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Test Active listening: listening to understand, not to respond
Agenda
1st QUESTION: What is active listening?
Just listen to what the other person says
Planning a response while the other person is speaking
A process of understanding, processing, and letting the other know that they have been heard and understood
Agree with everything the other person says to avoid conflicts
2nd QUESTION: What does active listening involve in the context of a conflict?
Planning a response to win the argument
Concentrate fully on what is being said and let go of your own judgments
Interrupt to correct the other's mistakes
Keep silent without showing any reaction
QUESTION 3: According to the text, what effect can the simple fact of a person feeling listened to and valued have?
It can cause the conflict to escalate
Guarantees that you will win the argument
It has no real effect on tension
It can reduce the tension of a conflict by up to 50%
QUESTION 4: What is one of the key techniques of active listening that consists of summarizing what you have heard in your own words?
Silence and concentration
Open questions
Body language
Paraphrasing and validation
QUESTION 5: What is paraphrasing used for?
To show that you agree with the other person
To show that you are present, that you have understood and to avoid misunderstandings
To prolong the conversation unnecessarily
To impose your own interpretation of the facts
QUESTION 6: Besides words, what can you use to show that you are engaged in the conversation?
Body language (nodding, eye contact) and verbal cues like "I understand"
Interruptions to show that you are attentive
A total and absolute silence
Take notes of everything he says
QUESTION 7: What types of questions should be asked to reveal the root causes of the conflict?
Closed questions that are answered with "yes" or "no"
Accusatory questions
Rhetorical questions
Open questions that encourage the person to explain their thoughts and feelings
QUESTION 8: Does active listening mean you have to agree with the other person's point of view?
Yes, it is essential for active listening to work
Yes, otherwise the other person will not feel heard
No, it means that you strive to understand their perspective, even if you don't share it
No, the goal is to find the flaws in your argument
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