Active Listening Online Tutoring Training Workshop

The Learning CenterUniversity of Louisiana-Lafayette

Active Listening is the highest compliment one can pay to another human being: • Respect• Trust• Interpersonal

Relationships

ACTIVE LISTENING

“Listening” involves an awareness of: Words (what) + Tone of voice (how) + Body language (how)

What kind of behavior do you do when you’re not listening?

Look awayDo two things at onceShow looks of disapprovalFidgetSlouchRespond with disdain, sarcasm, or defensiveness

What is Active Listening?

Active Listening means that you seeking to understand. You make sure that you are getting the correct message without passing judgment.

It includes• “Opening the door” to good

conversation• Drawing out a speaker with questions• Reflecting feeling that you hear and

see• Paraphrasing to capture content

Opening door to good conversation shows an interest…. But it must be done sincerely, without judgment.

“I see”“Right”“Uh huh”…“Okay”“Sure”“Yeah” “Yes”“Wow”“Really?”

Probing with open-ended comments / questions draws the speaker out.

Ask to:Show interest (I’d like to hear your

opinion on this.”Encourage more

explanation (What do you think the

problem is?) Keep the person

talking (Tell me more…)

Act like a mirror and reflect feelings that you see and hear. This is particularly useful when the person’s tone of voice or gestures don’t match her words.

OR just as a check…“Seems like you had a fun time,

right? OR“I sense you’ve become worried.

Is that so?”

Someone may say: “Don’t worry. I’m fine” (when she actually looks very upset)… Reflecting, you say

–“You say you’re OK, but by the tone of your voice, you seem upset, correct?”

PARAPHRASE the speaker to acknowledge the story and capture the content.

EXAMPLE: “Let’s see if I got this right. You’re upset because you think we’re going off in the wrong direction and you want to clarify our objective before we write this assignment. Is that right?”

CAUTION: Don’t parrot back; be sure to put the message in your own words – that’s active listening.

Use paraphrasing to:

Avoid confusion (It sounds like…)

Bring out the speaker’s intent (Let me see if I heard you right…)

Confirm understanding (Are you saying that…?)

See situation as speaker sees it(In other words, what you mean is…)

Remember that the objective of all of this is increase understanding of the other’s point of view, not necessarily to agree with it or support it.

Roadways to Success 

by James C. Williamson, Debra A. McCandrew, and Charles T. Muse, Sr., Pearson Education

Focus on College Success

by Constance Staley, Wadsworth Cengage Learning

References

Take the Quiz!

To receive Tutor Training credit for your CRLA certification requirements, please

complete the Quiz via the link below, and sign, print and bring the completed form to

The Learning Center Coordinator, Lee 204b.

ACTIVE LISTENING QUIZ