Section outline

  • Listen

    Overview

    Active listening is a way of listening and responding that creates and improves mutual understanding. The three components of active listening are hearing, interpreting and establishing a mutual understanding.


    Top tips for listeners (SHUSH)


    S Show you care -Focus on the other person
    -Encourage them to talk
    -Acknowledge what they say
    H Have patience It may take time for someone to really tell you what their issues or concerns are
    U Use open questions use follow up encourage questions by asking for an example:
    -"could you tell me more about..."
    -"what you think has happened...?"  
    -"can you tell me what you think might help...?"
    -"is there something that I can help with?"
    S Say it back To check that you’ve understood but don’t interrupt or tell them what the answer is
    H Have courage Not to fill a silence! Not to be put off by negative responses

    • Want to know more?

      You might like to read this guide to improving your active listening skills by Resolution trainer Angela Lake-Carroll. It takes you through listening and understanding, ten tips for listeners and the listening lexicon.

    • Listening and understanding Lesson

    • If you liked this, you might also like...

      Active listening should start from the first point of contact with your client. Check out our resources on first meetings with clients to see how you can put your active listening skills into practice. Remember - you'll need to be logged in to view this. If you don't have an account and you're a member of Resolution, request your login today.

    • Webinar: Horses for Courses URL