OVERVIEW
Active listening involves being attuned to the other person's non-verbal cues, such as facial expressions, gestures, and tone of voice. Always pay attention to whether the other person's words match their body language, and ask questions when the verbal and non-verbal cues are different.
The following actions can be helpful to avoid misunderstandings in the absence of congruence and to get to the bottom of the other person's concerns:
- Verbalizing hidden emotional messages.
- Focusing the discussion on the specific, concrete details.
- Finding a solution together with the other person.
- Formulating verbalizations in an appreciative manner.
- Listening, observing, and reacting skillfully to avoid conflict and misunderstanding.
BOOK TIP
The Lost Art of Listening: How Learning to Listen Can Improve Relationships
Author: Dr. Michael P. Nichols
Publication Year: March 2021
Publisher: The Guilford Press
Contents: communication trainer with practical exercises for both private and professional contexts.
TRANSFER TASK
Notice the Gestures and Facial Expressions of Your Colleagues
The next time you're having a conversation with a colleague, pay attention to their body language. Carefully observe whether their nonverbal and verbal cues match.
If you notice different messages, ask yourself a few questions:
- How can you tell that content and expression diverge?
- What motives or expressions does their body language convey?
- How could you verbalize this hidden message?
