Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
This complex process needs to be divided to be understood
What I heard you say was we will understand the process better if we break it into steps
Reflective Listening
Emphasizes receiver’s role
Helps the receiver & communicator clearly & fully understand the message sent
Useful in problem solving
Reflective Listening
Reflective listening emphasizes
the personal elements of the communication process
the feelings communicated in the message
responding to the communicator, not leading the communicator
the role or receiver or audience
understanding people by reducing perceptual distortions and interpersonal barriers
Reflective Listening: 4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings
One-way vs. Two-way Communications
One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow
Good for giving simple directions
Fast but often less accurate than 2-way communication
Two-Way Communication - the communicator & receiver interact
Good for problem solving
Five Keys to Effective Supervisory Communication
Expressive speaking
Empathetic listening
Persuasive leadership
Sensitivity to feelings
Informative management
Barriers to Communication
Physical separation
Status differences
Gender differences
Cultural diversity
Language
Communication Barriers -
factors that block or significantly distort successful communication
