which is an example of listening for problem solving

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7 Active Listening Techniques For Better Communication

It's time to start having more intentional conversations

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Active listening is a communication skill that involves going beyond simply hearing the words that another person speaks. It's about actively processing and seeking to understand the meaning and intent behind them. It requires being a mindful and focused participant in the communication process.

Active listening techniques include:

• Being fully present in the conversation
• Showing interest by practicing good eye contact
• Noticing (and using) non-verbal cues
• Asking open-ended questions to encourage further responses
• Paraphrasing and reflecting back what has been said
• Listening to understand rather than to respond
• Withholding judgment and advice

Sabrina Romanoff, PsyD explains, "Active listening requires de-centering from one’s fixed position to be fully present with another. It helps people feel more understood and strengthens relationships as it signals a willingness to sit with the other’s perspective and empathy for their situation instead of singular focus on oneself."

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In communication, active listening is important because it keeps you engaged with your conversation partner in a positive way. It also makes the other person feel heard and valued. This skill is the foundation of a successful conversation in any setting—whether at work, at home, or in social situations.

Romanoff continues, "Ultimately, it shows respect and value for the other person’s needs, concerns, and ideas as the listener is actively signaling the other person matters to them."

When you practice active listening, you are fully engaged and immersed in what the other person is saying.

7 Active Listening Techniques

The word "active" implies that you are taking some type of action when listening to others. This involves the use of certain strategies or techniques. Here are seven active listening techniques to consider.

1. Be Fully Present

Active listening requires being fully present in the conversation. This enables you to concentrate on what is being said. Being present involves listening with all your senses (sight, sound, etc.) and giving your full attention to the speaker.

"Being fully present involves the skill of tuning into the other person’s inner world while stepping away from your own. This is a power skill in deeply connecting and sitting with another’s emotions," says Romanoff.

To use this active listening technique effectively, put away your cell phone, ignore distractions, avoid daydreaming, and shut down your internal dialogue. Place your focus on your conversation partner and let everything else slip away.

2. Pay Attention to Non-Verbal Cues

As much as 65% of a person's communication is unspoken. Paying attention to these nonverbal cues can tell you a lot about the person and what they are trying to say. If they talk fast, for instance, this could be a sign that they are nervous or anxious. If they talk slowly, they may be tired or trying to carefully choose their words.

During active listening, your non-verbal behaviors are just as important. To show the person you're truly tuned in, use open, non-threatening body language. This involves not folding your arms, smiling while listening, leaning in, and nodding at key junctures.

It can also be helpful to pay attention to your facial expressions when active listening so that you don't convey any type of negative response.

3. Keep Good Eye Contact

When engaged in active listening, making eye contact is especially important. This tells the other person that you are present and listening to what they say. It also shows that you aren't distracted by anything else around you.

At the same time, you don't want to use so much eye contact that the conversation feels weird. To keep this from happening, follow the 50/70 rule. This involves maintaining eye contact for 50% to 70% of the time spent listening, holding the contact for four to five seconds before briefly looking away.

4. Ask Open-Ended Questions

Asking "yes or no" questions often produce dead-end answers. This isn't helpful during active listening as it keeps the conversation from flowing. It also makes it difficult to truly listen to the other person because there isn't much you can gain from a short, non-descriptive response.

Instead, ask open-ended questions to show that you are interested in the conversation and the other person. Examples of open-ended questions you may use when active listening include:

• Can you tell me a bit more about that?
• What did you think about that?
• What do you think is the best path moving forward?
• How do you think you could have responded differently?

The key to open-ended questions is to have a framework of curiosity about the other person. It signals genuine interest – making the other person feel valued and enables you to better understand them," adds Romanoff.

Open-ended questions encourage thoughtful, expansive responses, which is why they are often used by mental health therapists.

5. Reflect What You Hear

After the person has spoken, tell them what you heard. This active listening technique ensures that you've captured their thoughts, ideas, and/or emotions accurately. It also helps the other person feel validated and understood while keeping any potential miscommunications to a minimum.

One way to reflect what you've heard is to paraphrase. For example, you might say, "In other words, what you are saying is that you're frustrated" or "I'm hearing that you're frustrated about this situation." Summarize what you've heard and give the person the opportunity to say whether you've captured their meaning or intent.

If you'd like to better understand something the person has said, ask for clarification. But don't focus so much on insignificant details that you miss the big picture.

6, Be Patient

Patience is an important active listening technique because it allows the other person to speak without interruption. It also gives them the time to say what they are thinking without having to try to finish their sentences for them.

Being patient involves not trying to fill periods of silence with your own thoughts or stories. It also requires listening to understand, not to respond. That is, don't prepare a reply while the other person is still speaking. Also, don't change the subject too abruptly as this conveys boredom and impatience.

During active listening, you are there to act as a sounding board rather than to jump in with your own ideas and opinions about what is being said.

