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APPENDIX OF HANDOUTS

Assess Your Active Listening Skills

GETTING THE STORY
1. I work to put the speaker at ease.
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2. I use open-ended questions to encourage explanation or elaboration.

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3. I let the speaker tell the story as he or she wishes to tell it.
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4. I keep the conversation focused on the speaker’s issues.

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5. I demonstrate genuine curiosity and interest.

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6. I use body language and non-verbal cues to encourage, acknowledge and empathize with
the speaker.
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PROBING/CLARIFYING MEANINGS
7. I draw out the background and context of a situation.
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8. I encourage the speaker to clarify ambiguous or vague meanings.

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9. I ask questions to clarify the speaker’s underlying concerns, issues or interests.

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10. I ask questions that encourage the speaker to reflect on perceptions, assumptions,
inferences and intentions as well as facts.
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LISTENING FOR EMOTIONS
11. I recognize and acknowledge emotions.
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12. I keep my composure and respond appropriately when strong emotions are expressed.
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13. I pick up on and respond to non-verbal cues.

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SUMMARIZING
14. I summarize and check my understanding of the key facts or elements of the situation.
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VALUING SILENCE
15. I allow for and value silence.
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GENERAL
16. I handle internal and external distractions well.
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17. I try to keep an open mind, even when I have doubts or judgments.
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18. I avoid pushing my own interpretation, agenda, or solution.

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SUMMARY
My strengths as an active listener:

2-3 skills I can work on: