Active Listening

Active Listening

by Afonso Marques, João Serra, José Carreira, Tomás Nunes

​Introduction

This mini-course will be constituted by multiple topics and each of them is divided into two main parts:

• ​Theoretical part where you will learn about a topic.

• ​Practical part where you will be testing what you have learned.

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Don't worry, you can repeat it as many times as you like.

Street, J. (2020, July 9). white and brown wooden heart shaped ornament. Unsplash.com; Unsplash. https://unsplash.com/photos/p2ifKHu3dXM

​Active Listening Definition

​“Active listening is the ability to focus completely on a speaker, understand their message, comprehend the information and respond thoughtfully.”

​Team, I. E. (n.d.). Active listening skills for successful communication. Indeed Career Guide. Retrieved October 8, 2021, from https://www.indeed.com/career-advice/career-development/active-listening-skills.

(2021). Trainingexpress.org.uk. https://www.trainingexpress.org.uk/wp-content/uploads/2021/07/Speak.png

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​Active Listening

​Watch the next video about active listening: ​

https://youtu.be/z_-rNd7h6z8

(2021). Trainingexpress.org.uk. https://www.trainingexpress.org.uk/wp-content/uploads/2021/07/Speak.png

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Multiple Choice

Which situation will you use your active skills?

• Riding a bike

• Watching TV

• When a teacher explains the homework assignment 

• Listening to music

Multiple Choice

Why is it called "active listening"?

• You look very focused. 

• You use your eyes and brain as well as your ears.

• It requires a lot of multi-tasking. 

• You stay active rather than sitting around.

​Active Listening

​Let's watch: https://youtu.be/ite1gXV2QSQ

‌Free Stock Photo of Benefits Word Means Perks Bonuses Or Reward. (2017). Stockvault.net. https://www.stockvault.net/photo/223561/benefits-word-means-perks-bonuses-or-reward

Multiple Select

Choose the benefit(s) of Active Listening.

• Increased trust.

• Avoidance of misunderstandings.

• Makes us smile more.

• Personality

  development.

• Better handling of criticism.

​Choose the benefit(s) of Active Listening, Answer.

​Increased trust: "The fact that someone listens and understands releases positive feelings. This furthers the relationship between sender and listener and a sense of trust emerges".

​Avoidance of misunderstandings: "As people confirm that they do really understand, active listening contributes to prevent misunderstandings".

​Make yourself look better: Although you will be pleased with yourself, this benefit is not directly related.

​Personality development: "Besides providing the listener with more information than other modes of listening, active listening tends to alter constructively the attitudes of the listener resulting in an experience of growth".

​Improves relations: "People who are listened to empathically tend to listen more carefully to themselves and get better aware of their feelings and thinking. With this experience, people are more likely to feel that their contributions are worthwhile".

​​Bauer, C., & Figl, K. (2008, October). 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.

​Active listening :

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Verbal vs non-verbal communication definition :

​

Non-verbal communication - explains the processes that convey a type of information in a form of non-linguistic representations.

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​Verbal communication - The spoken or written conveyance of a message

​

​LibGuides: Communication: Verbal vs Nonverbal. (2013). Libguides.com. https://cloviscenter.libguides.com/Communication/VerbalVSNonverbal

​Non-verbal strategies

• Eye Contact - Use off eye contact to show engagement in what the other person is saying

• Make gestures - ​Use off your posture, such as hand movements or nodding your head

​Vicki Krueger,2016 from https://www.poynter.org/educators-students/2016/5-non-verbal-ways-to-be-an-active-listener/

(2021). Geektonight.com. https://www.geektonight.com/wp-content/uploads/2019/12/Non-Verbal-Communication.png

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​​Non-verbal strategies

• Physical Setup - sitting side by side, it gives a message of collaboration,  but sitting across a desk sends a message about rank

• Avoiding Distractions - Don't get distracted by other things and remain focused on what the speaker has to say

​Vicki Krueger,2016 from https://www.poynter.org/educators-students/2016/5-non-verbal-ways-to-be-an-active-listener/

(2021). Ytimg.com. https://i.ytimg.com/vi/lVasM5VbBmk/maxresdefault.jpg‌

Multiple Choice

What isn't a non-verbal strategy?