7, Withhold Judgment

Remaining neutral and non-judgmental in your responses enables the other person to feel comfortable with sharing their thoughts. It makes the conversation to a safe zone where they can trust that they won't be shamed, criticized, blamed, or otherwise negatively received.

Ways to be less judgmental when listening include:

• Expressing empathy for the person or their situation
• Learning more about different people and cultures
• Practicing acceptance of others
• Recognizing when you may be judging the other person, then stopping those thoughts

Active Listening Example

What does active listening look like? Here is an example of a conversation in which several different active listening techniques are used.

Lisa : I'm sorry to dump this on you, but I had a fight with my sister, and we haven't spoken since. I'm upset and don't know who to talk to.

Jodie : No problem! Tell me more about what happened. (open-ended question)

Lisa : Well, we were arguing about what to do for our parents' anniversary. I'm still so angry.

Jodie : Oh that's tough. You sound upset that you're not speaking because of it. (reflecting what was heard)

Lisa : Yes, she just makes me so angry. She assumed I would help her plan this elaborate party—I don't have time! It's like she couldn't see things from my perspective at all.

Jodie : Wow, that's too bad. How did that make you feel? (another open-ended question)

Lisa: Frustrated. Angry. Maybe a bit guilty that she had all these plans, and I was the one holding them back. Finally, I told her to do it without me. But that's not right, either.

Jodie : Sounds complicated. I bet you need some time to sort out how you feel about it. (withholding judgment)

Lisa : Yes, I guess I do. Thanks for listening—I just needed to vent.

Why Active Listening Is Important

Getting into the habit of active listening can have positive impacts in many key areas of your life. It can affect your relationships, your work, and your social interactions.

In Relationships

Active listening helps you better understand another person's point of view and respond with empathy. This is important in all types of healthy relationships , whether with a spouse, parent, child, another family member, or friend.

Being an active listener in your relationships involves recognizing that the conversation is more about the other person than about you. This is especially important when the other person is emotionally distressed.

Your ability to listen actively to a family member or friend who is going through a difficult time is a valuable communication skill. It helps keep you from offering opinions and solutions when the other person really just wants to be heard.

Active listening at work is particularly important if you are in a supervisory position or interact frequently with colleagues. It helps you understand problems and collaborate to develop solutions . It also showcases your patience, a valuable asset in the workplace.

In some cases, active listening while on the job can help improve workplace safety. For instance, if you are in the healthcare field, engaging in active listening can help reduce medical errors and prevent unintentional patient harm.

During Social Situations

Active listening techniques such as reflecting, asking open-ended questions, seeking clarification, and watching body language help you develop relationships when meeting new people . People who are active and empathic listeners are good at initiating and maintaining conversations.

Active listening helps others feel more emotionally supported. This can be beneficial when interacting with a person who has social anxiety . According to research, emotional support impacts the left dorsolateral prefrontal cortex of the brain, resulting in decreased feelings of distress for socially anxious individuals.

Press Play for Advice on Active Listening

Hosted by therapist Amy Morin, LCSW, this episode of The Verywell Mind Podcast shares the value of listening to others, featuring psychiatrist Mark Goulston.

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Ways to Improve Active Listening

We've all been in situations where our "listeners" were distracted or disinterested. Or maybe you want to improve your own active listening skills so you don't do this to others.

Here are a few ways to be a better active listener yourself, or to encourage others to do the same:

• Encourage your own curiosity . The more curious you are about something, the easier it becomes to want to know more. This naturally causes you to ask more questions and to seek to understand, which are two of the core foundations of active listening in communication.
• Find a topic that interests you both . This works particularly well when engaging in small talk as you get to know one another. If you both have passion for the topic, it becomes easier to stay fully engaged in the conversation.
• Practice your active listening skills . Like with any skill, being good at active listening takes some practice. Be patient with yourself as you go through the learning process . Continuing to practice these skills may just inspire the person you're conversing with to do the same. By seeing you demonstrate active listening, they might become a better listener too.
• Understand when exiting the conversation is best . If you're talking with another person and they are clearly uninterested in the conversation, it may be best to end that conversation respectfully. This can help keep you from feeling annoyed and unheard.

If you find that you are having trouble with listening, you might benefit from professional treatment. Other options include engaging in social skills training or reading self-help books on interpersonal skills.

Keep in Mind

Active listening is an important social skill that has value in many different settings. Practice its many techniques often and it will become second nature. You'll start to ask open-ended questions and reflect what you've heard in your conversations without much (if any) thought.

"Ultimately, active listening helps the speaker feel more understood and heard—and helps the listener have more information and understanding. On both ends of active listening—people feel more connected and collaborative which is why it is such a vital tool when it comes to communication," says Romanoff.

