [7] [8]

Interpreters play a critical role for patients facing language barriers, and their services significantly improve patient satisfaction. However, the power of active listening, which includes attentive body language and meaningful gestures, should not be underestimated. Despite language differences, these nonverbal cues can foster a robust connection within the patient-provider relationship. [9]  Individuals have an inherent right to uphold their cultural traditions, and they must receive respect for their unique identity. Investing in comprehensive training, knowledge acquisition, and increased cultural sensitivity can bolster teamwork and communication. These enhancements ultimately lead to superior patient outcomes. [10]

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Disclosure: Karie Tennant declares no relevant financial relationships with ineligible companies.

Disclosure: Ashley Long declares no relevant financial relationships with ineligible companies.

Disclosure: Tammy Toney-Butler declares no relevant financial relationships with ineligible companies.

This book is distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) ( http://creativecommons.org/licenses/by-nc-nd/4.0/ ), which permits others to distribute the work, provided that the article is not altered or used commercially. You are not required to obtain permission to distribute this article, provided that you credit the author and journal.

• Cite this Page Tennant K, Long A, Toney-Butler TJ. Active Listening. [Updated 2023 Sep 13]. In: StatPearls [Internet]. Treasure Island (FL): StatPearls Publishing; 2024 Jan-.

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What Is Active Listening?

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7 Active Listening Techniques For Better Communication

It's time to start having more intentional conversations

Arlin Cuncic, MA, is the author of The Anxiety Workbook and founder of the website About Social Anxiety. She has a Master's degree in clinical psychology.

Amy Morin, LCSW, is a psychotherapist and international bestselling author. Her books, including "13 Things Mentally Strong People Don't Do," have been translated into more than 40 languages. Her TEDx talk,  "The Secret of Becoming Mentally Strong," is one of the most viewed talks of all time.

• How to Improve

Active listening is a communication skill that involves going beyond simply hearing the words that another person speaks. It's about actively processing and seeking to understand the meaning and intent behind them. It requires being a mindful and focused participant in the communication process.

Active listening techniques include:

• Being fully present in the conversation
• Showing interest by practicing good eye contact
• Noticing (and using) non-verbal cues
• Asking open-ended questions to encourage further responses
• Paraphrasing and reflecting back what has been said
• Listening to understand rather than to respond
• Withholding judgment and advice

Sabrina Romanoff, PsyD explains, "Active listening requires de-centering from one’s fixed position to be fully present with another. It helps people feel more understood and strengthens relationships as it signals a willingness to sit with the other’s perspective and empathy for their situation instead of singular focus on oneself."

MStudioImages / Getty Images

In communication, active listening is important because it keeps you engaged with your conversation partner in a positive way. It also makes the other person feel heard and valued. This skill is the foundation of a successful conversation in any setting—whether at work, at home, or in social situations.

Romanoff continues, "Ultimately, it shows respect and value for the other person’s needs, concerns, and ideas as the listener is actively signaling the other person matters to them."

When you practice active listening, you are fully engaged and immersed in what the other person is saying.

7 Active Listening Techniques

The word "active" implies that you are taking some type of action when listening to others. This involves the use of certain strategies or techniques. Here are seven active listening techniques to consider.

1. Be Fully Present

Active listening requires being fully present in the conversation. This enables you to concentrate on what is being said. Being present involves listening with all your senses (sight, sound, etc.) and giving your full attention to the speaker.

"Being fully present involves the skill of tuning into the other person’s inner world while stepping away from your own. This is a power skill in deeply connecting and sitting with another’s emotions," says Romanoff.

To use this active listening technique effectively, put away your cell phone, ignore distractions, avoid daydreaming, and shut down your internal dialogue. Place your focus on your conversation partner and let everything else slip away.

2. Pay Attention to Non-Verbal Cues

As much as 65% of a person's communication is unspoken. Paying attention to these nonverbal cues can tell you a lot about the person and what they are trying to say. If they talk fast, for instance, this could be a sign that they are nervous or anxious. If they talk slowly, they may be tired or trying to carefully choose their words.

During active listening, your non-verbal behaviors are just as important. To show the person you're truly tuned in, use open, non-threatening body language. This involves not folding your arms, smiling while listening, leaning in, and nodding at key junctures.

It can also be helpful to pay attention to your facial expressions when active listening so that you don't convey any type of negative response.

3. Keep Good Eye Contact

When engaged in active listening, making eye contact is especially important. This tells the other person that you are present and listening to what they say. It also shows that you aren't distracted by anything else around you.

At the same time, you don't want to use so much eye contact that the conversation feels weird. To keep this from happening, follow the 50/70 rule. This involves maintaining eye contact for 50% to 70% of the time spent listening, holding the contact for four to five seconds before briefly looking away.

4. Ask Open-Ended Questions

Asking "yes or no" questions often produce dead-end answers. This isn't helpful during active listening as it keeps the conversation from flowing. It also makes it difficult to truly listen to the other person because there isn't much you can gain from a short, non-descriptive response.

Instead, ask open-ended questions to show that you are interested in the conversation and the other person. Examples of open-ended questions you may use when active listening include:

• Can you tell me a bit more about that?
• What did you think about that?
• What do you think is the best path moving forward?
• How do you think you could have responded differently?

The key to open-ended questions is to have a framework of curiosity about the other person. It signals genuine interest – making the other person feel valued and enables you to better understand them," adds Romanoff.

Open-ended questions encourage thoughtful, expansive responses, which is why they are often used by mental health therapists.

5. Reflect What You Hear

After the person has spoken, tell them what you heard. This active listening technique ensures that you've captured their thoughts, ideas, and/or emotions accurately. It also helps the other person feel validated and understood while keeping any potential miscommunications to a minimum.

One way to reflect what you've heard is to paraphrase. For example, you might say, "In other words, what you are saying is that you're frustrated" or "I'm hearing that you're frustrated about this situation." Summarize what you've heard and give the person the opportunity to say whether you've captured their meaning or intent.

If you'd like to better understand something the person has said, ask for clarification. But don't focus so much on insignificant details that you miss the big picture.

6, Be Patient

Patience is an important active listening technique because it allows the other person to speak without interruption. It also gives them the time to say what they are thinking without having to try to finish their sentences for them.

Being patient involves not trying to fill periods of silence with your own thoughts or stories. It also requires listening to understand, not to respond. That is, don't prepare a reply while the other person is still speaking. Also, don't change the subject too abruptly as this conveys boredom and impatience.

During active listening, you are there to act as a sounding board rather than to jump in with your own ideas and opinions about what is being said.

7, Withhold Judgment

Remaining neutral and non-judgmental in your responses enables the other person to feel comfortable with sharing their thoughts. It makes the conversation to a safe zone where they can trust that they won't be shamed, criticized, blamed, or otherwise negatively received.

Ways to be less judgmental when listening include:

• Expressing empathy for the person or their situation
• Learning more about different people and cultures
• Practicing acceptance of others
• Recognizing when you may be judging the other person, then stopping those thoughts

Active Listening Example

What does active listening look like? Here is an example of a conversation in which several different active listening techniques are used.

Lisa : I'm sorry to dump this on you, but I had a fight with my sister, and we haven't spoken since. I'm upset and don't know who to talk to.

Jodie : No problem! Tell me more about what happened. (open-ended question)

Lisa : Well, we were arguing about what to do for our parents' anniversary. I'm still so angry.

Jodie : Oh that's tough. You sound upset that you're not speaking because of it. (reflecting what was heard)

Lisa : Yes, she just makes me so angry. She assumed I would help her plan this elaborate party—I don't have time! It's like she couldn't see things from my perspective at all.

Jodie : Wow, that's too bad. How did that make you feel? (another open-ended question)

Lisa: Frustrated. Angry. Maybe a bit guilty that she had all these plans, and I was the one holding them back. Finally, I told her to do it without me. But that's not right, either.

Jodie : Sounds complicated. I bet you need some time to sort out how you feel about it. (withholding judgment)

Lisa : Yes, I guess I do. Thanks for listening—I just needed to vent.

Why Active Listening Is Important

Getting into the habit of active listening can have positive impacts in many key areas of your life. It can affect your relationships, your work, and your social interactions.

In Relationships

Active listening helps you better understand another person's point of view and respond with empathy. This is important in all types of healthy relationships , whether with a spouse, parent, child, another family member, or friend.

Being an active listener in your relationships involves recognizing that the conversation is more about the other person than about you. This is especially important when the other person is emotionally distressed.

Your ability to listen actively to a family member or friend who is going through a difficult time is a valuable communication skill. It helps keep you from offering opinions and solutions when the other person really just wants to be heard.

Active listening at work is particularly important if you are in a supervisory position or interact frequently with colleagues. It helps you understand problems and collaborate to develop solutions . It also showcases your patience, a valuable asset in the workplace.

In some cases, active listening while on the job can help improve workplace safety. For instance, if you are in the healthcare field, engaging in active listening can help reduce medical errors and prevent unintentional patient harm.

During Social Situations

Active listening techniques such as reflecting, asking open-ended questions, seeking clarification, and watching body language help you develop relationships when meeting new people . People who are active and empathic listeners are good at initiating and maintaining conversations.

Active listening helps others feel more emotionally supported. This can be beneficial when interacting with a person who has social anxiety . According to research, emotional support impacts the left dorsolateral prefrontal cortex of the brain, resulting in decreased feelings of distress for socially anxious individuals.

Press Play for Advice on Active Listening

Hosted by therapist Amy Morin, LCSW, this episode of The Verywell Mind Podcast shares the value of listening to others, featuring psychiatrist Mark Goulston.

Follow Now :  Apple Podcasts  /  Spotify  /  Google Podcasts  

Ways to Improve Active Listening

We've all been in situations where our "listeners" were distracted or disinterested. Or maybe you want to improve your own active listening skills so you don't do this to others.

Here are a few ways to be a better active listener yourself, or to encourage others to do the same:

• Encourage your own curiosity . The more curious you are about something, the easier it becomes to want to know more. This naturally causes you to ask more questions and to seek to understand, which are two of the core foundations of active listening in communication.
• Find a topic that interests you both . This works particularly well when engaging in small talk as you get to know one another. If you both have passion for the topic, it becomes easier to stay fully engaged in the conversation.
• Practice your active listening skills . Like with any skill, being good at active listening takes some practice. Be patient with yourself as you go through the learning process . Continuing to practice these skills may just inspire the person you're conversing with to do the same. By seeing you demonstrate active listening, they might become a better listener too.
• Understand when exiting the conversation is best . If you're talking with another person and they are clearly uninterested in the conversation, it may be best to end that conversation respectfully. This can help keep you from feeling annoyed and unheard.

If you find that you are having trouble with listening, you might benefit from professional treatment. Other options include engaging in social skills training or reading self-help books on interpersonal skills.

Keep in Mind

Active listening is an important social skill that has value in many different settings. Practice its many techniques often and it will become second nature. You'll start to ask open-ended questions and reflect what you've heard in your conversations without much (if any) thought.

"Ultimately, active listening helps the speaker feel more understood and heard—and helps the listener have more information and understanding. On both ends of active listening—people feel more connected and collaborative which is why it is such a vital tool when it comes to communication," says Romanoff.

If you find active listening techniques difficult, consider what might be getting in your way. Are you experiencing social anxiety during conversations or do you struggle with attention ? Getting help for these types of issues can help you improve your active listening skills, making you a better listener overall.

Frequently Asked Questions

Active listening helps you build trust and understand other people's situations and feelings. In turn, this empowers you to offer support and empathy. Unlike critical listening, active listening seeks to understand rather than reply. The goal is for the other person to be heard, validated, and inspired to solve their problems.

The three A's of active listening are attention, attitude, and adjustment. Attention entails being fully tuned in to the speaker's words and gestures. The proper attitude is one of positivity and open-mindedness. Adjustment is the ability to change your gestures, body language, and reactions as the speaker's story unfolds.

Reflection is the active listening technique that demonstrates that you understand and empathize with the person's feelings. In mirroring and summarizing what they've said, they feel heard and understood.

There are numerous ways to improve your active listening skills. One is to watch skilled interviewers on talk and news shows. Another is to research active listening techniques online and try them often in your everyday conversations, noting the speakers' reactions and looking for areas that need improvement.

Topornycky J, Golparian S. Balancing openness and interpretation in active listening . Collect Essays Learn Teach. 2016;9:175-184.

Pennsylvania Department of Health. Unit 6: Effective oral communication . FEMA Effective Communication .

Schulz J. Eye contact: Don't make these mistakes . Michigan State University, MSU Extension.

Dean M, Street Jr RL. A 3-stage model of patient-centered communication for addressing cancer patients' emotional distress . Patient Educ Counsel . 2014;94(2):143-148. doi:10.1016/j.pec.2013.09.025

Jahromi VK, Tabatabaee SS, Abdar ZE, Rajabi M. Active listening: The key of successful communication in hospital managers . Electron Physician . 2016;8(3):2123-2128. doi:10.19082/2123

Jones SM, Bodie GD, Hughes S. The impact of mindfulness on empathy, active listening, and perceived provisions of emotional support . Communic Res . 2016;46(6):838-865. doi:10.1177/0093650215626983

Nishiyama Y, Okamoto Y, Kunisato Y, et al. fMRI study of social anxiety during social ostracism with and without emotional support . PLoS One . 2015;10(5):e0127426. doi:10.1371/journal.pone.0127426

Colorado State University Global. What is active listening? 4 tips for improving communication skills .

Pennsylvania State University. Active listening . 

University of California, Berkeley. Active listening . Greater Good Science Center.

By Arlin Cuncic, MA Arlin Cuncic, MA, is the author of The Anxiety Workbook and founder of the website About Social Anxiety. She has a Master's degree in clinical psychology.

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Article • 7 min read

Active Listening

Hear what people are really saying.

By the Mind Tools Content Team

Key Takeaways:

• Listening well is a skill that you can learn.
• Good listening can help to improve relationships and make you more effective at work.
• "Active listening" is one way to listen better, by making a conscious effort to engage fully with what someone's saying, and to understand what they really mean.
• Five steps to active listening are: paying attention; showing that you're listening; providing feedback; deferring judgment; and responding appropriately.

Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness and on the quality of your relationships with other people.

For instance:

• We listen to obtain information.
• We listen to understand.
• We listen for enjoyment.
• We listen to learn.

Given all the listening that we do, you would think we'd be good at it! In fact, most of us are not, and research suggests that we only remember between 25 percent and 50 percent of what we hear, as described by Edgar Dale's Cone of Experience. [1]

That means that when you talk to your boss, colleagues, customers, or spouse for 10 minutes, they pay attention to less than half of the conversation.

Turn it around and it reveals that when you are receiving directions or being presented with information, you aren't hearing the whole message either. You hope the important parts are captured in your 25-50 percent, but what if they're not?

Clearly, listening is a skill that we can all benefit from improving.

Good communication skills require a high level of self-awareness . Understanding your own personal style of communicating will go a long way toward helping you to create good and lasting impressions with others.

What Is Active Listening?

The way to improve your listening skills is to practice "active listening." This is where you make a conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.

In order to do this, you must pay attention to the other person very carefully. You cannot allow yourself to become distracted by whatever else may be going on around you, or by forming counterarguments while the other person is still speaking. Nor can you allow yourself to get bored, and lose focus on what the other person is saying.

If you're finding it particularly difficult to concentrate on what someone is saying, try repeating their words mentally as they say them. This will reinforce their message and help you to stay focused.

To enhance your listening skills, you need to let the other person know that you are listening to what they're saying.

Acknowledgment can be something as simple as a nod of the head or a simple "uh huh." You aren't necessarily agreeing with the person, you are simply indicating that you are listening. Using body language and other signs to acknowledge you are listening can also help you to pay attention.

Try to respond to the speaker in a way that will encourage them to continue speaking, so that you can get the information that you need. While nodding and "uh huhing" says you're interested, an occasional question or comment to recap what has been said also communicates that you are listening and understanding the message.

The Benefits of Active Listening

To understand the importance of active listening, ask yourself if you've ever had a conversation when you wondered if the other person was listening to what you were saying. You wonder if your message is getting across, or if it's even worthwhile continuing to speak. It feels like talking to a brick wall and it's something you want to avoid.

By becoming a better listener, you can improve your productivity and your ability to influence, persuade, and negotiate. What's more, you'll avoid conflict and misunderstandings. All of these are necessary for workplace success!

Be aware that active listening can give others the impression that you agree with them even if you don't. It’s also important to avoid using active listening as a checklist of actions to follow, rather than really listening. It may help to practice Mindful Listening if you find that you lose focus regularly.

Top Tips for Active Listening

There are five key active listening techniques you can use to help you become a more effective listener:

1. Pay Attention

Give the speaker your undivided attention, and acknowledge the message. Recognize that non-verbal communication also "speaks" loudly.

• Look at the speaker directly.
• Put aside distracting thoughts.
• Don't mentally prepare a rebuttal!
• Avoid being distracted by environmental factors. For example, side conversations.
• "Listen" to the speaker's body language .

2. Show That You're Listening

Use your own body language and gestures to show that you are engaged.

• Nod occasionally.
• Smile and use other facial expressions.
• Make sure that your posture is open and interested.
• Encourage the speaker to continue with small verbal comments like yes, and "uh huh."

3. Provide Feedback

Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect on what is being said and to ask questions.

• Reflect on what has been said by paraphrasing. "What I'm hearing is... ," and "Sounds like you are saying... ," are great ways to reflect back.
• Ask questions to clarify certain points. "What do you mean when you say... ." "Is this what you mean?"
• Summarize the speaker's comments periodically.

If you find yourself responding emotionally to what someone says, say so. And ask for more information: "I may not be understanding you correctly, and I find myself taking what you said personally. What I thought you just said is XXX. Is that what you meant?"

4. Defer Judgment

Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message.

• Allow the speaker to finish each point before asking questions.
• Don't interrupt with counterarguments.

5. Respond Appropriately

Active listening is designed to encourage respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting them down.

• Be candid, open, and honest in your response.
• Assert your opinions respectfully.
• Treat the other person in a way that you think they would want to be treated.

Frequently Asked Questions

What are active listening skills.

Active listening skills include paying attention to what someone else is saying, showing that you're listening, giving feedback, refraining from judgment, and responding respectfully.

Why Is Active Listening Important in Communication?

Active listening helps you to avoid conflict and misunderstandings. It can positively impact your productivity and relationships. It's important for people to feel listened to when they're talking, and active listening ensures that this happens!

Is Active Listening Innate or Is It a Skill You Can Learn?

Active listening is a skill that you can learn and practice. As a first step, try out our tips in your next conversation.

Listening Skills Infographic

See Active Listening represented in our infographic: Listening Skills .

It takes a lot of concentration and determination to be an active listener. Old habits are hard to break, and if your listening skills are as bad as many people's are, then you'll need to do a lot of work to break these bad habits.

There are five key techniques you can use to develop your active listening skills:

• Pay attention.
• Show that you're listening.
• Provide feedback.
• Defer judgment.
• Respond appropriately.

Start using active listening techniques today to become a better communicator, improve your workplace productivity, and develop better relationships.

[1] Dale, E. (1947). "Audio-Visual Methods in Teaching," New York: The Dryden Press.

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strong listening skills are invaluable in both personal and professional contexts. They facilitate effective communication, foster understanding, and build stronger relationships. By actively listening, we demonstrate respect, empathy, and a willingness to truly comprehend others' perspectives. Developing and honing our listening skills can enhance our ability to collaborate, problem-solve, and connect with others on a deeper level. It is an ongoing process that requires practice, patience, and a commitment to continuous improvement. By prioritizing and cultivating our listening skills, we can become better communicators and contribute to more meaningful and fulfilling interactions in all aspects of our lives. It's crucial for students to prioritize self-care, seek support from university resources or counselling services, and maintain open communication with loved ones. Contact https://cosmoconsultants.in for stress-free study abroad process

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5 Research-Based Listening Skills Exercises

We hosted an EdWeb webinar to share how educators can teach listening skills to promote literacy, including five research-based listening skills exercises that work for all students.

Some of the practices are especially effective for English learners and students with learning differences. You can read our five listening skills exercises below, or click here to watch the webinar .

1. Pre-teaching vocabulary

Pre-teaching vocabulary is critical because it demystifies and familiarizes students with what will happen in a lesson. Research suggests that teachers should prioritize Tier 2 general academic and cross-disciplinary vocabulary words. When students are able to recognize and use words like “classify,” “layers,” or “emerge,” they can think deeply and speak clearly about the content they are learning. 

Teachers can use Listenwise’s 30- second Weird News stories to pre-teach Tier 2 vocabulary words through engaging texts. Weird News stories are current event podcasts about unusual occurrences. These stories include academic vocabulary words featured in the text. Those words are incorporated into the story’s accompanying comprehension and discussion questions. Teachers can focus on one or more of these featured words as appropriate for their particular students. We have found that this approach works especially well for elementary students and English learners. 

To learn more about using Weird News to pre-teach and highlight academic vocabulary, we suggest educators check our blog post featuring Listenwise user Abby Osborn, a K-4 English Language Development teacher, who has created a structured-retelling routine using Weird News in her classroom.

2. Activating prior knowledge and building background knowledge

Activating prior knowledge and building background knowledge are key to literacy and listening comprehension. Preparing students to understand and integrate new information can happen in many ways. Teachers link concepts to student’s individual backgrounds, connect new learning to past learning, and/or provide context to fill in knowledge gaps that students may have.

All of Listenwise’s standards-aligned lessons include “Before Listening” activities in the teacher’s guide as a resource to help teachers activate prior knowledge and build background knowledge. These listening skills exercises include questions questions to elicit what students know, as well as pictures of important people, places, or events from the audio story.

In this clip from the webinar, Laura Krenicki describes how she uses an anticipation guide graphic organizer before her students listen to a story on The Black Panther Movie to activate their prior knowledge and potential biases at the start of a geography unit on sub-Saharan Africa.

3. Teaching language and content together

Listening is an excellent way for students to build content knowledge as well as learning academic vocabulary. Additionally, it has been shown to increase motivation and engagement when language is connected to meaningful content. According to World-Class Instructional Design and Assessment (WIDA) frameworks:

“Multilingual learners develop content and language concurrently, with academic content as a context for language learning and language as a means for learning academic content.”

We encourage teachers to guide students in considering the purpose of language while listening to a content-focused story. The listening organizers included with standards-aligned-lessons help students focus on language in this way. In the EdWeb webinar, Krenicki references the lesson Homeland Security: Born out of 9/11 . A T-chart listening organizer for this lesson requires students to sort language for the purpose of an argument about the pros and cons of the topic.

4. Scaffolding instruction for listening

Using scaffolds helps students make sense of what they are learning. Scaffolds are flexible, so teachers can add more or remove them when necessary. Particular scaffolds may work better before, during, or after listening. Furthermore, they can also be used for whole-class, small groups, or individual student learning. A helpful instructional scaffolding strategy that teachers can use with Listenwise stories is a think-aloud. This exercise asks teachers to share with students what they are thinking as they listen, including noting language features like idioms. Listenwise includes scaffolds within the platform that can be used as listening skills exercises. Teachers can suggest students use the interactive transcript, the slowed-audio feature, and the texthelp toolbar. Teachers can also use Lexile listening measure filtering in choosing stories that match their students’ skills and needs.

5. Encouraging speaking practice and deepening comprehension

Listening helps to foster academic conversations. Speaking during a conversation requires many skills associated with listening well. Focusing on what is being said, nodding and verbal recognition, asking good questions, and building upon what others say are all important skills to learn.

There are many ways for teachers to incorporate planned speaking practice . Teachers can use Listenwise’s comprehension questions to give students quick opportunities to turn-and-talk to other students about what they have heard. Discussion themes provide topics for lengthier conversations that engage students in making connections and engage in critical thinking.

In this clip from the EdWeb webinar Krenicki explains a speaking practice routine that teachers can use to spark discussion with Listenwise’s Friday debate stories. By the end of the routine, students have spoken to their peers for multiple purposes and practiced speaking persuasively to their teacher.  

Do you use these or other listening skills exercises to support comprehension? We’d love to hear your thoughts. Tweet at us to share your comments!

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How to Practice Active Listening: 16 Examples & Techniques

Do you wonder if you could be better?

Good listeners can stay present and engaged with what is being said. This article will describe a listening technique called active listening. It’s useful in building therapeutic relationships and creating empathy.

You will learn the benefits of active listening and how it makes you a better communicator. And we will provide a list of the skills needed and techniques to learn exactly how to practice this. Finally, we’ll go over common pitfalls that keep us from being good listeners.

Before you continue, we thought you might like to download our three Positive Communication Exercises (PDF) for free . These science-based tools will help you and those you work with build better social skills and better connect with others.

This Article Contains:

What is active listening 3 principles, is it important in communication 4 benefits, active listening skills you can foster, 7 techniques to train your active listening skills, 3 counseling exercises & activities, 3 worksheets to practice active listening, questions to ask others: 3 examples, possible barriers & psychology tips to overcome them, 3 courses for training on effective communication, resources from positivepsychology.com, a take-home message.

