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?