Active listening tactics

Tactics

• Focus on and remember​: Details like name, department, issue, etc.​ Chances are we remember a lot less than we think we do
• Inquire​: Ask non-judgmental open ended questions​
  
• Reflect: Reflect back on what has been said by paraphrasing. "What I'm hearing is...," and "Sounds like you are saying...", are great ways to verify if you got it.
  
• Clarify: Ask questions to clarify certain points. "Help me understand, what do you mean when you say....?" "Would you expand on that?” “Can you say more about that?”
  
• Summarize: Summarize the speaker's comments periodically
  
• ​Ask permission to give your point of view: “Is it okay if I share my thoughts as well?” “I see things a little differently, is it alright if we talk about…?”