3.5.1.1: Active Listening Strategies

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Page ID: 15631

Marcellus Matters
Pennsylvania State University via John A. Dutton: e-Education Institute

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The following table includes examples of questions for active listening. These questions will help the other person articulate, elaborate on, and clarify their statements and to know that they have been heard, whether or not you happen to agree with them.

Statements That Help The Other Person Talk
Statement	Purpose	Do This	Examples
Encouraging	To convey interest To encourage the other person to keep talking	Don’t agree or disagree Use neutral words Use varying voice intonation	“Can you tell me more?”
Clarifying	To help you clarify what is said To get more information To help the speaker see other points of view	Ask questions Restate wrong interpretation to force speaker to explain further	“When did this happen?”
Restating	To show you are listening and understanding what is said To check you meaning and interpretation	Restate basic ideas, facts	“So you would like for your parents to trust you more. Is that right?”
Reflecting	To show that you understand how the person feels To help the person evaluate his/her own feelings after hearing them expressed by someone else	Reflect the speaker’s basic feelings	“You seem very upset.”
Summarizing	To review progress To pull important ideas, facts and feelings together To establish a basis for further discussion	Restate major ideas expressed, including feelings	“These seem to be the key ideas you have expressed…”
Validating	To acknowledge the worthiness of the other person	Acknowledge the value of their issues and feelings Show appreciation for their efforts and actions	“I appreciate your willingness to resolve this matter.”

Credit: Ann K. Hennings, WSU Area Extension Coordinator, Washington State University, Lincoln/Adams County Extension. Permission to use obtained from Judy Saul, Kittitas Co.