• Physical Setup

• Avoiding Distractions

• Make Gestures

• Positive Reinforcement

​Verbal Barriers

• ​Judging 

  Listening to reply

  Interrupting with another subject

  Giving advice/Solutions

(2021). Istockphoto.com. https://media.istockphoto.com/vectors/talking-to-a-brick-wall-cartoon-vector-id479039977?k=20&m=479039977&s=612x612&w=0&h=oRt9UkQtzK6EoUFPoFR3U5TyFmWgM0qCPASRVTJ7FGI=

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Multiple Choice

What is an example of Giving advice/Solutions as a barrier?

• -The other day i told someone to shut up because...

  -Next time don´t do it

• -The other day i told someone to shut up

  -You are rude

• -The other day i told someone to shut up...

  -I also did that the other day... They just wouldn't stop bothering me

• -The other day i told someone to shut up because he was speaking to loud and he became agressive

  -It's not about what you say but how you say it

​​Non verbal ways tricks to an efficient active listening:

​

​

https://www.youtube.com/watch?v=sUNKopAvBck

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1) Trying to listen to more than one conversation at a time

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2) Lack of eye contact with the speaker

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3) Being distracted

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4) Inappropriate expressions and lack of head nods

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​5) You find the communicator attractive/unattractive

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Copyright skillsyouneed.com 2011-2021. (2011). Barriers to Effective Listening | SkillsYouNeed. Skillsyouneed.com. https://www.skillsyouneed.com/ips/ineffective-listening.html

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​4 Non-verbal Barriers :

​https://www.facebook.com/thoughtcodotcom. (2011). What Is Nonverbal Communication? ThoughtCo. https://www.thoughtco.com/what-is-nonverbal-communication-1691351

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https://www.facebook.com/thoughtcodotcom. (2011). What Is Nonverbal Communication? ThoughtCo. https://www.thoughtco.com/what-is-nonverbal-communication-1691351

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Multiple Choice

What is not a non-verbal barrier?

• Bad use off eye contact

• Trying to listen to more than one conversation at a time

• Inappropriate expressions and lack of head nods

• Positive reinforcement saying phrases like "yes"

What is not a non-verbal barrier?

​

​Bad use off eye contact : It is a non-verbal barrier because if you use a bad eye contact the other person will get distracted

​

​Trying to listen to more than one conversation at a time : It is a non-verbal barrier because the person you talk to is less attentive

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​Inappropriate expressions and lack of head nods : It is a non-verbal barrier because the person the other person gets the wrong impression

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​Positive reinforcement saying phrases like "yes" : This is the write answer because not only it is not a non-verbal way of communication but also it is a strategy of verbal communication

​

c) Copyright skillsyouneed.com 2011-2021. (2011). Barriers to Effective Listening | SkillsYouNeed. Skillsyouneed.com. https://www.skillsyouneed.com/ips/ineffective-listening.html

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​​4 verbal Antidotes

​​​1) Positive reinforcement, occasionally replying with words or phrases like “yes”, “very good”

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2) Remembering, occasionally treating the person that you are communicating with by the name, reinforce what the other person said can also contribute to the conversation

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3) Questioning, the listener can question the speaker by asking relevant questions

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4) Clarification

​Verbal communication synonyms. (2016). Thesaurus.plus. https://thesaurus.plus/synonyms/verbal_communication

‌(2021). Thesaurus.plus. https://thesaurus.plus/img/synonyms/116/verbal_communication.png

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Multiple Choice

What's not a verbal strategy be an active listener

• Replying with words or phrases like “yes”, “very good”

• Questioning, the listener can question the speaker by asking relevant questions

• Use off your posture, such as hand movements

What's not a verbal strategy be an active listener

​

​Replying with words or phrases like “yes”, “very good” : phrases like "yes" or "very good" are positive reinforcement to what the speaker is saying

​

​Questioning, the listener can question the speaker by asking relevant questions : when asking relevant questions you ensure that you clearly understand your conversation partner’s point of view

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​Use off your posture, such as hand movements : It is not a verbal strategy of communication, it is non-verbal

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​

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​MasterClass. (2020). How to Use Active Listening to Improve Your Communication Skills. MasterClass; MasterClass. https://www.masterclass.com/articles/how-to-use-active-listening-to-improve-your-communication-skills#why-are-active-listening-skills-important

​Verbalization of Emotions

• ​Expressing your emotions

• Putting your feelings into words

Verbalization of emotions exemple

​Maria-My boyfriend proposed to me the other day!

​

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Beatriz-Only after a month? You must have been surprised! What did you say?!

​Summarization techniques

​Identify the main ideas

​

​It is important to always keep your message in mind when preparing for a speech

​

​Order the main ideas

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​Thinking about what you want your audience to take away from your speech is necessary in order to write an effective conclusion

​

Summarizing: How to effectively summarize the work of others | SFU Library. (2014). Lib.sfu.ca. https://www.lib.sfu.ca/about/branches-depts/slc/writing/sources/summarizing

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​Summarizing | Classroom Strategy | Reading Rockets. (2013, March 20). Reading Rockets. https://www.readingrockets.org/strategies/summarizing

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​https://www.facebook.com/thoughtcodotcom. (2018). 5 Easy Summarizing Strategies for Students. ThoughtCo. https://www.thoughtco.com/summarizing-strategies-for-students-4582332

​Summarization exemples

​​"John went to Maria's store yesterday morning and tried to steal a candy while on a bike"

​

​Good summarization:

​"John tried stealing a candy off maria's store yesterday while on a bike"

​

​Bad summarization:

​"So John rode a bike yesterday"

​Introduction​

​What is paraphrasing and what is it used for (in a conversation)?

​Paraphrasing is the expression of the ideas of others by rephrasing the original in your own words

Used to:​

• Clarify your ideas

• ​Showing you are interested in the other person's ideas

• ​Helping you to understand the ideas the other person is trying to explain to you.

​Gahan, C. (2018, April 18). How to paraphrase sources. Scribbr. https://www.scribbr.com/citing-sources/how-to-paraphrase/

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​paraphrasing - Google Search. (2011). Google.com. https://www.google.com/search?q=paraphrasing&sxsrf=AOaemvJoEKHnZGzlqN70mlGu14ewMQdWOA:1636935344575&source=lnms&tbm=isch&sa=X&ved=2ahUKEwj-0e6ti5n0AhVDxhoKHZfAAXcQ_AUoAXoECAEQAw&biw=1058&bih=659&dpr=2.5#imgrc=975fSjc8GLSGfM

Paraphrasing​

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rephrase - Google Search. (2011). Google.com. https://www.google.com/search?q=rephrase&tbm=isch&ved=2ahUKEwj1j4fTjpn0AhUQNRoKHaUjBv4Q2-cCegQIABAA&oq=rephrase&gs_lcp=CgNpbWcQAzIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQ6BwgjEO8DECc6BAgAEENQAFjsCWDaCmgAcAB4AIABSYgBqgSSAQE4mAEAoAEBqgELZ3dzLXdpei1pbWfAAQE&sclient=img&ei=I6qRYbXyNJDqaKXHmPAP&bih=659&biw=1058#imgrc=Cmw6CvzY5g4rsM

​How to Paraphrase?

• ​Summarize the key content

• ​Use your own words

• ​Compare to confirm the information is coherent

​​https://www.youtube.com/watch?v=oiM0x0ApVL8

​Gahan, C. (2018, April 18). How to paraphrase sources. Scribbr. https://www.scribbr.com/citing-sources/how-to-paraphrase/

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Multiple Choice

Witch one of options is an important tip to paraphrase?