If you find active listening techniques difficult, consider what might be getting in your way. Are you experiencing social anxiety during conversations or do you struggle with attention ? Getting help for these types of issues can help you improve your active listening skills, making you a better listener overall.

Frequently Asked Questions

Active listening helps you build trust and understand other people's situations and feelings. In turn, this empowers you to offer support and empathy. Unlike critical listening, active listening seeks to understand rather than reply. The goal is for the other person to be heard, validated, and inspired to solve their problems.

The three A's of active listening are attention, attitude, and adjustment. Attention entails being fully tuned in to the speaker's words and gestures. The proper attitude is one of positivity and open-mindedness. Adjustment is the ability to change your gestures, body language, and reactions as the speaker's story unfolds.

Reflection is the active listening technique that demonstrates that you understand and empathize with the person's feelings. In mirroring and summarizing what they've said, they feel heard and understood.

There are numerous ways to improve your active listening skills. One is to watch skilled interviewers on talk and news shows. Another is to research active listening techniques online and try them often in your everyday conversations, noting the speakers' reactions and looking for areas that need improvement.

Topornycky J, Golparian S. Balancing openness and interpretation in active listening . Collect Essays Learn Teach. 2016;9:175-184.

Pennsylvania Department of Health. Unit 6: Effective oral communication . FEMA Effective Communication .

Schulz J. Eye contact: Don't make these mistakes . Michigan State University, MSU Extension.

Dean M, Street Jr RL. A 3-stage model of patient-centered communication for addressing cancer patients' emotional distress . Patient Educ Counsel . 2014;94(2):143-148. doi:10.1016/j.pec.2013.09.025

Jahromi VK, Tabatabaee SS, Abdar ZE, Rajabi M. Active listening: The key of successful communication in hospital managers . Electron Physician . 2016;8(3):2123-2128. doi:10.19082/2123

Jones SM, Bodie GD, Hughes S. The impact of mindfulness on empathy, active listening, and perceived provisions of emotional support . Communic Res . 2016;46(6):838-865. doi:10.1177/0093650215626983

Nishiyama Y, Okamoto Y, Kunisato Y, et al. fMRI study of social anxiety during social ostracism with and without emotional support . PLoS One . 2015;10(5):e0127426. doi:10.1371/journal.pone.0127426

Colorado State University Global. What is active listening? 4 tips for improving communication skills .

Pennsylvania State University. Active listening . 

University of California, Berkeley. Active listening . Greater Good Science Center.

By Arlin Cuncic, MA Arlin Cuncic, MA, is the author of The Anxiety Workbook and founder of the website About Social Anxiety. She has a Master's degree in clinical psychology.

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• Effective active listening: Examples, t ...

Effective active listening: Examples, techniques & exercises

What if we told you listening wasn’t as simple as, well, just listening? In fact, different types of listening go beyond learning—you can also listen to improve your relationships, deepen your connections, and build trust. In this article, we’ll walk you through the different types of listening and show you how active listening can help you listen to understand—not just respond.

What is active listening?

Active listening is the practice of listening to understand what someone is saying. When you practice active listening, you’re exclusively focused on what the other person is saying instead of planning what to say in response, as you would during a debate or conversation. To confirm you understand, you then paraphrase what you heard back to the other person. Depending on the conversation, you can also ask a specific, open-ended question to dig deeper into the topic. 

Active listening helps you have more meaningful and engaged conversations. When you’re paying full attention to what the other person is saying—without planning what you want to say or interrupting their conversation—you develop more effective communication skills. 

Good listeners: 

Ask open-ended questions to learn more.

Paraphrase and summarize what the other person is saying to make sure you fully understand. 

Demonstrate patience by focusing on the other person instead of your own thoughts. 

Exhibit positive, nonverbal communication like eye contact and leaning in. 

Avoid distractions and multitasking. 

4 types of active listening

Ready to become a better listener? Here’s how. There are four different types of listening: 

Empathic listening is when you listen to understand. Think of listening when someone shares a personal story. In this type of listening, you’re focused on the other person, instead of yourself.

Appreciative listening is when you listen to enjoy yourself. Think of listening to music, a motivational speaker, or attending a religious ceremony.

Comprehensive listening is when you listen to learn something new. This type of listening happens when you listen to a podcast, the news, or an educational lecture, like a class. 

Critical listening is when you listen to form an opinion of what someone else says. This type of listening happens when you’re debating with someone or when you’re listening to a sales person.

Active listening —or listening to understand—falls under the category of empathic listening. This type of listening helps you build strong relationships, gain a deeper understanding of your friends and colleagues, and even deepen your own sense of empathy.

Benefits of active listening

Active listening is one of the best ways to build your interpersonal relationships and establish closer connections, especially with team members. This soft skill is a key part of conflict resolution , problem solving , and constructive criticism .