Often, while we are listening, we are thinking of how we will respond. We might get distracted and miss some of what was said. We may not be paying much attention to the nonverbal communication cues of the speaker.

Active listening requires the listener to pay close attention to what is being communicated verbally and nonverbally. The listener is encouraged to interpret not only the content of what is being said, but also the emotions present and the body language.

In order to achieve this, the listener must be willing to devote energy to the task. They will need to have an excellent attention span and honed empathic abilities . Active listening has even been referred to as the “measurable dimension of empathy” (Olson & Iwasiw, 1987, p. 104).

There are three main components of successful active listening (Rogers & Farson, 1987):

• Listen for total meaning When someone is conveying a message, there are two meanings to gather: the content and the feeling or attitude underlying the message. An active listener is not only tuned in to the information conveyed, but also how it is conveyed and any nonverbal cues present.
• Respond to feelings After listening, when a response is appropriate, the listener should respond to the feeling of what was said. In this way, the speaker feels understood and empathy is established.
• Note all cues Nonverbal cues include tone of voice, facial or body expressions, and speed of speech. All of these taken together can convey a much deeper meaning than merely the content of what was said.

Carl Rogers’s take on active listening

Psychologists Carl Rogers and Richard Farson (1987) are responsible for defining the concept of active listening. They describe the skill as vitally important for effective communication. For Rogers, the ultimate goal of active listening was to foster positive change (Rogers & Farson, 1987). This change can occur in the context of a client/helper relationship or in the context of a group.

Rogers described three important principles in effective counseling: empathy, genuineness, and unconditional positive regard . Active listening is a tool that fosters and supports these principles.

Empathy is demonstrated in active listening by the listener reflecting the thoughts and feelings of the speaker. These thoughts and feelings are believed, supported, and respected. They are not dismissed or challenged.

Rogers stresses that in order to be successful in active listening, the listener must be authentic in their care. This reflects the principle of genuineness. Active listening can’t be faked.

Active listening requires true feelings of respect toward the individual speaking. The listener accepts and supports the speaker regardless of the content of their words. This illustrates the principle of unconditional positive regard.

It is also a skill that will benefit the listener in their life outside of work.

Whether at work or in casual conversation, active listening can provide a safe and empathetic space for a speaker, fostering feelings of trust.

Active listening in counseling

Active listening has been shown to be a vital skill in counseling. Empathy and empathic listening foster the therapeutic relationship , and the relationship between therapist and client has been shown to be the one of the most crucial and stable predictors of client success (Martin, Garske, & Davis, 2000).

Another benefit of learning active listening as a counselor is that it may increase self-efficacy . Levitt (2002) examined the impact of teaching active listening to counseling students and found that this skill created greater levels of confidence in the students and helped to reduce their anxiety as new counselors.

Active listening in the workplace

Kubota, Mishima, and Nagata (2004) examined the effects of an active listening training program on middle managers, finding positive results. In workplaces, a large portion of stress experienced by employees comes from interpersonal relationships.

The study showed that teaching managers who learned active listening skills were better able to support employees with mental health issues, providing a safe environment for them to share their difficulties without judgment. This led to calmer behaviors and more success (Kubota et al., 2004).

Can active listening skills even work through text conversations? Perhaps so. A unique and interesting study looked at the application of active listening to written communication online (Bauer & Figl, 2008). This case study was examining soft skills among computer science students and to see if active listening could come across in instant message conversations.

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Active listening requires a skill set that differs from typical everyday listening. Not only are you using the principles of empathy, genuineness, and unconditional positive regard, but you must also develop certain skillful ways of interacting.

It’s useful to begin with the body language of the listener (Robertson, 2005). How do you know when someone is listening to you? Maintaining eye contact and appropriate facial expressions is important to convey empathy and attention. As with all aspects of active listening, these indicators shouldn’t be forced or faked. They are simply a reflection of your genuine attentiveness.

It also helps to remove distractions from the environment. Depending on the context, you may desire to set up an environment that conveys peace and quiet. If you are in a public place, putting away distractions or moving to a quieter location can also be helpful.

Another skill is following (Robertson, 2005). To actively follow what the speaker is conveying, you allow space for them to speak, reducing or eliminating questions and giving space for silence .

In a non-active listening situation, there may be quick back and forth, many rapid questions, or people may talk over one another. With active listening, the speaker is given the time and space to speak as much as they want. And they are encouraged to continue.

A third skill is reflecting (Robertson, 2005). This is the skill of repeating what you heard the speaker say, but avoiding parroting it back verbatim. You are trying to capture the essence of what they said and reflect it back to them. You may also try to capture the feelings that are conveyed.

This is always done without expressing judgment and with the goal of understanding. It may even be useful to ask if you have it right before asking them to continue.

Each technique is listed with an example and an explanation of the use.

Use the below suggestions to help your clients improve their listening.

Practicing with a partner

For counselors in training, it is important to practice active listening with a partner. One partner shares a story of something emotional that happened, and the listener will practice the following techniques:

• Demonstrating listening through body language and nonverbal responses
• Reflecting back the content of what the partner shared
• Reflecting back the emotions that the partner shared

It’s important to check in with your partner after you’ve reflected to be sure that it’s accurate.

Mindful listening group practice

In many ways, active listening is a mindfulness practice. The listener is trying to stay focused on the present, with what is being shared. And they are working to accomplish this without judgment.

Here is an excellent activity to practice mindful listening in a group.

• Have the group sit in a circle.
• Offer an ice breaker question or prompt, such as something they are grateful for today.
• Rather than go around the circle, ask participants to share spontaneously when they feel ready.
• Invite them to notice if they are thinking about their answer, rather than listening.
• Ask them to be present with the person who is sharing.
• Challenge them to notice if they are uncomfortable with the silences.

Mindful listening alone

At any moment, you can drop in and practice mindful listening. Simply stop what you are doing, close your eyes, and try to see how many sounds you can hear around you and within you. Notice if there are judgments arising and try not to attach to them. Stay with the flow of sounds for as long as you can.

Listening Accurately

This worksheet offers a five-step process to improve your communication skills with another person. It would be a useful tool for working with couples or anyone who would like to hone their listening skills.

The five steps are:

• Step in their shoes.
• Fact-check your interpretation.
• Give your full attention.
• Clarify what they’ve said.
• Clarify what you’ve said.

500 Years Ago

This creative exercise helps both the listener and the speaker develop their empathy by imagining themselves in someone else’s place.

The listener is instructed to pretend that they have come from the past, 500 years ago. The speaker is trying to explain something to them and must use language that they can understand.

Using Small Rewards

In working to create a therapeutic alliance, nonverbal communication is key. This worksheet lists some “small rewards,” subtle but powerful nonverbal gestures that the therapist can use to let their client know that they hear them and are following along.

The worksheet invites the practitioner to listen to a five-minute segment of their session and see how often they were using these nonverbal cues. There is space to reflect on how better to incorporate them and consider why there may have been trouble.

How to actively listen to others – Scott Pierce

Active listening starts with refraining from questions. It’s important that the stage be set by allowing the speaker enough time and space to speak.

Start with reflection

Begin with reflections and try to capture the feeling of what was said. A reflection mirrors back what the person just said and tries to capture the meaning or the tone.

For example, let’s say a friend comes to you about a fight she had with her husband. She describes how the argument got heated, and they ended up sleeping separately. She is feeling worried about the state of their marriage.

A reflection restates what she said: “Things got really heated last night – so bad you didn’t even want to be in the same room.” Or “You’re feeling really worried because this fight felt so intense.”

The first example is a reflection of the content of what was shared. The second reflects the emotions. These types of reflections validate the speaker and help them feel heard and understood.

Asking questions

Only after reflection has been done will it be time to ask questions. The types of questions are important. The purpose of questions during active listening is to continue to move the individual toward self-discovery.

Open questions are vital for this step. Open questions can’t be answered with a simple yes or no. They invite introspection. Powerful questions stimulate curiosity in the listener and encourage conversation. They reveal underlying assumptions and invite creativity. They don’t change the subject or close down the conversation.

The point of an open-ended question as part of active listening is to learn more and continue to connect with the speaker. It is not to drive the conversation in a particular direction.

Here are three examples of closed questions vs open questions to ask, given the above situation. Remember, your friend just told you about a terrible fight that she had with her husband, and she is upset.

Closed question: “Did you make up?” Open question: “How are you feeling about the fight today?”

Closed question: “Did your kids hear you?” Open question: “How does it feel to share this with me? Have you thought about talking to anyone else?”

Closed question: “Are you going to leave him?” Open question: “What sorts of responses or solutions are you considering?”

You can see that the open questions invite conversation and show compassion , whereas the closed questions seem more like information gathering.

When practicing active listening, practitioners should also self-monitor for judgments that might come up while the person is speaking.

If these judgments aren’t monitored, they may cause criticizing, labeling, diagnosing, or even praising in a way that leads the speaker (Robertson, 2005).

The goal of active listening is to create a safe environment for the individual to speak freely. Any of these responses may lead to defensiveness, distrust, or shutting down.

Another barrier is suggesting solutions (Robertson, 2005). Although it may seem well meaning, the urge to suggest solutions often comes from a discomfort with what the speaker is saying. While it may seem supportive, it creates an imbalance of power in the dynamic. The speaker is left feeling unheard, and they are disempowered to create their own solutions.

A third barrier is avoiding what the person is sharing. This may manifest as diverting the conversation away, logically arguing, or even reassuring. Again, while reassurance seems comforting, it often shuts down or ends the conversation for the other person.

A wonderful example of the comparison of empathetic and other responses can be found in Brené Brown’s video below about sympathy versus empathy.

Active listening is a straightforward skill, and taking a short course is the perfect way to learn how to do it effectively. While it is possible to learn it simply by reading, it’s always helpful to see it in action and practice with other people.

If you are hoping to learn active listening to improve your workplace as a manager or a leader, these courses would be great for you.

Udemy offers thousands of short courses on everything from programming to cooking, and this course on active listening has over 10,000 downloads.

LinkedIn Learning offers courses for businesses, including one on effective listening . Your team can take a listening assessment, address challenges that they have, and learn effective listening behaviors.

A wonderful course for in-depth active listening training is offered by Voice of Health (VOH). VOH is an online peer-support community that offers free training for anyone interested.

17 Exercises To Develop Positive Communication

17 Positive Communication Exercises [PDFs] to help others develop communication skills for successful social interactions and positive, fulfilling relationships.

Created by Experts. 100% Science-based.

Our Positive Psychology Toolkit© has excellent resources for learning how to listen more effectively and empathetically. One such tool is the exercise Listening Without Trying to Solve .

This exercise is done with a group. Individuals are paired off with one person as the listener and one as the storyteller. Each listener is given a card with instructions, half are told to listen without trying to solve and half are told to try to solve the problem as best as they can. Each pair is given five minutes for the storyteller to share a problem.

After sharing, the group returns together and discusses how it felt to be on the receiving end of a person who is working hard to solve the problem vs someone who is fully listening and empathizing. This is a powerful activity to show the effectiveness of active listening.

This checklist is a helpful tool for practicing active listening techniques. The checklist lists the techniques and then asks the listener to check back to see if they successfully used each one. There is space to write what worked well, what was difficult, and how to better incorporate unused techniques.

If you’re looking for more science-based ways to help others communicate better, this collection contains 17 validated positive communication tools for practitioners. Use them to help others improve their communication skills and form deeper and more positive relationships.

Active listening is a skill that anyone can learn. It’s a vital tool for therapists and counselors to connect empathically with their clients. But it’s also useful for better communication with family, friends, and coworkers.

Practicing active listening can deepen connections in your relationships and help to create stronger and more lasting bonds. Try some of these exercises to improve your communication skills today.

We hope you enjoyed reading this article. Don’t forget to download our three Positive Communication Exercises (PDF) for free .

• Bauer, C., & Figl, K. (2008). ‘Active listening’ in written online communication-a case study in a course on ‘soft skills’ for computer scientists. In 2008 38th Annual Frontiers in Education Conference (pp. F2C–1). IEEE.
• Kubota, S., Mishima, N., & Nagata, S. (2004). A study of the effects of active listening on listening attitudes of middle managers. Journal of Occupational Health , 46 (1), 60–67.
• Levitt, D. H. (2002). Active listening and counselor self-efficacy: Emphasis on one microskill in beginning counselor training. The Clinical Supervisor , 20 (2), 101–115.
• Martin, D. J., Garske, J. P., & Davis, M. K. (2000). Relation of the therapeutic alliance with outcome and other variables: A meta-analytic review. Journal of Consulting and Clinical Psychology , 68 (3), 438–450.
• Olson, J. K., & Iwasiw, C. L. (1987). Effects of a training model on active listening skills of post-RN students. Journal of Nursing Education , 26 (3), 104–107.
• Robertson, K. (2005). Active listening: More than just paying attention. Australian Family Physician , 34 (12), 1053–1055.
• Rogers, C. R., & Farson, R. E. (1987). Active listening. In R. G. Newman, M. A. Danziger, & M. Cohen (Eds.), Communicating in business today . DC Heath & Company.

