Active listening

In short: Active listening means giving the other person your full attention, asking questions and reflecting what you heard in your own words. It shows respect and prevents misunderstandings.

In more detail: The method comes from Carl Rogers’ client-centred therapy. It is used in counselling, at work and in everyday life.

In detail

• Attention: Put the phone away, eye contact, attentive posture.
• Do not interrupt: Let them finish, endure pauses.
• Paraphrase: “If I understand you correctly, …” summarises the content.
• Reflect feelings: “That sounds as though you were disappointed.”
• Open questions: “How did you feel about it?” rather than yes-no questions.
• Do not judge or advise immediately: Understand first.
• Signals: Nodding, short acknowledgements (“mm-hm”).
• Effect: People feel heard, conflicts defuse (kommunikation-vier-ohren-modell, konflikte-im-team-ansprechen-und-lösen).