When you practice active listening, you:

Improve communication

Boost collaboration

Truly understand what the other person is saying

Connect on a deeper level 

Demonstrate empathy 

Resolve conflict

Build trust

Establish rapport

8 powerful active listening skills to master

Active listening is a key component of effective communication and interpersonal skills. By mastering these active listening techniques, you can become a better listener, improve your relationships, and foster open communication in a variety of scenarios and contexts.

1. Be fully present and attentive

To practice active listening, give the person speaking your full attention. Minimize distractions, maintain eye contact, and focus on the speaker's words, tone of voice, and nonverbal cues. Being fully present demonstrates that you value the person's feelings and their point of view.

2. Use positive body language and nonverbal cues

Your body language and facial expressions play a significant role in active listening. Maintain an open posture, lean in slightly, and use encouraging nonverbal cues like nodding and smiling. These positive nonverbal cues show the speaker that you are engaged and interested in the conversation.

Tip: If you're meeting virtually, like during a video conference meeting, use positive body language and facial expressions to show you're engaged. Maintain eye contact by looking at the camera, smiling, and nodding along while the person speaking is sharing their thoughts. Avoid multitasking or looking off screen—instead, keep your video on and give your full attention to the speaker to show you’re engaged.

3. Avoid interrupting or judging

Resist the urge to interrupt the person speaking or rush to judgment. Allow them to express their thoughts and feelings without interjecting your own opinions or biases. Interrupting can lead to miscommunication and hinder the development of mutual understanding.

4. Paraphrase and reflect to show understanding

Paraphrasing involves restating the speaker's main points in your own words to ensure you have understood them correctly. By reflecting on what has been said, you demonstrate that you are actively listening and making a conscious effort to comprehend their message.

5. Ask clarifying and open-ended questions

Asking open-ended questions encourages the speaker to elaborate on their thoughts and feelings. Use clarifying questions to gain a better understanding of their perspective and probing questions to explore the topic more deeply.

Once the person speaking finishes their thought, demonstrate you're engaged by asking specific, open-ended questions. Avoid adding your own biases or judgments to those questions—remember, you're focusing on what the other person has to say. For example, ask:

"Tell me more about that."

"How did you feel in that situation?"

"What made you pursue that option?"

"What can I do to help or support you?"

Avoid asking questions or making statements that indicate judgment, as this can hinder open communication and mutual understanding. For example, instead of:

"Why would you do that?" Try asking, "What motivated you to make that choice?"

"You didn't really mean that, did you?" Try asking, "What did you mean when you said that?"

"That doesn't make sense." Try asking, "I'm not following; could you clarify the main points for me?"

6. Validate the speaker's perspective and emotions

Validation is an essential active listening skill that involves acknowledging how the speaker feels. Show empathy and understanding, even if you don't necessarily agree with their point of view. Validating the speaker's emotions creates a safe space for open communication and fosters a stronger connection.

7. Withhold advice unless asked

As an active listener, your primary role is to understand, not to advise. Unless the speaker specifically asks for your input, refrain from offering unsolicited advice or solutions. Instead, focus on listening and supporting them as they work through their own problem-solving process.

8. Summarize key points and action items

Towards the end of the conversation or at key transition points, summarize the main themes, ideas, and any action items discussed. This active listening technique ensures that both parties have a clear understanding of the key points and next steps. It also provides an opportunity for the speaker to clarify or add any final thoughts before concluding the discussion. 

Active listening examples: Effective communication dialogues

In this section, we'll explore active listening examples and real-life scenarios that demonstrate how active listening techniques can be applied in various contexts. These examples of active listening will cover professional settings, personal relationships, and conflict resolution, providing insights into effective communication.

Example of active listening in a professional setting

Scenario: A manager is discussing a project timeline with an employee who is expressing concerns about meeting the deadline.

Manager: "I understand you're feeling overwhelmed with the project timeline. Can you tell me more about the specific challenges you're facing?" (Asking open-ended questions)

Employee: "I'm worried that we don't have enough resources to complete the task within the given timeframe. I've been working overtime, but it still feels like we're falling behind."

Manager: "It sounds like you're putting in a lot of effort, but the lack of resources is making it difficult to stay on track. Is that right?" (Paraphrasing and reflecting)

Employee: "Yes, exactly. I'm concerned that the quality of work might suffer if we rush to meet the deadline."

Manager: "I appreciate you sharing your concerns. This is a great example of active listening in the workplace, and it can have a positive impact on our team's success. Let's work together to find a solution. What additional resources do you think would help you and the team meet the deadline without compromising quality?" (Validating emotions and asking problem-solving questions)

When your teammate brings up the problem they need to solve, reflect back on what they’re saying (‘What I hear you saying is…’). Sometimes just hearing a problem relayed back inspires someone to realize they already know the answer.”

Example of applying active listening skills in personal relationships

Scenario: A friend is sharing a personal problem with you, seeking your support and understanding.