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20 Active Listening Questions to Help You Become a Better Listener

What is active listening, why is listening important, listening vs. hearing, 5 active listening techniques, active listening questions to ask others, active listening questions to ask oneself, active listening questions faqs.

Other Related Blogs

• Better understanding: Listening allows you to understand better the person or situation you are interacting with. It enables you to gather information, clarify your understanding, and gain insights you might not have otherwise.
• Improved communication: When you listen actively, you can communicate more effectively with others. You can respond to their needs, concerns, and emotions in a more meaningful way.
• Building trust: Listening attentively helps to build trust and rapport with others. It shows that you value their input and are genuinely interested in what they say.

• Avoiding misunderstandings: Misunderstandings can arise when people fail to listen to each other. Active listening helps to prevent such misunderstandings by ensuring that all parties are on the same page.
• Conflict resolution: Listening is an essential tool for resolving conflicts. It enables you to understand the other person’s point of view, identify the root causes of the conflict, and work towards a mutually beneficial solution. 
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• Maintain eye contact:  Engage with the speaker by making consistent but not overly intense eye contact. This shows your attentiveness and interest in what they’re saying.
• Paraphrase and reflect:  After the speaker finishes a point, paraphrase it or reflect it back to them. This demonstrates your understanding and encourages the speaker to clarify or elaborate on their thoughts.
• Ask open-ended questions:  Encourage the speaker to share more by asking open-ended questions that cannot be answered with a simple “yes” or “no.” This promotes deeper conversation and allows the speaker to express their thoughts and feelings.
• Empathize and validate:  Show empathy by acknowledging the speaker’s emotions and validating their feelings. This can be as simple as saying, “I can understand why you’d feel that way.” It helps create a supportive and understanding atmosphere.
• Avoid interrupting:  Resist the urge to interrupt or immediately respond. Let the speaker finish their thoughts and pause briefly before providing your input. This shows respect for their perspective.
• Can you tell me more about what you just said? Example: “Can you expand on your point about why you think this idea won’t work?”
• How do you feel about this situation? Example: “How are you feeling about what’s going on right now?”
• Can you clarify what you mean by that? Example: “I’m not sure I understand what you mean by ‘efficiency’ in this context. Could you clarify that for me?”
• Can you give me an example? Example: “Could you give me an example of how this process works in practice?”
• What is the best way to approach this issue? Example: “What do you think would be the best way to resolve this conflict?”
• How important is this issue to you? Example: “How important is it to you that we get this project completed on time?”
• Can you tell me more about your experience with this? Example: “Can you tell me more about your experience with this particular software?”
• How can I help you with this? Example: “What can I do to assist you with this project?”
• What concerns do you have about this? Example: “What concerns do you have about this new initiative we’re starting?”
• Is there anything else you would like to add? Example: “Is there anything else you’d like to share before we move on to the next topic?”
• What is the main message that the speaker is trying to convey? Example: “What is the key point that the speaker is making?”
• What emotions is the speaker expressing? Example: “How does the speaker feel about the topic they are discussing?”
• What nonverbal cues is the speaker giving? Example: “What is the speaker’s body language telling me?”
• What assumptions am I making about what the speaker is saying? Example: “Am I interpreting the speaker’s words correctly, or am I making assumptions?”
• What questions do I have about what the speaker is saying? Example: “What else would I like to know about the topic the speaker is discussing?”
• What connections can I make between the speaker’s words and my own experiences or knowledge? Example: “How does what the speaker is saying relate to my own experiences?”
• What feedback can I give the speaker to show I am actively listening? Example: “How can I show the speaker that I am engaged and interested in what they are saying?”
• What is the speaker’s perspective on the topic they are discussing? Example: “What are the speaker’s views on the issue they are talking about?”
• What is the context surrounding the speaker’s message? Example: “What other factors may be influencing the speaker’s perspective?”
• What actions can I take to respond to the speaker’s message effectively? Example: “What steps can I take to address the speaker’s concerns or provide assistance?”

Aastha Bensla

Aastha, a passionate industrial psychologist, writer, and counselor, brings her unique expertise to Risely. With specialized knowledge in industrial psychology, Aastha offers a fresh perspective on personal and professional development. Her broad experience as an industrial psychologist enables her to accurately understand and solve problems for managers and leaders with an empathetic approach.

Test your active listening skills for free now!

Take the free active listening assessment for managers to understand where you are making errors.

What are some signs of active listening?

What are the three components of active listening, is asking questions good listening.

Performance Management Training: Empowering Managers To Manage Better

Leaders who don’t listen often fail. here’s 5 reasons why, grooming for management: the key to building a sustainable leadership pipeline, confused by l&d metrics here’s how to focus on what matters.

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• Effective Listening Skills

Barriers to Effective Listening

• Types of Listening
• Active Listening
• Mindful Listening
• Empathic Listening
• Listening Misconceptions
• Non-Verbal Communication
• Personal Appearance
• Body Language
• Non-Verbal Communication: Face and Voice
• Verbal Communication
• Effective Speaking
• Conversational Skills
• How to Keep a Conversation Flowing
• Conversation Tips for Getting What You Want
• Giving a Speech
• Questioning Skills and Techniques
• Types of Question
• Clarification
• Emotional Intelligence
• Conflict Resolution and Mediation Skills
• Customer Service Skills
• Team-Working, Groups and Meetings
• Decision-Making and Problem-Solving
• Negotiation and Persuasion Skills
• Personal and Romantic Relationship Skills

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Listening is the ability to accurately receive and interpret messages in the communication process.

Listening is key to all effective communication. Without the ability to listen effectively, messages are easily misunderstood. As a result, communication breaks down and the sender of the message can easily become frustrated or irritated.

If there is one communication skill you should aim to master, then listening is it.

Listening is so important that many top employers provide listening skills training for their employees. This is not surprising when you consider that good listening skills can lead to better customer satisfaction, greater productivity with fewer mistakes, and increased sharing of information that in turn can lead to more creative and innovative work.

Many successful leaders and entrepreneurs credit their success to effective listening skills. Richard Branson frequently quotes listening as one of the main factors behind the success of Virgin.

Effective listening is a skill that underpins all positive human relationships.

Spend some time thinking about and developing your listening skills – they are the building blocks of success.

See our pages: Employability Skills and Customer Service Skills for more examples of the importance of listening in the workplace.

Good listening skills also have benefits in our personal lives, including:

A greater number of friends and social networks, improved self-esteem and confidence, higher grades at school and in academic work, and even better health and general well-being.

Studies have shown that, whereas speaking raises blood pressure, attentive listening can bring it down.

Listening is Not the Same as Hearing

Hearing refers to the sounds that enter your ears. It is a physical process that, provided you do not have any hearing problems, happens automatically.

Listening, however, requires more than that: it requires focus and concentrated effort, both mental and sometimes physical as well.  

Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

Listening is not a passive process. In fact, the listener can, and should, be at least as engaged in the process as the speaker. The phrase ‘ active listening ’ is used to describe this process of being fully involved.

See our pages: Active Listening and Types of Listening for more information.

The most basic and powerful way to connect to another person is to listen. Just listen.  Perhaps the most important thing we ever give each other is our attention.

Dr. Rachel Naomi Remen

We Spend a lot of Time Listening

Adults spend an average of 70% of their time engaged in some sort of communication.

Of this, research shows that an average of 45% is spent listening compared to 30% speaking, 16% reading and 9% writing. (Adler, R. et al. 2001). That is, by any standards, a lot of time listening. It is worthwhile, therefore, taking a bit of extra time to ensure that you listen effectively.

Based on the research of: Adler, R., Rosenfeld, L. and Proctor, R. (2001) Interplay: the process of interpersonal communicating (8th edn), Fort Worth, TX: Harcourt .

The Purpose of Listening

There is no doubt that effective listening is an extremely important life skill. Why is listening so important?

Listening serves a number of possible purposes, and the purpose of listening will depend on the situation and the nature of the communication.

To specifically focus on the messages being communicated, avoiding distractions and preconceptions.

To gain a full and accurate understanding into the speakers point of view and ideas.

To critically assess what is being said. (See our page on Critical Thinking for more).

To observe the non-verbal signals accompanying what is being said to enhance understanding.

To show interest, concern and concentration.

To encourage the speaker to communicate fully, openly and honestly.

To develop an selflessness approach, putting the speaker first.

To arrive at a shared and agreed understanding and acceptance of both sides views.

Often our main concern while listening is to formulate ways to respond. This is not a function of listening. We should try to focus fully on what is being said and how it's being said in order to more fully understand the speaker.

Effective listening requires concentration and the use of your other senses - not just hearing the words spoken.

Listening is not the same as hearing and in order to listen effectively you need to use more than just your ears.

See our page: The Ten Principles of Listening .

Further Reading from Skills You Need

Our Communication Skills eBooks

Learn more about the key communication skills you need to be a more effective communicator.

Our eBooks are ideal for anyone who wants to learn about or develop their interpersonal skills and are full of easy-to-follow, practical information.

To improve the process of effective listening, it can be helpful to turn the problem on its head and look at barriers to effective listening, or ineffective listening.

For example, one common problem is that instead of listening closely to what someone is saying, we often get distracted after a sentence or two and instead start to think about what we are going to say in reply or think about unrelated things. This means that we do not fully listen to the rest of the speaker’s message.

This problem is attributed, in part, to the difference between average speech rate and average processing rate. Average speech rates are between 125 and 175 words a minute whereas we can process on average between 400 and 800 words a minute. It is a common habit for the listener to use the spare time while listening to daydream or think about other things, rather than focusing on what the speaker is saying.

Of course the clarity of what the speaker is saying can also affect how well we listen. Generally we find it easier to focus if the speaker is fluent in their speech, has a familiar accent, and speaks at an appropriate loudness for the situation. It is more difficult, for example, to focus on somebody who is speaking very fast and very quietly, especially if they are conveying complex information.

We may also get distracted by the speaker’s personal appearance or by what someone else is saying, which sounds more interesting.

These issues not only affect you, but you are likely to show your lack of attention in your body language.

Generally, we find it much harder to control our body language, and you are likely to show your distraction and/or lack of interest by lack of eye contact, or posture. The speaker will detect the problem, and probably stop talking at best. At worse, they may be very offended or upset.

Our page on Barriers to Effective Listening explains more about common listening problems, and our page Listening Misconceptions details some of the common myths and misconceptions about listening.

Finally, it is important not to jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct.

See our pages: Clarification and Reflection for more information.

How well do you listen? Take the: Interpersonal Skills Self-Assessment

More on listening, continue to: Mindful Listening | The 10 Principles of Listening Effective Listening Skills | Barriers to Effective Listening

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Active Listening Skills, Examples and Exercises

September 20, 2017 - Sophie Thompson

In today’s world of high tech and high stress, communication is more important than ever, however we spend less and less time really listening to each other. Genuine, attentive listening has become rare.

Active listening skills can help build relationships, solve problems, ensure understanding and avoid conflict. By becoming a better listener, you’ll improve your workplace productivity, as well as your ability to  lead a team , persuade and negotiate.

Active listening definition

Active listening requires the listener to fully concentrate, understand, respond and then remember what is being said. You make a conscious effort to hear and understand the complete message being spoken, rather than just passively hearing the message of the speaker.

In this article, we’ll cover the following:

Why is listening important?

Benefits of active listening, what makes a good listener.

• Verbal and non-verbal signs of active listening

Four different listening styles

Examples of active listening, barriers to effective listening.

• Tips to becoming an effective listener
• Listening exercises

Listening is the most fundamental component of communication skills. Listening is not something that just happens, listening is an active process in which a conscious decision is made to listen to and understand the messages of the speaker.

Active listening is also about patience, listeners should not interrupt with questions or comments. Active listening involves giving the other person time to explore their thoughts and feelings, they should be given adequate time for that.

We spend a lot of time listening

Various studies stress the  importance of listening  as a communication skill. The studies on average say we spend 70-80% of our waking hours in some form of communication. Of that time, we spend about 9 percent writing, 16 percent reading, 30 percent speaking, and 45 percent listening.

Studies also confirm that most of us are poor and inefficient listeners. Most of us are not very good at listening, research suggests that we remember less than 50% of what we hear in a conversation.

