Active Listening
Things To Do
- Show interest.
- Support the teller with comments, e.g. Yes, hmm…
- Support the teller with gestures, keep eye contact.
- Allow for breaks, give time to think.
- Listen actively, ask for additional information, e.g. You mentioned that…; Tell me more about…
- Not just listen to what is been said but also how it is said, e.g. intonation, gestures, facial expressions.
- Summarise and paraphrase what has been said, be open for additional information and corrections.
- Make good use of different types of questions:
Some things to avoid
- Closed questions that can only be answered with “yes” or “no”.
- Asking “why”, because it is difficult for the respondent to assess whether the question is asked on the “Matter level” or the “Relationship level”. As a result, “why questions” often provoke a defensive reaction. For example, instead of asking, “Why are you late?”, the teacher could ask, “What happened that you did not make it on time?”, thus emphasising that he/she is interested in the factual side of the issue.
- Interrupt the speaker.
Questioning Techniques
Inquiring questions
Open questions: to gather information and opinions.
Probing questions: to explore and extend.
Summary questions: to check/clarify what has been said.
Reflective questions: to get views and opinions.
Comparison questions: to explore similarities and differences.
Hypothetical questions: to think more broadly
Systemic questions
Circular: In your opinion, what would the Chairman of the Board say, if he would be here now?
Scaling: By what percentage are your satisfied with your colleague’s performance in this task?
Result-oriented: What has to change in our department in order for everybody to speak up freely?