Friend: "I've been feeling really down lately. I'm struggling to find motivation at work, and I feel like I'm not making any progress in my career."

You: "It must be tough to feel stuck in your career. I'm here to listen and support you. Can you share more about what's been contributing to these feelings?" (Showing empathy and encouraging elaboration)

Friend: "I feel like I'm not being recognized for my hard work, and I'm not sure what steps to take next to advance in my role."

You: "It sounds like you're feeling undervalued and uncertain about your career path. That's a challenging situation to be in." (Reflecting feelings and summarizing main points)

Friend: "Yeah, I just don't know what to do. I'm considering looking for a new job, but I'm not sure if that's the right move."

You: "I understand that you're at a crossroads and feeling unsure about your next steps. This conversation is a great example of active listening, and it can have a positive impact on your decision-making process. What do you think are the pros and cons of looking for a new job? I'm happy to help you talk through your options." (Acknowledging uncertainty and offering support)

Example of resolving conflicts through active listening

Scenario: Two colleagues are having a disagreement about how to approach a shared project.

Colleague 1: "I think we should prioritize the design phase first. If we don't get the visuals right, the whole project will suffer."

Colleague 2: "I disagree. We need to focus on the functionality first. The design won't matter if the product doesn't work properly."

Mediator: "This scenario is an excellent example of how active listening can help resolve conflicts. I can see that you both have strong opinions about the project's priorities. Let's take a moment to understand each other's perspectives. [Colleague 1], can you explain why you believe the design should come first?" (Acknowledging differing opinions and seeking clarification)

Colleague 1: "In my experience, a well-designed product is more user-friendly and attractive to customers. It sets the foundation for the entire project."

Mediator: "So, you feel that prioritizing design will lead to a more successful outcome overall. [Colleague 2], what are your thoughts on this? Why do you feel functionality should be the top priority?" (Summarizing and encouraging the other party to share their perspective)

Colleague 2: "I understand the importance of design, but if the product doesn't function as intended, it won't matter how good it looks. We need to ensure the core features are solid before focusing on the visual elements."

Mediator: "It sounds like you both want the project to succeed but have different approaches to achieving that goal. This is a great example of active listening in action. Let's brainstorm a plan that incorporates both of your concerns—ensuring the product is functional while also prioritizing user-friendly design. What ideas do you have for finding a middle ground?" (Highlighting common goals and facilitating problem-solving)

Active listening exercises to hone your skills

Active listening exercises are essential for developing and refining your communication skills. Whether you're working in healthcare, participating in webinars, or collaborating with colleagues, the following exercises can help you become a more effective listener. As the Harvard Business Review points out, active listening is a critical skill for success in both professional and personal contexts.

Role-playing exercises for active listening practice

One of the most effective active listening exercises is role-playing. By engaging in simulated conversations, you can practice applying active listening techniques in a safe and controlled environment. Consider the following role-play scenarios:

Healthcare setting: One person acts as a patient expressing concerns about a medical condition, while the other acts as a healthcare provider practicing active listening skills to understand and address the patient's concerns.

Workplace conflict: One person acts as an employee, voicing a complaint, while the other acts as a manager, using active listening to understand the issue and find a resolution.

Sales interaction: One person acts as a potential customer, while the other acts as a salesperson, using active listening to identify the customer's needs and offer appropriate solutions.

Mindfulness exercises to enhance presence and focus

Mindfulness exercises can help you develop the presence and focus necessary for effective active listening. Try incorporating these exercises into your daily routine:

Mindful breathing: Take a few minutes to focus on your breath, observing the sensation of the air moving in and out of your body. This exercise can help you center yourself and reduce distractions.

Body scan: Lie down or sit comfortably and mentally scan your body from head to toe, noting any sensations or areas of tension. This exercise can help you become more attuned to your physical state and release any stress that may interfere with active listening.

Mindful listening: During conversations, make a conscious effort to focus solely on the speaker's words, tone, and body language. Notice when your mind starts to wander or form judgments, and gently redirect your attention back to the speaker.

Group exercises to foster active listening in teams

Active listening exercises can be particularly beneficial when practiced in a group setting, such as during team-building workshops or webinars. Here are some group activities that can foster active listening skills:

Paraphrasing circle: Have team members sit in a circle. One person starts by sharing a short story or experience. The person to their left then paraphrases what they heard, focusing on the key points and emotions expressed. The process continues around the circle, with each person paraphrasing the previous speaker's message.

Listening triads: Divide the group into triads. In each triad, one person acts as the speaker, one as the listener, and one as the observer. The speaker shares a challenge or experience, while the listener practices active listening techniques. The observer provides feedback on the listener's performance. Rotate roles so each person has a chance to practice active listening.

Empathy mapping: Divide the group into pairs. Each person takes turns sharing a challenging experience or situation. As they share, their partner creates an empathy map, noting down what the speaker says, thinks, feels, and does. Afterward, the pairs discuss the empathy maps and reflect on how keeping an open mind helped them better understand each other's perspectives.

