Page 45 - Sponsor Booklet

Behaviours which help to convey RESPECT

● Active listening. Good eye contact, open body posture, accurate facial
reflection of feelings, head nodding, leaning forward (if sitting), asking
questions based on what was said, encouraging the person to continue
– “hm-hm”, “tell me more” etc.
● Warmth. Smiling, accurate facial reflection of feelings, remembering
items from previous discussions, open body posture etc.

● Not making premature judgments. Until you are sure you have heard
and understood what the person has said, concentrate on listening,
then if you disagree, disagree with the idea/their way of doing things,
not the person: “I don’t find that acceptable” is better than “You are
totally wrong”; and say why you disagree.

Behaviours which help to convey GENUINENESS
● Sharing your feelings – when appropriate

● Ensuring that what you say is consistent with your non-verbal
behaviour.
● Making explicit what your part in the exchange is, and the purpose of it.

Behaviours which help to convey EMPATHY

● Reflecting feelings – “you look upset”, “I think that has made you feel
angry: has it?”.
● Talking about personal experiences briefly and appropriately – “I was
told that once and felt annoyed because I had no opportunity to
contradict it.”

If you establish a good climate for the relationship then ‘mistakes’ in
giving feedback may be made but the situation is recoverable, both
parties feel positive and trust one another.

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