Active Listening

Abstract

This note describes reflective, or active, listening. A list of types of responses, from directive to nondirective, is given in an exhibit. The note itself summarizes major principles of reflective listening and how they can be applied. It may be used as a summary of, or introduction to, the topic.

Excerpt

UVA-OB-0341

Rev. Mar. 28, 2018

Active Listening

I think real listening is something you do with your whole self. You have to hear what people are really saying beneath all the words. You have to pick up the messages that have a certain urgency and then respond to these nuances with further questions. Over the years, I've learned that the really attentive listening requires conversational responsiveness. You have to try to listen in such a way that you can respond with your own ideas and feelings and aspirations—so that you show the speaker that you've truly been paying attention. I'm talking about a strong human connection here: How do we understand one another? How do we give ourselves to someone else, and possibly even become one?

—Robert Coles

Introduction

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Keywords: communication process, communication, human resources, management, superior/subordinate relationships, listening