2021 Professional Manager

Professor, PhD. Hiro Nagai

ACTIVE LISTENING
Communication
Process

The steps between a

sender and a receiver
for
transference and
understanding of the
meanings.
 Proactively understand the message of the speaker.

Make the speaker understand that the message is

well understood by the listener.
Active Listening
Build a rapport (psychological harmony) between
speaker and listener.

Motivate speakers to speak more what they wants

to speak out.

Composed of “verbal responding skills” and “non-

verbal attention skills.”
 Show that you’re
interested in the
A listener’s codes speaker’s talk by
Make a natural Paraphrase what
eye contacts to the speaker said.
while listening concentrating in
the speaker.
the talk.
the speaker

Nod to show the Ask the Summarize the

sign of questions. main points at
agreement. the end.
 Active verbal responses “encourage” the speaker to
speak more.

Verbal Connects speaker and listener by the shared subjects

Responding and contents.
Skills
Level of understanding in an explicit manner.

Appropriate questions can clarify the important

points of the message.
 Respond verbally what the speaker
said.
Paraphrasing does not mean
Paraphrasing skill “parroting”.
Use your words to send message of
your understanding.
Summarize what you’ve heard from
the speaker.
 Nonverbal Attention Skills

 Make appropriate timing & frequency of eye contacts.

 Maintainrelaxed, open posture, and don’t get hooked by your
thoughts or prejudice.
 Manage tone of voice.
 Engage speaker and demonstrate empathy but not sympathy.
 Question

Q1. What are the problems of Ray in listening skills?

https://www.youtube.com/watch?v=QotaTsViAzE
 Question

Q2. What active listening skills did Ray use for his
daughter to better the situation?

https://www.youtube.com/watch?v=4VOubVB4CTU
 1. Form pairs (or a trio in case of odd
number of students attended).
Active 2. Each writes down “One of the happiest
Listening moments in my life” (10min.)
Exercise 3. A : Speaker tells the story to B :
Listener (and C: timekeeper) for a 3-min.
and rotates the roles among members.
4. Tell what were the useful active listening
techniques of listener that made you easy
and motivate to speak.