ACTIVE LISTENING SKILLS3

Active listening is one of the key skills of an effective facilitator. Active listening can be described as the practice of remaining present in the moment to hear accurately what is being said and receive the intended message without judging.

When to Use Active Listening

• When you hear feelings
• When the person says they have a problem and you really want to help this person
• When you are willing to take the time
• When you trust that person to make her or his own decisions
• When the message of the other person is not direct and straightforward
• When your own feelings and values are not too strongly involved

When Not to Use Active Listening

• When you try to manipulate the person into thinking as you do
• When there is no genuine empathy
• When you don’t have the time to deal with the issue
• When the message is already direct and clear
• When you cannot remain objective

Benefits of Active Listening

• Reduces friction and resolves conflicts productively
• Alerts you to opportunities to hear people who want your help
• Removes blocks and filters that get in your way
• Ensures positive progress in planning
• Asserts your confidence, authority, and leadership better than words
• Bridges gaps in understanding before they become crises
• Gives greater flexibility and confidence
• Helps the person to feel that you are not trying to change him or her
• Helps the other person feel understood
• Keeps the communication channels open to explore other alternatives

3 This article is used with permission from the ISW Facilitator Development Workshop Handbook for Participants, copyright Centre for Curriculum, Transfer and Technology (C2T2) 2002.