There are many important benefits of active listening, these include:

• Builds deep trust  – As you cultivate the habit of listening sincerely, you  invite people to open up . They can sense that you will not be jumping to conclusions based on superficial details. They also realise that you care enough about them to listen attentively. While building trust takes time, it leads to great benefits such as lifelong friendships and a promise of help in difficult times.
• Broadens your perspective  – Your own perspective in life is not the complete truth or how everyone else sees it. The way you understand life from your beliefs and thinking is only one way to look at it – listening to other people’s perspectives allows you to look at life from different perspectives, some of which you may not have thought of before.
• Strengthens your patience  – The ability to be a good listener takes time and you need to develop it with regular efforts over time. But as you gradually get better and better at listening, an automatic benefit is that you develop patience. Patience to let the other person express his or her feelings and thoughts honestly while you don’t judge.
• Makes you approachable  – As you present yourself as a patient listener, people feel more naturally inclined to communicate with you. By being there for them, you give them the freedom to express their feelings.
• Increases competence and knowledge  – Great listening skills make an employee more competent and capable, regardless of their position. The more an individual can get information out of the meetings, the instructions, and reports provided to him, the more efficient and successful they will be at completing the task. Listening also builds knowledge and helps fulfil work requirements through progressive learning.
• Saves time and money  – Effective listening not only reduces risks of misunderstanding and mistakes that could be very damaging to the business, but it also saves time and money by avoiding starting a task or a project over again, just because the directives given were misunderstood. Employees do not waste precious time and a specific budget allocated to a project.
• Helps detect and solve problems  – As a leader, they should always be attentive to what employees have to say. In the workplace, they are the first ones to spot flaws and come up with suggestions for improvements. Listening to colleagues will help you understand what needs to be changed and worked on to retain talent and make improvements.

Good listeners actively endeavour to understand what others are really trying to say, regardless of how unclear the messages might be. Listening involves not only the effort to decode verbal messages, but also to interpret non-verbal cues such as facial expressions and physical posture.

Effective listeners make sure to let others know that they have been heard, and encourage them to share their thoughts and feelings fully.

You also need to show to the person speaking that you’re listening through non-verbal cues, such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’. By providing this feedback the person speaking will usually feel more at ease and communicates more easily, openly and honestly.

Listening vs. hearing

Hearing is an accidental and automatic brain response to sound that requires no effort. We are surrounded by sounds most of the time. For example, we are accustomed to the sounds of cars, construction workers and so on. We hear those sounds and, unless we have a reason to do otherwise, we  learn to ignore them .

Hearing is:

• Involuntary

Listening, on the other hand, is purposeful and focused rather than accidental. As a result, it requires motivation and effort. Listening, at its best, is active, focused, concentrated attention for the purpose of understanding the meanings expressed by a speaker.

Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

Listening is:

• Intentional

Practice Active Listening

Practice your listening skills with exercises and audio recordings, then answer quiz questions to evaluate your listening skills. Learn More

Verbal and non-verbal signs of active listening skills

It’s a horrible feeling talking to someone and realising that they are not really listening. There are some simple steps you can take to let the speaker know you are actively listening, such as asking relevant questions,  positive body language , nodding and maintaining eye contact.

Non-verbal signs of active listening

The people are listening are likely to display at least some of these signs. However, these signs may not be appropriate in all situations and  across all cultures .

• Smile  – small smiles can be used to show that the listener is paying attention to what is being said or as a way of agreeing or being happy about the messages being received. Combined with nods of the head, smiles can be powerful in affirming that messages are being listened to and understood.
• Eye Contact  – it is normal and usually encouraging for the listener to look at the speaker. Eye contact can however be intimidating, especially for more shy speakers – gauge how much eye contact is appropriate for any given situation. Combine eye contact with smiles and other non-verbal messages to encourage the speaker.
• Posture  – can tell a lot about the sender and receiver in interpersonal interactions. The attentive listener tends to lean slightly forward or sideways whilst sitting. Other signs of active listening may include a slight slant of the head or resting the head on one hand.
• Distraction  – the active listener will not be distracted and therefore will refrain from fidgeting, looking at a clock or watch, doodling, playing with their hair or picking their fingernails.

Verbal Signs of active listening

• Positive Reinforcement  – this can be a strong signal of attentiveness, however too much use can be annoying for the speaker. Occasional words and phrases, such as: ‘very good’, ‘yes’ or ‘indeed’ will indicate that you are paying attention.
• Remembering  – try to remember a few key points, such as the name of the speaker. It can help to reinforce that what is being said has been understood. Remembering details, ideas and concepts from previous conversations proves that attention was kept and is likely to encourage the speaker to continue.
• Questioning  – the listener can demonstrate that they have been paying attention by  asking relevant questions  and/or making statements that build or help to clarify what the speaker has said. By asking relevant questions the listener also helps to reinforce that they have an interest in what the speaker has been saying.
• Clarification  – this involves asking questions of the speaker to ensure that the correct message has been received. Clarification usually involves the use of open questions which enables the speaker to expand on certain points as necessary.

If listening were easy, and if all people went about it in the same way, the task for a public speaker would be much easier.

1. People oriented

The people-oriented listener is interested in the speaker. They listen to the message in order to learn how the speaker thinks and how they feel about their message. For instance, when people-oriented listeners listen to an interview with a famous musician, they are likely to be more curious about the musician as an individual than about music.

2. Action or task oriented

Action-oriented listeners are primarily interested in finding out what the speaker wants. Does the speaker want votes, donations, volunteers, or something else? It’s sometimes difficult for an action-oriented speaker to listen through the descriptions, evidence, and explanations with which a speaker builds his or her case.

For example, when you’re a passenger on an airplane, a flight attendant delivers a brief safety briefing. The flight attendant says only to buckle up so we can leave. An action-oriented listener finds buckling up a more compelling message than a message about the underlying reasons.

Content-oriented listeners are interested in the message itself, whether it makes sense, what it means, and whether it’s accurate. Content-oriented listeners want to listen to well-developed information with solid explanations.

People using a time-oriented listening style prefer a message that gets to the point quickly. Time-oriented listeners can become impatient with slow delivery or lengthy explanations. This kind of listener may be receptive for only a brief amount of time and may become rude or even hostile if the speaker expects a longer focus of attention.

To learn more about listening styles, read  The Importance of Listening – Listening Styles

Here are  some examples  of statements and questions used with active listening:

• Paraphrasing  – “So, you want us to build the new school in the style of the old one?”
• Brief verbal affirmation  – “I appreciate the time you’ve taken to speak to me”
• Asking open-ended questions  – “I understand you aren’t happy with your new car. What changes can we make to it?”
• Asking specific questions  – “How many employees did you take on last year?”
• Mentioning similar situations  – “I was in a similar situation after my previous company made me redundant.”
• Summarise questions  – A job candidate who summarises their understanding of an unclear question during an interview.
• Notice people speaking  – A meeting facilitator encouraging a quiet team member to share their views about a project.
• Summarise group conversations  – A manager summarizing what has been said at a meeting and checking with the others that it is correct.

Everyone has difficulty staying completely focused during a lengthy presentation or conversation, or even relatively brief messages. Some of the factors that interfere with good listening might exist beyond our control, but others are manageable. It’s helpful to be aware of these factors so that they interfere as little as possible with understanding the message. Here are some key barriers:

Noise is one of the biggest factors to interfere with listening; it can be defined as anything that interferes with your ability to attend to and understand a message. There are many kinds of noise, the four you are most likely to encounter in public speaking situations are: physical noise, psychological noise, physiological noise, and semantic noise.

2. Attention Span

A person can only maintain focused attention for a  finite length of time . Many people argued that modern audiences have lost the ability to sustain attention to a message. Whether or not these concerns are well founded, you have probably noticed that even when your attention is glued to something in which you are deeply interested, every now and then you pause to do something else, such as getting a drink.

3. Receiver Biases

Good listening involves keeping an open mind and withholding judgment until the speaker has completed the message. Conversely, biased listening is characterized by jumping to conclusions; the biased listener believes, “I don’t need to listen because I already know this.” Receiver biases can refer to two things: biases with reference to the speaker and preconceived ideas and opinions about the topic or message. Everyone has biases but good listeners hold them in check while listening.

4. Listening Apprehension

This is the fear that you might be unable to understand the message or process the information correctly or be able to adapt your thinking to include the new information coherently. In some situations, you might worry that the information presented will be too complex for you to understand fully.

Tips to become an effective listener and improve active listening skills

Tips to help you develop effective listening skills.

Face the speaker and maintain eye contact

Talking to someone while they scan the room, study a computer screen, or gaze out the window is like trying to hit a moving target. How much of the person’s divided attention you are actually getting? Fifty percent? Five percent?

In most Western cultures,  eye contact  is considered a basic ingredient of effective communication. When we talk, we look each other in the eye. Do your conversational partners the courtesy of turning to face them. Put aside papers, books, the phone and other distractions. Look at them, even if they don’t look at you. Shyness, uncertainty or other emotions, along with cultural taboos, can inhibit eye contact in some people under some circumstances.

Be attentive and relaxed

Give the speaker your undivided attention, and acknowledge the message. Recognise that  non-verbal communication is very powerful . In order to be attentive, you’ll:

• Maintain eye-contact with the speaker
• Direct yourself towards the speaker
• Pay attention to what’s being said
• Put aside distracting thoughts

Mentally screen out distractions, like background activity and noise. In addition, try not to focus on the speaker’s accent or speech mannerisms to the point where they become distractions. Finally, don’t be distracted by your own thoughts, feelings, or biases.

Keep an open mind

Listen without judging the other person or mentally criticizing the things she tells you. If what she says alarms you, go ahead and feel alarmed, but don’t say to yourself, “Well, that was a stupid move.” As soon as you indulge in judgmental bemusements, you’ve compromised your effectiveness as a listener.

Listen without jumping to conclusions and don’t interrupt to finish their sentences. Remember that the speaker is using language to represent the thoughts and feelings inside her brain. You don’t know what those thoughts and feelings are and the only way you’ll find out is by listening.

Don’t interrupt or cut them off

Children used to be taught that it’s rude to interrupt. I’m not sure that message is getting across anymore. Certainly the opposite is being modelled on the majority of talk shows and reality programs, where loud, aggressive, in-your-face behaviour is condoned, if not encouraged.

Interrupting sends a variety of messages:

• I’m more important than you are
• What I have to say is more interesting
• I don’t care what you think
• I don’t have time for your opinion

We all think and speak at different rates. If you are a quick thinker and an agile talker, the burden is on you to relax your pace for the slower, more thoughtful communicator—or for the guy who has trouble expressing himself.

Ask questions to clarify what they are saying

When you don’t understand something, of course you should ask the speaker to explain it to you. But rather than interrupt, wait until the speaker pauses. Then say something like, “Back up a second. I didn’t understand what you just said about…”

Ask questions and summarise to ensure understanding

When the person speaking has finished talking, ask questions relevant to what they are saying – try not to lead people in directions that have nothing to do with where they thought they were going. Sometimes we work our way back to the original topic, but very often we don’t.

You can also summarise the conversation to make sure you understand all the person is trying to say – this works well at networking events at the end of conversations, it also gives you an excuse to move onto another conversation.

Try to feel what the speaker is feeling

Empathy is the heart and soul of good listening. To  experience empathy , you have to put yourself in the other person’s place and allow yourself to feel what it is like to be her at that moment. This is not an easy thing to do. It takes energy and concentration. But it is a generous and helpful thing to do, and it facilitates communication like nothing else does.

Give the speaker regular feedback

Show that you understand where the speaker is coming from by reflecting the speaker’s feelings. If the speaker’s feelings are hidden or unclear, then occasionally paraphrase the content of the message. Or just nod and show your understanding through appropriate facial expressions and an occasional well-timed “uh huh.”

Pay attention to non-verbal cues

The majority of face-to-face communication is non-verbal. We get a great deal of information about each other without saying a word. When face to face with a person, you can detect enthusiasm, boredom, or irritation very quickly in the expression around the eyes, the set of the mouth, the slope of the shoulders. These are clues you can’t ignore. When listening, remember that words convey only a fraction of the message.

To read these listening tips in more detail, visit  10 Steps To Effective Listening

Listening skills exercises

Online exercises.

Practice your listening skills with interactive exercises.

• Active listening course with online practice

Summarise the conversation exercise

For a week, try concluding every conversation in which information is exchanged with a summary. In conversations that result in agreements about future activities, summarising will ensure accurate follow-through.

Here you can find activities to practise your listening skills. Listening will help you to improve your understanding of the language and your pronunciation.

