Active Listening
Hearing, thinking about, and responding to another person's message.
What is active listening?
The body part that is most expressive in showing emotions during a conversation.
What are the eyes?
A respectful style of communication that clearly expresses needs and boundaries without being passive or aggressive.
What is assertive communication?
Two things you should absolutely avoid doing while on a call or in a meeting with coworkers.
What are multi-tasking and interrupting?
The ability to understand and show concern for another person's feelings.
What is empathy?
Psychological barriers like personal experiences, values, and biases through which we process information.
What are communication filters?
The percentage of communication that experts estimate is conveyed non-verbally.
What is roughly 70% to 90%?
A method of sharing feelings to resolve conflict that avoids blaming and follows the structure of "I feel... when you... because...".
What is an "I" statement?
The principles of clarity, conciseness, correctness, completeness, courtesy, concreteness, and consideration.
What are the 7 Cs of communication?
The fundamental rule that guides treating others as you would want to be treated.
What is the Golden Rule?
A listening block where the listener is formulating their own response instead of actually hearing what the other person is saying.
What is rehearsing?
Three examples of positive non-verbal cues.
What are eye contact, open posture, and a calm tone?
Words or phrases that inappropriately generalize behavior or group people together (e.g., "always," "never," "everyone").
What are global terms?
When you interpret someone's words or tone in a negative or threatening way, often inaccurately.
What is mind-reading or assuming intent?
A behavior that shows someone respects your privacy and does not share your sensitive secrets.
What is confidentiality?
The act of confirming your understanding by reflecting back or repeating what the other person said in your own words.
What is paraphrasing?
An example of negative non-verbal behavior during a face-to-face interaction or interview.
What is eye-rolling, crossed arms, or fidgeting?
The process of recognizing your personal limits and clearly expressing them to others.
What is boundary setting?
An effective way to provide feedback to a colleague.
What is being specific and constructive?
The mutual belief that others have good intentions, even when mistakes happen.
What is giving the benefit of the doubt?
An essential active listening strategy that involves asking a question that requires more than a "yes" or "no" to answer.
What is an open-ended question?
Vocal components like pitch, volume, and tempo that can change the meaning of the words you say.
What is tone and inflection?
A healthy choice to make when you are extremely angry and tempted to yell in an argument.
What is taking a break and revisiting the talk calmly?
A state of mutual agreement where conflicting parties understand each other's needs and work through them.
What is conflict resolution?
The ability to recognize, understand, and manage your own emotions while handling interpersonal relationships empathetically.
What is emotional intelligence?