CHAPTER 5: COMMUNICATION
Tools for active listening
1. RESTATEMENT – The repetition of the part of the speakers own words to show the speaker that
the listener has received the information being communicated.
WHEN TO USE
• The listener wants to “check out” the meaning of something the speaker has said.
• The listener wants to encourage the speaker to explore and discuss other aspects of
the matter under discussion.
2. PARAPHRASING - Involves stating in your own words, your interpretation of the speakers
message.
WHEN TO USE
• Listener wants to confirm he/she understands the speakers feelings, and their relation
to the content of the communication.
• Wants to help speaker reach a solution to the problem.
3. EMPATHTIC RESPONSES - The ability to understand things from the other person’s point of view –
communicate acceptance and willingness to listen to the speaker e.g. I see…, Uh Huh..., I
understand.
WHEN TO USE
• Listener wants to convey acceptance and establish rapport
• Wants to encourage speaker to continue talking.
4. SUMMATIVE STATEMENTS - Condense large portions of what has been said, highlighting the key
factors.
WHEN TO USE
• Listener wants to focus the discussion
• Wants to confirm mutual understanding
• Wants to get agreement
5. QUESTIONING TECHNIQUE - Questions such as ‘who, what, when, how, where” should be used to
gain a clearer understanding of the content of the conversation.
Tools for active listening
1. RESTATEMENT – The repetition of the part of the speakers own words to show the speaker that
the listener has received the information being communicated.
WHEN TO USE
• The listener wants to “check out” the meaning of something the speaker has said.
• The listener wants to encourage the speaker to explore and discuss other aspects of
the matter under discussion.
2. PARAPHRASING - Involves stating in your own words, your interpretation of the speakers
message.
WHEN TO USE
• Listener wants to confirm he/she understands the speakers feelings, and their relation
to the content of the communication.
• Wants to help speaker reach a solution to the problem.
3. EMPATHTIC RESPONSES - The ability to understand things from the other person’s point of view –
communicate acceptance and willingness to listen to the speaker e.g. I see…, Uh Huh..., I
understand.
WHEN TO USE
• Listener wants to convey acceptance and establish rapport
• Wants to encourage speaker to continue talking.
4. SUMMATIVE STATEMENTS - Condense large portions of what has been said, highlighting the key
factors.
WHEN TO USE
• Listener wants to focus the discussion
• Wants to confirm mutual understanding
• Wants to get agreement
5. QUESTIONING TECHNIQUE - Questions such as ‘who, what, when, how, where” should be used to
gain a clearer understanding of the content of the conversation.