The self-study lessons in this section are written and organised by English level based on the Common European Framework of Reference for languages (CEFR). There are recordings of different situations and interactive exercises that practise the listening skills you need to do well in your studies, to get ahead at work and to communicate in English in your free time. The speakers you will hear are of different nationalities and the recordings are designed to show how English is being used in the world today.

Take our free online English test to find out which level to choose. Select your level, from A1 English level (elementary) to C1 English level (advanced), and improve your listening skills at your own speed, whenever it's convenient for you.

Choose your level to practise your listening

A1 listening

A2 listening

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B2 listening

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Learn to listen with confidence.

Our online English classes feature lots of useful learning materials and activities to help you listen and respond with confidence in a safe and inclusive learning environment.

Practise listening to your classmates in live group classes, get listening support from a personal tutor in one-to-one lessons or practise by yourself at your own speed with a self-study course.

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Top 20 Active Listening Interview Questions & Answers

Master your responses to Active Listening related interview questions with our example questions and answers. Boost your chances of landing the job by learning how to effectively communicate your Active Listening capabilities.

Active listening is not just a skill; it’s an art form that, when mastered, can transform relationships, enhance understanding, and improve overall communication in virtually every aspect of life. Whether you’re engaging with colleagues, managing conflict, or providing exceptional customer service, the ability to listen actively is invaluable. It demonstrates empathy, respect, and attentiveness, which are all critical components in successful interactions.

This article delves into the core aspects of active listening, offering insights into how this powerful tool can be harnessed to facilitate more meaningful and productive dialogues. We’ll explore techniques for honing your active listening skills, common misconceptions to avoid, and practical ways to apply these strategies in various professional settings. By understanding the questions and answers surrounding active listening, you will be better equipped to engage in conversations that lead to mutual understanding and constructive outcomes.

Common Active Listening Interview Questions

1. how do you maintain focus when a speaker’s message is lengthy or complex.

Understanding the nuances of active listening is crucial in a professional context, as it involves not just hearing but also interpreting and responding to information. This skill is often linked to job performance and effective collaboration. When asked about active listening, you should be prepared to discuss your strategies for staying engaged during complex conversations, which is vital in roles that require processing detailed data or managing lengthy meetings.

To respond effectively, you should articulate specific techniques that you employ to stay attentive. This could include taking notes to capture key points, repeating or paraphrasing information in your mind to ensure understanding, or asking clarifying questions at appropriate intervals. Illustrate your answer with a relevant example from past experience where your active listening skills enabled you to successfully navigate a challenging communication scenario. This demonstrates your proactive approach to maintaining focus and shows that you can be trusted to handle responsibilities that require a high level of engagement.

Example: “ To maintain focus during lengthy or complex messages, I employ a strategic combination of note-taking and mental summarization. By jotting down key points and themes, I create a roadmap of the speaker’s message, which helps me to stay engaged and follow their train of thought. Concurrently, I mentally paraphrase critical information to reinforce understanding and retention. This dual approach ensures that I’m actively processing the content, rather than passively hearing it.

An example of this in practice was during a project briefing involving intricate details and data. As the speaker delved into the specifics, I kept concise notes, which later served as a reference for the team. Simultaneously, I mentally organized the information into categories, which allowed me to ask informed, clarifying questions. This technique not only kept me focused but also demonstrated to the speaker that I was fully engaged, which in turn encouraged a more interactive and effective communication exchange.”

2. Describe a time when active listening improved a professional relationship.

To truly excel in active listening, you must engage with the speaker both cognitively and empathetically. This skill is essential for resolving conflicts, fostering collaboration, and understanding tasks and responsibilities. By actively listening, you demonstrate that you value your colleagues’ input, which can strengthen work relationships and promote effective teamwork.

When responding, share a specific instance where you attentively listened to a colleague or client and how this led to a positive outcome. Explain the situation briefly, focusing on the problem or misunderstanding at hand. Then, detail how you demonstrated active listening—through eye contact, paraphrasing, asking clarifying questions, and withholding judgment. Conclude by describing the resolution achieved and the subsequent improvements in the professional relationship, such as increased trust, smoother collaboration, or enhanced project success.

Example: “ In a project where timelines were tight, a team member expressed concerns about meeting the deadline due to an overwhelming workload. By actively listening, I gave full attention to their issues, maintained eye contact, and nodded to show understanding. I paraphrased their concerns to ensure accuracy and asked open-ended questions to gauge the depth of the issue. This approach not only validated their feelings but also opened a dialogue for potential solutions.

The result was twofold: the team member felt heard and supported, which alleviated their stress, and together, we identified a strategy to redistribute tasks more evenly across the team. This not only helped meet the project deadline but also fostered a stronger, more communicative team dynamic. The team member’s trust in my leadership grew, and they became more engaged and proactive in addressing future challenges.”

3. What strategies do you employ to understand non-verbal cues during conversations?

Observing body language and facial expressions is an integral part of active listening, as these non-verbal signals can convey more than words. These cues can reveal true emotions and intentions, which is why it’s important to discuss how you interpret and respond to them during an interview, showcasing your emotional intelligence and ability to navigate complex interpersonal dynamics.

When responding, candidates should illustrate their awareness of the importance of non-verbal communication and share specific techniques they use, such as maintaining eye contact, observing gestures, and paying attention to tone of voice and pacing. They could also discuss how they create an environment conducive to open communication, like ensuring the physical setting is comfortable and free of distractions, which can affect how someone might non-verbally present themselves. It’s beneficial to provide examples from past experiences where interpreting non-verbal cues led to a better understanding of a situation or helped resolve a conflict.

Example: “ In recognizing the significance of non-verbal communication, I prioritize the observation of body language and facial expressions to gauge a speaker’s emotions and level of engagement. For instance, crossed arms or a lack of eye contact can indicate discomfort or resistance, prompting me to adjust my approach or delve deeper into the subject to clarify any misunderstandings. Similarly, nodding and leaning forward often suggest agreement and interest, which encourages me to continue in the same vein.

I also pay close attention to tone of voice and pacing, as these can reveal subtleties not explicitly stated. A change in pitch or speed can signal anxiety or excitement, respectively. By tuning into these nuances, I’ve successfully navigated conversations toward more productive outcomes. Moreover, I ensure the environment is conducive to open dialogue by minimizing distractions and maintaining a comfortable setting, which helps individuals feel at ease and more likely to communicate both verbally and non-verbally with authenticity. This holistic approach to active listening has been instrumental in fostering effective communication and resolving conflicts.”

4. Share an instance where misinterpreting a message led to complications at work.

The importance of active listening in a professional setting cannot be overstated, as it impacts the accuracy of communication and the quality of relationships. Misinterpretations can lead to misguided decisions and strained relationships. Discussing your ability to listen carefully and comprehend information accurately is key to showing potential employers that you can prevent avoidable mistakes and ensure alignment within the team.

When responding to this question, provide a specific example that illustrates the consequences of a communication breakdown. Describe the situation, the misinterpretation, and the resulting complications. Then, importantly, reflect on what you learned from the experience and the steps you took to prevent similar issues in the future. This shows your capacity for growth and your commitment to effective communication.

Example: “ In one instance, during a project’s initial phase, I misinterpreted an email from a colleague who had ambiguously phrased their update on resource allocation. I assumed we had the green light on additional resources, which was not the case. This led to a premature scaling of the team and the commitment of funds that had not been approved. The complication necessitated reallocation of resources and budget adjustments, causing a temporary setback in the project timeline.

The experience underscored the importance of clarifying ambiguous communication before acting. I learned to seek confirmation on critical points and implemented a protocol for my team to ensure all members explicitly state and confirm their understanding of key decisions. This practice has significantly reduced the likelihood of similar misinterpretations and has fostered a culture of clear and concise communication within the team.”

5. In what ways do you ensure comprehension after receiving instructions from superiors?

In any role, following instructions accurately is critical to success and efficiency. Active listening involves processing and effectively using the information provided to minimize errors and enhance productivity. When discussing this skill, focus on your proactive approach to clarifying instructions and how it has benefited your previous work experiences.

When responding to this question, focus on your methodical approach to digesting information. Explain how you might repeat back the instructions in your own words to confirm understanding, ask clarifying questions if any part of the instruction is ambiguous, take notes for complex tasks, or summarize the main points and next steps to ensure alignment. Detailing your process shows that you take initiative in preventing miscommunication and are committed to executing tasks as effectively as possible.

Example: “ Upon receiving instructions from superiors, I employ a structured approach to ensure comprehension. Initially, I actively listen, maintaining eye contact and providing non-verbal cues to demonstrate engagement. I then paraphrase the key points back to the issuer to verify that my understanding aligns with their intent. This restatement serves as a real-time check and offers an opportunity for any immediate corrections or enhancements.

If instructions are multifaceted, I take meticulous notes, which I later organize into an actionable checklist. This process not only aids in retaining the information but also allows me to identify areas that may require further clarification. I follow up with targeted questions to resolve any ambiguities, ensuring that no aspect of the instructions is left to interpretation. Finally, I summarize the instructions, outlining the anticipated outcomes and timelines, to confirm that my execution plan is in sync with the expectations set forth by my superiors. This methodical approach minimizes the potential for miscommunication and sets the stage for successful task completion.”

6. Detail your approach to handling emotionally charged discussions without bias.

Managing emotionally charged discussions requires a high level of active listening. It’s important to remain impartial, navigate through heightened emotions, and guide conversations toward resolution. Discussing your ability to handle sensitive situations shows emotional intelligence and the capacity to maintain professionalism and support in the workplace.

When responding, one should highlight specific strategies such as maintaining eye contact, using open body language, and employing reflective listening techniques to validate the speaker’s emotions without taking sides. It’s also effective to mention the use of clarifying questions to ensure understanding and the importance of staying calm and collected. Candidates should provide examples from their experience where they successfully diffused an emotionally charged situation, showcasing their skill in remaining neutral and focused on finding a constructive outcome.

Example: “ In handling emotionally charged discussions, my approach is rooted in creating a safe and respectful environment for dialogue. I maintain steady eye contact and adopt an open posture to convey my engagement and willingness to listen. I employ reflective listening techniques, such as summarizing what the speaker has said and acknowledging their feelings, to demonstrate understanding and validate their emotions without signaling agreement or disagreement with the content of their statements.

To ensure clarity and prevent misunderstandings, I ask targeted clarifying questions that guide the conversation back to the underlying issues. This not only helps to de-escalate the emotional intensity but also keeps the discussion on track. In a recent situation, I successfully diffused tension by acknowledging each party’s perspective and then steering the conversation towards a mutually acceptable solution. By remaining composed and objective, I was able to facilitate a constructive outcome that respected all parties’ emotional states without allowing bias to cloud the resolution process.”

7. When was the last time you had to ask clarifying questions, and how did it help the conversation?

Asking clarifying questions is a key aspect of active listening, as it shows engagement and prevents misunderstandings. When discussing this skill, emphasize your commitment to precision in communication and your ability to actively participate in dialogue, which is crucial for teamwork, client interaction, or problem-solving.

When crafting your response, recount a specific scenario where you sought to understand the context or details better through targeted, thoughtful questions. Share the outcome of how this approach led to a successful resolution, a more productive meeting, or a deeper relationship with a colleague or client. Show that your ability to ask the right questions at the right time is a strength that enhances collaborative efforts and leads to more effective solutions.

Example: “ Recently, I was engaged in a discussion where the project’s objectives seemed unclear, leading to potential misalignment within the team. Recognizing the ambiguity, I interjected with targeted questions aimed at uncovering the root goals of the project. For example, I asked about the specific outcomes we hoped to achieve, the metrics for success, and the timeline we were working against. These clarifying questions not only brought the conversation into focus but also revealed underlying assumptions that had not been explicitly stated.

The immediate effect was a noticeable shift in the team’s dynamic; the dialogue became more structured and goal-oriented. By asking these questions, I facilitated a platform where all participants could voice their understanding and concerns, which in turn fostered a collaborative environment. This approach led to a consensus on the project’s direction and a clear action plan, ultimately contributing to a more cohesive and efficient execution of the project.”

8. Provide an example of how you’ve dealt with language barriers while actively listening.

Understanding cues beyond words is essential, especially when language barriers exist. Discuss how you maintain effective communication and comprehension even when verbal exchange is compromised, demonstrating adaptability and empathy in a globalized workplace.

When responding to this question, share a specific incident where you encountered a language barrier and describe the strategies you utilized to overcome it. Focus on your ability to employ alternative methods of communication, such as gestures, visual aids, or translation tools. Emphasize your patience, attentiveness to non-verbal signals, and efforts to ensure mutual understanding. Your answer should convey that you value inclusivity and are committed to connecting with others, regardless of language differences.

