Active Listening
To understand the speakers message.
What is an open-ended question?
A question that needs more than a yes/no answer
What is an "I statement?"
A statement that focuses on the speaker's feelings and thoughts, rather than blaming others.
What is non-verbal communication?
Communication without words, including gestures, body language, and facial expressions.
What is the first step in resolving a conflict?
Identifying the main cause
Name 2 techniques used in active listening
Paraphrasing and summarizing
Why should you avoid leading questions?
They can bias the respondent's answer
Why is it important to express opinions respectfully?
Maintain a constructive and positive conversation
How can facial expressions impact a conversation?
they can show emotions and attitudes.
Why is it important to focus on interests, not positions, in conflict?
Focusing on interests helps find common ground and mutual benefits.
Why is maintaining eye contact important in active listening?
Shows respect
What is the definition of a probing question?
follow-up question you ask to get more details or a deeper answer.
How can you express disagreement without escalating conflict?
Using respectful language and focusing on the issue, not the person.
Why is personal space important in communication?
Respecting personal space is important for comfort and trust.
What is a win-win solution?
where all parties feel satisfied with the outcome.
What role does body language play in active listening?
Demonstrates engagement and interest in the conversation.
What is the benefit of using clarifying questions in a conversation?
help make sure that the listener understands the speaker's message.
What is the importance of tone when expressing opinions?
Tone shows attitude and can affect how the message is perceived.
What non-verbal cue can indicate that someone is not interested?
Avoiding eye contact
How can empathy contribute to conflict resolution?
Understanding the other party's perspective
How can active listening help in resolving misunderstandings?
How can effective questioning enhance problem-solving?
getting perspectives that lead to better solutions.
Why should you support your opinions with facts or examples?
It strengthens your arguments and can persuade people.
How can mirroring be used in communication?
Mimicking the other person's body language.
What role does active listening play in conflict resolution?
Helps clarify misunderstandings and demonstrates respect for the other party's view.