By incorporating these active listening exercises and activities into your skill-building efforts, you can become a more effective communicator and build stronger, more empathetic relationships with others.

Activate your active listening skills

Like any interpersonal skill, active listening takes time. And it isn’t something you should use 100% of the time—having dialogue is important! But when a coworker is sharing something with you, active listening helps you bring empathy, connection, and understanding to the conversation. Listening to understand brings you closer to your team members, in order to lower the barrier to collaboration and boost teamwork.

For more tips, learn about the best conflict resolution strategy you’re not using .

Related resources

How to give and take constructive criticism

4 ways to establish roles and responsibilities for team success

Unmasking impostor syndrome: 15 ways to overcome it at work

How to accomplish big things with long-term goals

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What Is Active Listening?

Tips for practicing this essential communication skill.

Active listening requires mastering many skills, including reading body language and tone of voice, maintaining your attention, and being aware of and controlling your emotional response. In this article, the author explains what active listening is and how to improve this essential communication skill.

Are you a good listener at work? You might think you are because you put away distractions, stay quiet, and nod your head when someone is talking to you. You might even repeat back your conversation partner’s main points to demonstrate that you’ve heard and absorbed them. These are all smart things to do, but they can still leave the speaker feeling unheard or even dismissed.

• Amy Gallo is a contributing editor at Harvard Business Review, cohost of the Women at Work podcast , and the author of two books: Getting Along: How to Work with Anyone (Even Difficult People) and the HBR Guide to Dealing with Conflict . She writes and speaks about workplace dynamics. Watch her TEDx talk on conflict and follow her on LinkedIn . amyegallo

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Hear us out! Active listening is worth the effort

You may only need your ears to hear, but you need your whole brain to listen.

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Active listening might sound like something that happens on a treadmill or an exercise bike. But while this communication technique doesn’t actually involve breaking a sweat, it does require you to invest some energy and stretch your comprehension muscles.

Let’s explore how active listening differs from the more halfhearted hearing most of us have grown accustomed to – and how you can condition your own active listening skills (no treadmill required). 

What is active listening?

Active listening means listening to someone with the intent of hearing them, understanding their message, and retaining what they say. 

You can think of active listening as the most engaged and committed form of listening to another person (you might also hear it called “attentive listening”). Beyond just hearing another person, you’re giving them your full attention.  The term “ active listening ” has been around since the 1950s and was first used in an article written by psychologists Carl Rogers and Richard Farson, who wrote, “It requires that we get inside the speaker, that we grasp, from his point of view, just what it is he is communicating to us. More than that, we just convey to the speaker that we are seeing things from his point of view.”

Active listening examples

So what does active listening look like in the real world? Compare this attentive listening style to its pesky yet far more common counterpart: passive listening. 

⛔️ Passive listening: Your direct report stops by your desk to vent about an interpersonal conflict. You listen to their side of the story while clearing out old emails, occasionally butting in to offer some advice and prove that you’re paying attention.

✅ Active listening: You remove your hands from your computer keyboard, silence your phone, and then turn to fully face your direct report. You wait until they’re finished before paraphrasing the details of the conflict and asking some follow-up questions. 

⛔️ Passive listening: A colleague walks you through the steps of a process you’re taking over. You follow along quietly and politely (while mentally making your to-do list for the day). There are a few steps that are unclear, but you’ll sort it out later. 

✅ Active listening: As your colleague breaks down the process, you ask clarifying questions to dig deeper into any confusing steps. When your coworker is finished, you quickly summarize the gist of the process as you’ve understood it, and your plan for what you’ll do next.

Why is active listening important?

Listening to understand, rather than just to hear,  requires more of a conscious effort than the passive approach most of us are used to. So is it worth the effort? 

Absolutely. It’s tough to overstate the importance of listening skills.

• It boosts understanding : The whole point of active listening is to improve comprehension. When it’s done correctly, both the sharer and listener have the chance to ask questions, give feedback, and reach a mutual understanding. 
• It improves relationships : We all want to feel seen, valued, and understood. That doesn’t happen when someone gives us only half of their attention. Research shows that the concentration and sensitivity involved with active listening increase trust and benefits our relationships, amping up the harmony and collaboration on your team. 
• It reduces bias : We process information through our own lenses. It’s human nature. But active listening forces you to step outside of yourself and see things from another person’s point of view. That can ease the biases and assumptions we tend to bring into our interactions – and when that happens, everyone wins.

Why is active listening so hard?

If active listening is so powerful, why don’t more of us do it? There are a number of challenges and roadblocks contributing to the uphill battle: 

Too many distractions

Emails, instant messages, random thoughts, a pet in need of attention. Most of us are plagued by constant distractions that sabotage our focus.