Example: “ In one instance, I engaged with a speaker whose first language was not English, leading to a significant language barrier. To facilitate effective communication, I utilized active listening techniques, such as nodding to convey understanding and asking clarifying questions. Recognizing the limitations of verbal exchange, I supplemented our interaction with visual aids, pointing to diagrams and written words to bridge the linguistic gap. I also employed simple language and short sentences to minimize confusion.

During the conversation, I paid close attention to the speaker’s non-verbal cues, such as facial expressions and gestures, which provided additional context to their words. When necessary, I used a translation application to confirm my understanding of critical points, ensuring accuracy in comprehension. This approach not only helped in overcoming the language barrier but also demonstrated respect for the speaker’s efforts to communicate, fostering a more inclusive and productive dialogue.”

9. What steps do you take to remember key points in important meetings?

Remembering key points from meetings is essential for follow-through and accountability. When discussing active listening, highlight your methods for organizing and prioritizing information, which shows your commitment to the team and project at hand.

When responding, be specific about your approach. You might mention taking notes, whether on paper or digitally, and how you structure them for clarity. Discuss any follow-up actions you take, like reviewing and summarizing your notes, turning them into actionable tasks, or sharing them with relevant team members. If you have a unique memory system or use tools like mind maps or mnemonic devices, this is a good time to share that. Your answer should reflect a systematic approach that ensures you retain and act upon critical information.

Example: “ In important meetings, I employ a structured note-taking method that involves actively summarizing key points in real-time. This approach is twofold: it ensures that I am fully engaged during the discussion, and it also creates a clear, concise record that can be easily reviewed post-meeting. I typically use the Cornell note-taking system, which allows for a margin to jot down questions or keywords and a summary area at the bottom of each page to encapsulate the essence of the discussion.

Following the meeting, I promptly review my notes to reinforce my memory of the discussion and identify action items. This review session is crucial as it allows me to distill the information into a hierarchy of importance and urgency. If necessary, I create mnemonic devices for particularly complex or significant points to aid retention. Finally, I transfer the action items into my task management system, ensuring that nothing falls through the cracks and that all critical points are addressed in a timely manner. This systematic approach not only aids in memory retention but also in the effective execution of follow-up actions.”

10. Tell us about a situation where active listening impacted a decision-making process.

In collaborative environments, active listening allows for a deeper understanding of issues, leading to more informed decision-making. Discuss how your listening skills have had a tangible impact on your work, showing your ability to process information and make decisions that consider diverse viewpoints.

When responding to this question, recount a specific instance where you paid close attention to a speaker, perhaps during a meeting or one-on-one conversation. Describe how you acknowledged the speaker, asked clarifying questions, and reflected on their input. Then, explain how this process influenced the final decision, highlighting the positive outcome that resulted from incorporating the insights gained through active listening. This will demonstrate your proficiency in using active listening as a strategic tool for decision-making.

Example: “ In a high-stakes project scenario, active listening played a pivotal role during a critical decision-making meeting with stakeholders. The team was divided on the direction of the project, with significant implications for the timeline and resources. By attentively listening to each stakeholder’s concerns and perspectives, I was able to identify the underlying issues that were not immediately apparent. I asked targeted questions to delve deeper into their rationale and reflected their points back to ensure understanding.

This thorough process of active listening allowed me to synthesize the diverse viewpoints into a cohesive strategy that addressed the core concerns. The decision to pivot the project’s direction, which was ultimately taken, was heavily influenced by the insights gained through this active listening. It led to a more aligned team, a successful project outcome, and the prevention of potential costly delays. This experience underscored the value of active listening in not just resolving conflicts but also in making informed and inclusive decisions.”

11. How do you balance between active listening and preparing your response in a debate?

During a debate, active listening requires full attention to the speaker and the ability to formulate a coherent response. Discuss how you engage thoughtfully and respectfully, valuing others’ perspectives even in competitive settings.

When responding to this question, emphasize your ability to stay present and focused on the speaker without jumping to conclusions or interrupting. You can mention techniques you use, such as taking brief mental or physical notes to organize your thoughts, pausing before you respond to ensure you’ve fully processed the information, and asking clarifying questions if needed. Demonstrate your awareness of the importance of both components—listening to understand and responding thoughtfully—and how you strive to balance them to contribute to a meaningful and productive debate.

Example: “ In a debate, I prioritize active listening as the foundation for a robust and informed response. I focus intently on the speaker’s arguments, observing not just their words but also the nuances of their tone and body language to fully comprehend their perspective. This deep level of engagement allows me to absorb and analyze the information without prematurely formulating a rebuttal, which can often lead to misconstrued arguments and a breakdown in communication.

To balance this with response preparation, I employ a technique of mental indexing, where I briefly catalog key points and counterarguments as they arise in my mind. This method enables me to stay present in the conversation without losing track of my own position. When it’s time to articulate my response, I take a brief pause to organize my thoughts, ensuring they are coherent and directly address the points raised. This pause also serves as a moment to ensure that my reply is not only reactive but adds constructively to the discourse. If there is any ambiguity in the speaker’s argument, I ask targeted clarifying questions to ensure my understanding is accurate before I present my counterpoints, thus maintaining a respectful and effective exchange.”

12. Illustrate how you’ve used paraphrasing to confirm understanding with a colleague or client.

Paraphrasing is a critical component of active listening, as it helps to clarify and confirm understanding. When discussing this skill, focus on your ability to restate others’ thoughts in your own words, which is crucial for collaboration and avoiding costly errors.

To respond to this question, you should recount a specific instance where you employed paraphrasing to ensure you comprehended a colleague or client’s message. Describe the context briefly, highlight the complexity or importance of the information exchanged, and explain how your paraphrasing led to a successful outcome. This could involve resolving a misunderstanding, reaching a consensus on a project, or simply reinforcing a collaborative relationship. By providing a concrete example, you demonstrate your proficiency in active listening and your commitment to effective communication in a professional setting.

Example: “ In a recent project, I was discussing the scope with a client who had very specific and technical requirements for their software platform. To ensure clarity, I paraphrased their requirements by saying, “So, if I understand correctly, you need the system to support a multi-tier user hierarchy with customizable access levels for each tier?” This not only confirmed my understanding but also revealed an unspoken need for an additional audit trail feature, which the client had assumed was implied. By paraphrasing their needs, I was able to clarify and expand upon their initial request, leading to a more comprehensive solution and a highly satisfied client.

Another instance involved a colleague who was explaining a complex workflow for data migration. I paraphrased their explanation by stating, “In essence, you’re suggesting we first standardize the data formats across all sources before initiating the transfer to the new database, correct?” This paraphrasing prompted my colleague to consider potential inconsistencies in data formatting that we hadn’t discussed, which could have led to significant delays. The active listening technique of paraphrasing not only confirmed my understanding but also contributed to a more robust migration strategy.”

13. Define the importance of silence in effective communication.

Recognizing the value of silence in communication is important, as it allows for reflection and processing of information. Discuss how you use silence as an active part of conversation to encourage elaboration and deeper sharing.

When responding, acknowledge the strategic use of silence in active listening to demonstrate thoughtful engagement with the speaker. You could share an example of a situation where allowing silence led to a more meaningful dialogue or better outcome. Emphasize your understanding that silence is not just waiting for your turn to speak but an opportunity to truly hear and comprehend the other person’s perspective.

Example: “ Silence in effective communication serves as a powerful tool that facilitates deeper understanding and reflection. It allows the listener to fully process the speaker’s words, discerning subtleties and underlying emotions that might otherwise be missed in the rush to respond. By strategically employing silence, one demonstrates respect for the speaker’s message, signaling that their thoughts are being carefully considered rather than simply heard.

For instance, in a situation where a team member was expressing frustration over a project, I utilized silence to let them fully articulate their concerns without interruption. This not only conveyed empathy but also provided them with the space to self-reflect and identify the root cause of their frustration. The resultant dialogue was far richer and led to a collaborative solution that might not have been reached had I filled the conversational void with immediate advice or reassurance. Silence, in this context, was instrumental in transforming a potentially confrontational exchange into a constructive problem-solving session.”

14. Recall a scenario where you identified underlying issues by reading between the lines.

Detecting subtleties in communication that aren’t directly articulated is a key aspect of active listening. Discuss how you discern underlying problems and respond to issues before they escalate, demonstrating a high level of emotional intelligence.

When crafting a response, focus on a specific instance that demonstrates your active listening skills. Describe the situation, the cues you noticed (such as body language, tone of voice, or indirect hints), how you interpreted these cues to identify the real issue, and the actions you took to address it. Be sure to emphasize the outcome and how your intervention led to a positive resolution.

Example: “ In a team meeting, a colleague was presenting a new project plan, but I noticed hesitancy in their voice and a lack of their usual detailed analysis. Instead of taking their presentation at face value, I paid attention to these non-verbal cues and later approached them privately. Through careful questioning and maintaining an open, non-judgmental demeanor, I discovered they were facing challenges with certain data sets, which they were reluctant to openly discuss for fear of undermining their expertise.

Recognizing this, I facilitated a collaborative session with a few team members who had experience in similar issues. This not only provided the necessary support to overcome the data challenges but also reinforced a team culture where seeking help is seen as a strength. The project was back on track with improved data integrity and the colleague expressed gratitude for the supportive environment, leading to increased trust and collaboration within the team.”

15. How would you handle listening to a speaker with whom you fundamentally disagree?

Engaging with differing viewpoints constructively is a crucial part of active listening. Discuss your ability to listen objectively and respond thoughtfully, illustrating your capacity for empathy and critical thinking.

When responding, focus on demonstrating your commitment to respectful communication and your strategy for staying engaged with the speaker. You might describe taking notes to focus on the content of the message rather than your emotional reactions, asking clarifying questions to ensure comprehension, and providing feedback that acknowledges the speaker’s perspective. Highlight your ability to separate your personal feelings from professional interactions and your willingness to find common ground or workable solutions.

Example: “ In situations where I fundamentally disagree with a speaker, my approach is to maintain a posture of curiosity and openness. I employ active listening techniques, such as paraphrasing and summarizing what the speaker has said, to validate their perspective and ensure that I have accurately understood their points. This not only demonstrates respect for the speaker but also provides an opportunity to engage in a dialogue that is constructive rather than confrontational.

I also focus on identifying the underlying interests or concerns that are driving the speaker’s viewpoint. By doing so, I can often find common ground or alternative solutions that reconcile our differing positions. This method allows for a productive exchange that can lead to mutual understanding or, at the very least, a respectful acknowledgment of our differences. It’s important to remember that active listening is not about agreement but about comprehension and respect, which are crucial for effective communication and collaboration.”

16. What methods do you use to stay engaged during virtual meetings or calls?

In a digital context, active listening requires intentionality to maintain focus and demonstrate engagement. Discuss your strategies for effective communication in remote or hybrid environments, highlighting your commitment to collaboration.

When responding, candidates should emphasize specific tactics like taking notes, asking clarifying questions, or summarizing points to confirm understanding. They might also mention minimizing distractions by silencing notifications, creating a dedicated workspace, or using tools designed to enhance virtual collaboration. Sharing examples from past experiences can illustrate how these methods have been successful in maintaining high levels of engagement during virtual interactions.

Example: “ To ensure full engagement during virtual meetings or calls, I employ active note-taking, which serves a dual purpose: it keeps me focused on the conversation and provides a valuable reference for post-meeting follow-ups. I also practice the ‘echo technique,’ where I periodically paraphrase or summarize what the speaker has said. This not only demonstrates my attentiveness but also confirms my understanding of the discussion, which is particularly crucial in a virtual setting where non-verbal cues are less apparent.

In addition, I proactively manage my environment by minimizing potential distractions. This involves silencing notifications and having a clean, organized workspace that is conducive to concentration. I also leverage virtual collaboration tools, such as shared documents or whiteboards, to maintain a dynamic and interactive exchange of ideas. These methods have consistently allowed me to contribute meaningfully to discussions and foster a collaborative atmosphere, even when the interaction is not face-to-face.”

17. Describe how you differentiate between hearing someone and actively listening to them.

Active listening involves interpreting underlying meanings and responding thoughtfully. Discuss how you process and integrate information into meaningful responses, fostering effective communication and collaboration.

When responding to this question, you should emphasize your ability to focus on the speaker, acknowledge their message, provide feedback, and refrain from judgment or distraction. Illustrate your answer with examples where you’ve demonstrated active listening, perhaps by summarizing what was said to ensure clarity, asking questions to delve deeper into the subject, or by explaining how you’ve used the information gathered through active listening to solve problems or make decisions. This not only shows that you understand the concept but also that you put it into practice effectively.

