Page 149 - DMGT519_Conflict Management and Negotiation Skills

Unit 7: Perception and Communication

Reflective Listening Notes

Reflective Listening focuses on personal elements of the communication and not the abstract
ideas. Reflective listening should be feeling oriented and responsive. The listener should show
empathy and concern for the person communicating. A good reflective listener would concentrate
on the discussion at hand and worry about the main components of focus while allowing the
speaker to lead you in the communication. Verbal response is primary in reflective listening
and there are four important parts of verbal response.

Affirming Contact

When responding to the communicator, making contact is affirming contact. For example, use
simple phrases such as “yes” or “I understand.”
Paraphrasing the Expressed

Paraphrase expressed thoughts and feelings by waiting for the appropriate time to tell them
your thoughts and feelings about them and the message you received.

Clarifying the Implicit

Clarify implicit thoughts and feelings by assuring your assumptions are correct and you received
the implicit message accurately.

Reflecting “Core” Feelings

Reflect core feelings with caution knowing that the core feelings could bring new awareness to
the speaker they were not aware prior. When reflecting core feelings, be precise and assertive
without being overly pushy.
Silence

Long silences may cause awkward feelings for both the communicator and receiver but shorter
silences can be good for both parties to have time to think and sort out what is going on and
what they want to say next.

Eye Contact

Eye contact can also play a part by letting the other person know you can focused, listening, and
want to communicate with them.

One-Way Versus Two-way Communication

These four levels of verbal response will help to insure two-way communication where both the
communicator and the receiver are active in the communication. One-way communication can
be good in the right circumstances. If someone needs to state a lot of information and a response
is not necessary, then one-way would be a good form of communication.

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