Personal emotions and perceptions

Whether you’re doing it consciously or not, you bring your own perceptions and opinions to conversations, which can make it difficult to understand the speaker’s point of view. It also sometimes means you spend the time you should be listening on structuring your own defense and argument, rather than striving for true comprehension. 

Information overload

Some research indicates that the average person’s attention span is a measly eight seconds. Even if that’s a gross underestimate, this much is true: we have a hard time focusing on something for an extended period of time. If your conversational partner isn’t known for their conciseness, it becomes that much tougher to stay engaged with the information and commit to actively listening.

Our penchant for problem-solving

Humans tend to like solutions, not problems. So, particularly in circumstances when someone is sharing a challenge or describing a conflict, our natural tendency is to jump in with advice or an answer right away. Those reactions are well-meaning, but they can also be a major barrier to active listening when you’re only listening to find a potential answer, rather than understand the ins and outs of the problem.

The three a’s of active listening

Attitude: Approach conversations with a constructive attitude and an open mind.

Attention: Focus your attention solely on the content that’s being shared.

Adjustment: Maintain a degree of flexibility; follow the path of what your partner is sharing with you, rather than trying to anticipate what’s next. 

How to improve your active listening skills

There’s no shortage of hurdles standing between you and becoming the go-to listener on your team . Here are a few active listening techniques to help you leap over those roadblocks. 

1. Set yourself up for peak focus

First things first – you need to create an environment where you’re able to zone in on the person who’s speaking. Exactly what that looks like depends on your circumstances, but here are a few ideas: 

• Set your devices to “do not disturb” for the duration of the conversation.
• Find a quiet place where you and that person can talk, if you’re discussing in-person. If you’re chatting virtually, close out all other browser tabs.
• Try to notice and tune out your own internal dialogue so you can focus intently on the other person.

Even if you employ those tricks, you might not be in the right headspace to fully listen to another person. Perhaps you’re in the middle of a challenging task or dealing with a personal problem that’s consuming your mental energy.

If that’s the case, ask the other person if you can connect later when you’re able to give them your full attention::

“I can tell this is super important to you and I want to be able to give you my full attention. Can we reconnect on this when I’m not feeling so distracted and preoccupied?”

2. Use nonverbal cues to reinforce your attention

If you’ve ever conversed with someone who couldn’t stop fidgeting in their chair or checking their watch, you know that nonverbal communication can be a powerful force. Show someone you’re listening using these nonverbal cues:

• Maintain eye contact for three seconds before briefly looking away. Psychologists say that’s the ideal length for showing interest without making people uncomfortable.
• Lean forward to show your engagement with the information that’s being shared.
• Nod or use positive facial expressions such as smiles or raised eyebrows to express agreement.
• Place your hands in front of you rather than crossing your arms or resting your chin in your hand (which can indicate boredom ).

3. Avoid interrupting

Struggling to keep your lips zipped until it’s your turn to ask questions or offer feedback? Rather than placing your hands in front of you as suggested above, try to keep one hand over your mouth. It’s a subtle but powerful reminder that you should wait your turn to speak.

This is even easier if you’re conversing remotely – simply keep yourself on mute until your conversational partner is finished.

4. Summarize what has been shared

Paraphrasing is a key part of active listening. It can feel a little unnatural at first, but it’s crucial to demonstrate that you’ve understood what the other person is saying before moving forward with the discussion. Try using some of these segues:

• “It sounds like you’re saying that…”
• “My understanding is…”
• “What I’m gathering from this conversation is…”
• “Am I right in thinking that…?”

From there, you can hit the major pieces of information from your conversational partner. This gives them a chance to affirm that you’re understanding them correctly or offer corrections or clarifying information.

5. Ask open-ended questions

Ultimately, the goal of active listening is to fully wrap your head around the information being shared with you — and that might not happen right away. In those cases, you’ll need to wait until the speaker is finished and then ask some clarifying questions to get more information.

The most effective questions are open-ended, meaning they require a full response from the other person, rather than a quick “yes” or “no” (that’s known as a closed-ended question). Here’s an example of the difference:

• Closed-ended question: “Have you told the customer that we’d give them a full refund?”
• Open-ended question: “What have you already tried to smooth this over with the customer?”

Why does that distinction matter? Closed questions box people into thinking there’s a “correct” answer, rather than giving them an opportunity to openly share information with you.

6. Use active listening exercises

You don’t need to work on developing good listening skills all on your own. These simple active listening exercises will help you and your team practice top-notch communication and effective listening together: Swap introductions: Pair up team members and have them share a one- or two-minute introduction with each other. Come back together as a group and have the team members introduce their partner to the entire team, using the information they just learned. It’s a low-pressure way to practice focusing and summarizing.

Practice silence: Again, split your team into pairs. Have one person tell a story about their life and instruct the other person to say nothing at all. They should sit in silence. Afterwards, connect on how that felt for each person – including whether the silence was uncomfortable and what nonverbal cues they noticed.