Example: “ Active listening transcends mere hearing by engaging with the speaker both cognitively and empathetically. While hearing is a passive physiological process, active listening involves a conscious effort to understand not just the words, but the complete message being conveyed, including the underlying emotions and intentions. For instance, in a situation where someone is sharing a complex issue, I focus intently, observing non-verbal cues and maintaining eye contact, which signals to the speaker that I am fully present. I then paraphrase their points and ask pertinent questions, which serves two purposes: it validates their concerns by showing that I am processing the information on a deeper level, and it clarifies any ambiguities, ensuring that no critical details are missed.

In practice, this approach has allowed me to effectively address and resolve misunderstandings before they escalate. For example, by actively listening to a colleague’s description of a problem, I was able to identify the root cause that was not immediately apparent in their initial explanation. This led to a more targeted and efficient solution. Moreover, by avoiding interruptions and withholding judgment during the conversation, I fostered a sense of trust and openness that facilitated a more productive dialogue. Active listening, therefore, is a dynamic process that informs my response and actions, ultimately leading to more successful outcomes.”

18. Can you provide an example of how active listening has helped you resolve a conflict?

Conflict resolution relies heavily on active listening. Discuss how you remain present and parse underlying issues to respond thoughtfully rather than reactively, preventing escalation and leading to effective problem-solving.

When responding, select a specific instance where active listening made a tangible difference. Detail the conflict, how you demonstrated active listening skills—like maintaining eye contact, asking clarifying questions, and paraphrasing to confirm understanding—and how this approach led to a resolution. Emphasize the outcomes that were achieved because of your listening skills, such as a compromise, a continued professional relationship, or a new mutual understanding.

Example: “ In a situation where project priorities were clashing between two departments, active listening played a crucial role in conflict resolution. I facilitated a meeting where each party voiced their concerns. By maintaining eye contact, nodding in acknowledgment, and avoiding interruptions, I ensured they felt heard. I asked open-ended questions to delve deeper into the root causes of the conflict and paraphrased their points to confirm my understanding.

This approach not only diffused the tension but also allowed me to identify the overlapping interests that were previously obscured by the conflict. By focusing on these common goals, I guided the discussion towards a collaborative solution. The outcome was a restructured project timeline that accommodated both departments’ priorities, leading to a strengthened working relationship and a successful project completion.”

19. How do you manage distractions when trying to listen attentively in a noisy environment?

Concentrating on the speaker despite distractions is a testament to your professionalism and respect. Discuss your ability to maintain focus in dynamic work environments, demonstrating your capability to stay productive under various conditions.

When responding, you should articulate strategies you employ to minimize distractions, such as positioning yourself to face away from the noise source, using non-verbal cues to show engagement, or even suggesting a quieter location if appropriate. Discuss any mental techniques you use to stay focused, like repeating the speaker’s words mentally, and explain how you ensure you’ve accurately captured the information by asking clarifying questions or summarizing what was said.

Example: “ In managing distractions within a noisy environment, I prioritize creating an auditory focus on the speaker. This often involves reorienting myself physically so that my primary sensory input is from the individual speaking, effectively using their voice as an anchor amidst the noise. I also employ active non-verbal cues such as nodding and maintaining eye contact to reinforce my engagement and concentration.

Mentally, I utilize a technique akin to selective auditory attention, where I consciously choose to interpret and mentally repeat the speaker’s words, which helps in filtering out extraneous sounds. After the communication, I ensure comprehension and accuracy by paraphrasing the key points back to the speaker and asking targeted questions to fill any gaps in understanding. This not only demonstrates my attentiveness but also reinforces the information within a potentially distracting context.”

20. Reflect on a moment when active listening aided in building trust with a team member.

Active listening is a bridge to deeper understanding and rapport between colleagues. Discuss how this skill has helped you resolve conflicts and make informed decisions, ensuring all viewpoints are considered.

When responding to this question, recount a specific instance where you employed active listening to connect with a colleague. Describe the situation, the actions you took to show you were fully engaged (such as paraphrasing their points, asking clarifying questions, or providing non-verbal cues that you were listening), the outcome, and how it strengthened the trust in your relationship. This demonstrates to the interviewer that you not only understand the concept of active listening but also its practical application in a team setting.

Example: “ During a critical project phase, a team member expressed concerns about meeting the impending deadline due to unforeseen complications. I noticed the stress in their tone and paused my tasks to give them my full attention. I maintained eye contact, nodded to acknowledge their points, and paraphrased their concerns to ensure I fully understood the situation. I asked targeted questions to delve deeper into the specific challenges they were facing, which signaled that I was genuinely interested in their perspective and not just waiting for my turn to speak.

This exchange allowed us to collaboratively develop a feasible solution that addressed their concerns. By actively listening, I conveyed that their input was valued and their well-being was a priority. This not only helped to alleviate their immediate stress but also cemented a foundation of trust. The team member later confided that they felt supported and respected, which fostered a more open and collaborative team environment moving forward.”

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Use Active Listening to Help a Colleague Make a Hard Decision

• Cheryl Strauss Einhorn

Don’t jump straight to problem-solving.

Imagine a colleague is faced with a high-stakes decision. They’re likely stressed, conflicted, and overwhelmed. In these situations, many of us default to the role of problem-solver. We try to support our colleague by providing our opinion or offering a solution. But to effectively support decision makers in your organization, you need to step back from your own ego and just listen . This article outlines practical strategies for exercising four types of active listening: emotional, informational, analytical, and reflective. Active listening can be hard to do, but it’s a great skill to practice. It allows you to strengthen key relationships while giving decision makers the space to make decisions for themselves.

Arnaldo was the chief operating officer at a successful investment firm. Recently, the firm’s results had been underperforming expectations. This poor performance was due to one large investment that the chief investment officer, Russ, was committed to holding. Arnaldo had fielded several calls from investors who wanted Russ to sell the money-losing investment. So, when Russ asked for a meeting to discuss the fund’s performance, Arnaldo’s instinct was to make a pitch to sell — to solve the problem.

• Cheryl Strauss Einhorn is the founder and CEO of Decisive, a decision sciences company using her AREA Method decision-making system for individuals, companies, and nonprofits looking to solve complex problems. Decisive offers digital tools and in-person training, workshops, coaching and consulting. Cheryl is a long-time educator teaching at Columbia Business School and Cornell and has won several journalism awards for her investigative news stories. She’s authored two books on complex problem solving, Problem Solved for personal and professional decisions, and Investing In Financial Research about business, financial, and investment decisions. Her new book, Problem Solver, is about the psychology of personal decision-making and Problem Solver Profiles. For more information please watch Cheryl’s TED talk and visit areamethod.com .

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Active Listening Skills: Understanding Your Prospect’s Needs

Understanding your prospect’s needs is arguably the most critical aspect of being a successful salesperson. It goes far beyond simply knowing the features and benefits of what you’re selling—it requires active listening skills and the right sales questions .

Truly grasping your prospect’s pain points, challenges, objectives, and desired outcomes allows you to position your product or service as the ideal solution to their specific situation.

When you take the time to actively listen and ask the right sales discovery questions , you gain valuable insights into their motivations, priorities, and decision-making criteria. This enables you to craft a tailored and compelling sales pitch that resonates on a deeper level. Rather than using generic sales tactics, you can address their unique requirements directly.

Mastering this skill pays dividends throughout the entire sales cycle. It builds trust and credibility as you demonstrate a vested interest in their business. It keeps you aligned on mutually beneficial outcomes. And it gives you a competitive edge by allowing you to solve their problems better than alternatives.

At its core, understanding needs is about enhancing the buyer experience and maximizing your chances of winning their business.

Difference Between a Lead and a Prospect

First, let’s define the difference between a lead and a prospect. A lead is someone who has shown some level of interest in your product or service but may not necessarily be qualified or ready to buy.

Leads can come from many sources, such as website visitors, marketing campaigns, trade shows, or referrals. You typically don’t have much information about their specific needs, timelines, or buying authority at the lead stage.

A prospect, on the other hand, is a lead that has been further qualified and vetted to determine if they are a good potential fit for what you offer. Prospects have confirmed needs that align with your solutions and exhibit clear buying signals.

They likely have budgeted funds available, the authority to make purchasing decisions, and an active project or pain point driving them to explore options. While leads represent potentials in your pipeline, prospects are leads that have advanced based on meeting certain qualification criteria.

Properly vetting and identifying qualified prospects allows you to prioritize the most viable sales opportunities and allocate your efforts more efficiently. The key distinction is that prospects are further along in their buyer’s journey and are primed for you to dive deeper into understanding their specific needs.

3 Steps to Understanding Prospects’ Needs and Wants

Active listening and questioning are the two main ways to discover what, why, and under what conditions your prospect will buy. Simple, right?

But it’s harder in practice than it may seem. When you look at these two steps using a value-based selling approach, they take on different meanings.

• “Questioning” is guiding your prospect through a series of steps to uncover their personal and professional goals and objectives so you can 1) see if there’s a need and 2) determine the right solution.
• “Listening” is carefully absorbing what the prospect shares so you can dig deeper and add value.

Countless sales professionals have been trained to use their listening time to think of what to say after—and sometimes even before—the prospect finishes. To improve your listening skills, that focus must change.

Sales professionals must put aside their own interests to discover and satisfy the needs and wants of their customers. This single action alone will improve your sales efforts. But there are also key steps that build active listening skills in sales.

Step 1: Put Your Prospect’s Needs First

The best way to serve your own interests is to put the needs and wants of your prospect first. If all you want to talk about is your products, your product’s features, or your organization, don’t be surprised if you encounter strong sales resistance from the very outset.

If you focus on your prospect’s interests, your prospect’s needs and wants, and the prospect’s values instead, you’ll notice a remarkable difference in that person’s openness to you. The care you take in laying a foundation will pay dividends because your customers will trust you enough to open up.

Step 2: Position Yourself as a Resource

In a crowded market, what separates you from a vending machine is that you have an opportunity to respond to the widely varied and specific needs of each customer you serve.

To deliver value to the prospect, you must see yourself primarily as a resource and communicate that value using a consultative selling approach . This means understanding your prospect’s industry, business challenges, and long-term goals so you can offer solutions to support that trajectory.

If the primary focus of your sales approach is creating value for the individuals you meet, you will not only become an effective value-based sales professional; you will become a successful one.

Step 3: Discover What the Prospect Values

To become a resource for prospects, you must first discover what they perceive as valuable. To paraphrase a familiar adage: Value is in the eye of the beholder. Your selling success will rise in direct proportion to your accurate understanding of the value system of your prospects.

Understanding comes from asking probing questions and using active listening strategies. Here are practical ways to improve your active listening and questioning skills:

• Open your ears, eyes, and mind to be truly receptive to the prospect.
• Listen from the very first word and give that person your undivided attention.
• Use open-ended questions to encourage people to share and to clarify your understanding of what they really mean. Actively help the other person convey his or her ideas.
• Focus on what the prospect says. Don’t try to figure out what the person is going to say or what you are going to say in return.
• Show you are truly paying attention. Look the person squarely in the eye. Use facial expressions and other nonverbal clues to show that you hear and understand what they’re saying.
• Never interrupt. It sends a message that you are not serious about understanding what the person is saying.
• Control outside interruptions and distractions as much as you can.
• Take notes of important points. Look for related ideas and connections.
• Never react to highly charged words or tone of voice. Hear the person out, then respond. Most people will cool down and begin to talk calmly once they vent their anger and frustrations.

Consultative selling begins with asking the right questions, active listening, and truly understanding the prospect’s personal and professional objectives. Remember: Unless you accurately understand what someone is saying and can plug into their greatest needs, you’re never going to be able to sell the right solution for that customer.

The Importance of Active Listening Skills Training

Active listening is a crucial skill for sales professionals, and investing in training for this skill can pay significant dividends. When you actively listen, you demonstrate to your prospects that you are fully engaged, are seeking to understand their unique situations, and are committed to providing tailored solutions that address their specific needs.

By practicing active listening techniques such as maintaining eye contact, avoiding interruptions, asking clarifying questions, and paraphrasing key points, you not only gather more insightful information but also build rapport and trust with your prospects.

This heightened level of engagement and understanding enables you to position your offerings more effectively, overcome objections more confidently, and ultimately close more deals.

Developing strong active listening skills through sales training can be a game-changer for sales professionals, as it enhances your ability to connect with prospects, uncover their true motivations, and craft compelling, personalized solutions that resonate deeply.

Help your team engage with customers, ask probing questions, and navigate conversations with confidence with sales training from The Brooks Group.

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Written By Michelle Richardson

Michelle Richardson

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