• Confirm both texts

• Make Questions about the topic

• Answer to the audience questions about the topic

• Be confident while speaking

​​Clarification Questions

​clarifying questions helps you achieve your goals - Google Search. (2011). Google.com. https://www.google.com/search?q=clarifying+questions+helps+you+achieve+your+goals&tbm=isch&ved=2ahUKEwju95j_ipn0AhXZ4YUKHSHzDm0Q2-cCegQIABAA&oq=clarifying+questions+helps+you+achieve+your+goals&gs_lcp=CgNpbWcQAzoHCCMQ7wMQJzoFCAAQgAQ6BggAEAcQHjoGCAAQBRAeOgQIABAeUIUpWJhZYONZaAJwAHgAgAF7iAHPEpIBBDMwLjOYAQCgAQGqAQtnd3Mtd2l6LWltZ8ABAQ&sclient=img&ei=TqaRYe6YKtnDlwSh5rvoBg&bih=659&biw=1058#imgrc=ASq4z0XP1U0oZM

​What is a clarifying question?

​A clarifying question is a question asked from the speaker to try to eliminate misunderstanding and to certify that the listener is following the content which the speaker is trying to pass.

​Indeed Editorial Team. (2021, February 8). What Are Clarifying Questions and When Should You Ask Them? Indeed Career Guide; Indeed. https://www.indeed.com/career-advice/career-development/clarifying-questions

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​questions - Google Search. (2011). Google.com. https://www.google.com/search?q=questions&tbm=isch&ved=2ahUKEwiR_abRh5n0AhWC44UKHfZKDrcQ2-cCegQIABAA&oq=questions&gs_lcp=CgNpbWcQAzIHCCMQ7wMQJzIECAAQQzIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEMgUIABCABDIFCAAQgAQyBQgAEIAEOgYIABAHEB46BggAEAgQHjoECAAQGFCVBVjVDmCwD2gAcAB4AIABTIgBuAWSAQIxMJgBAKABAaoBC2d3cy13aXotaW1nwAEB&sclient=img&ei=yaKRYdH0CILHlwT2lbm4Cw&bih=659&biw=1058#imgrc=JdzbVRDqmeV2hM

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​​Types of clarifying questions

• ​​Open: asked to the speaker to make him elabourate a response where part of is content is transmited. Ex: Why, How?

• ​Closed: Confirm or deny that what the listener understood was indeed what the speaker was trying to express to their audience. Ex: am i being clear?

​Indeed Editorial Team. (2021, February 8). What Are Clarifying Questions and When Should You Ask Them? Indeed Career Guide; Indeed. https://www.indeed.com/career-advice/career-development/clarifying-questions

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​​What are they used for?

• Prevent confusion and ambiguity from the listener

• ​Making the speaker know if he is transmitting the content the right way

• ​Assure that the audience is actively listening

​Indeed Editorial Team. (2021, February 8). What Are Clarifying Questions and When Should You Ask Them? Indeed Career Guide; Indeed. https://www.indeed.com/career-advice/career-development/clarifying-questions

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​audience and speaker - Google Search. (2011). Google.com. https://www.google.com/search?q=audience+and+speaker&sxsrf=AOaemvIKFFOXGZXZiQTBkVzi6OsQsNSRwQ:1636934897142&source=lnms&tbm=isch&sa=X&sqi=2&ved=2ahUKEwjQvcHYiZn0AhVCJhoKHRpeBbgQ_AUoAXoECAEQAw&biw=1058&bih=659&dpr=2.5#imgrc=h0gxuDv5mecV7M

Empathy: The Key to Active Listening

​Let's watch:

​https://youtu.be/MzejqxGLj5w

(2021). Duffthepsych.com. https://www.duffthepsych.com/wp-content/uploads/2020/08/communication-image-1200x550.jpeg

Open Ended

Do you think empathy is important for active listening? Why?

Thank you for sharing with us!

Open Ended

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