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Active listening techniques: Six tips

1. Encourage
(a) Draw the other person out.

(b) Use verbal and non‐verbal cues to show that you are really listening.
(c) Convey attentiveness with body language and short vocal responses.
(d) Be aware that appropriate body language and vocalizations vary from culture to
culture.

Examples: “Can you tell me more?” and “I’d like to hear about this”.
2. Clarify
(a) Ask questions to confirm what the speaker has said.

Not only will this help you to understand, but it may also help the speaker examine his or
her own perceptions.
Examples: “Could you tell me which of those things happened first?” and “When did this
happen? Give me an example”.
3. Restate
(a) Repeat in your words what the speaker has said.

(b) This shows you are listening and helps check for facts and meaning.
Examples: “She told you she’d call right back and called two days later” and “So you’d like
your parent to trust you more, is that right?”

4. Reflect
(a) In your own words, tell what you think the speaker is experiencing.
(b) This can lead the speaker to be more expressive.

(c) It also provides a way to check the accuracy of your perceptions.
Examples: “You seem quite upset” and “It sounds like you felt angry”.

5. Summarize
(a) Reiterate the major ideas, themes and feelings that the speaker has expressed.
(b) This provides review and a basis from which to continue the dialogue.

Examples: “So the main problems you have with this are...” and “These seem to be the key
ideas you’ve expressed”.
6. Validate
(a) Show appreciation for the speaker’s efforts.

(b) Acknowledge the value of talking.
(c) Affirm your positive feelings about being part of the dialogue.

Examples: “I’m really glad we’re talking” and “I appreciate your willingness to resolve this”.
(The National Association of Head Teachers, 2007)

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