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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…?”

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