Askers and tellers: Choose one person to share a story and split the rest of your team into “askers” and “tellers.” Askers can only ask questions of the speaker, while tellers can only share their similar experiences. Afterwards, connect to debrief and figure out what helped the sharer feel the most heard.

Active listening takes effort

On the surface, listening seems like it should be simple. All you need to do is sit there, keep your lips zipped, and take in information. In reality, effective listening is complex – especially when there are a slew of barriers that sabotage our ability to fully comprehend another person.

But better comprehension and improved relationships are well worth the effort. 

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Active Listening Definition, Skills, and Examples

What Is Active Listening?

• Examples of Active Listening
• Active Listening Responses

Active Listening Skills

Colleen Tighe / The Balance

What is active listening, and why is it important for your career? Active listening is the process by which an individual secures information from another individual or group.

It involves paying attention to the conversation, not interrupting, and taking the time to understand what the speaker is discussing. The “active” element involves taking steps to draw out details that might not otherwise be shared.

Active listeners avoid interrupting at all costs, summarize and repeat back what they have heard, and observe body language to obtain an extra level of understanding. 

Active listening is a helpful skill for any worker to develop. It helps you truly understand what people are saying in conversations and meetings (and not just what you  want  to hear or  think  you hear).

Active listening is a particularly useful tool to use during job interviews since it can help you build a positive rapport with your interviewer. 

Like critical thinking and  problem-solving skills , active listening is a  soft skill  that’s held in high regard by employers. When interviewing for jobs, using active listening techniques can show the interviewer how your interpersonal skills can draw people out.

Active listening redirects your focus from what is going on inside of your head to the needs of your prospective employer or interviewer. This technique can help reduce your nervousness during an interview. 

By placing your focus, through active listening, squarely upon the interviewer, you prove that you:

• Are interested in the organization’s challenges and successes
• Are ready to help them solve work issues
• Are a team player, as opposed to being nothing more than a self-absorbed job candidate.

It’s important to not interrupt, or worse, try to answer the question before you know what the interviewer is asking.

Listen carefully to the interviewer’s questions, ask for clarification if necessary, and wait until the interviewer has finished talking to respond.

Examples of Active Listening Techniques

There are plenty of active listening techniques that will improve the impression you can make at a job interview.

Active listening techniques include:

• Building trust and establishing rapport
• Demonstrating concern
• Paraphrasing to show understanding
• Using  nonverbal cues  that show understanding such as nodding, eye contact, and leaning forward
• Brief verbal affirmations like “I see,” “I know,” “Sure,” “Thank you,” or “I understand”
• Asking open-ended questions
• Asking specific questions to seek clarification
• Waiting to disclose your opinion
• Disclosing similar experiences to show understanding

By employing these active listening techniques, you will impress your interviewer as a thoughtful, analytical, and highly desirable candidate for the position. Think about possible situations that may occur during an interview and come up with strategies to allow you to listen actively.

Examples of Active Listening Responses

It’s often easier to learn by reading examples. Here are some examples of statements and questions employed with active listening:

• Building trust and establishing rapport : “Tell me what I can do to help.” “I was impressed to read on your website how you donate 5% of each sale to charity.”
• Demonstrating concern : “I'm eager to help; I know you're going through some tough challenges.” “I know how hard a corporate restructuring can be. How is staff morale at this point?” 
• Paraphrasing : “So, you're saying that the uncertainty about who will be your new supervisor is creating stress for you.” “So, you think that we need to build up our social media marketing efforts.” 
• Brief verbal affirmation : “I understand that you'd like more frequent feedback about your performance.” “Thank you. I appreciate your time in speaking to me.”
• Asking open-ended questions : “I can see that John's criticism was very upsetting to you. Which aspect of his critique was most disturbing?” “It’s clear that the current situation is intolerable for you. What changes would you like to see?”
• Asking specific questions : “How long do you expect your hiring process to last?” “What is your average rate of staff turnover?”
• Waiting to disclose your opinion : “Tell me more about your proposal to reorganize the department.” “Can you please provide some history for me regarding your relationship with your former business partner?” 
• Disclosing similar situations : “I was also conflicted about returning to work after the birth of my son.” “I had the responsibility of terminating some of my personnel, due to downsizing, over the last two years. Even if it’s necessary, it never gets easier.” 
• Emotional Intelligence
• Problem Sensitivity
• Professionalism
• Nonverbal Communication
• Transparency
• Proactivity
• Accepting Constructive Criticism
• Creating and Managing Expectations
• Understanding
• Observation
• Attention to Detail
• Sensitivity to Religious and Ethnic Diversity
• Self-Awareness
• Situational Awareness
• Interpretation
• Identify and Manage Emotions
• Understanding the Hidden Needs of Others
• Body Language
• Facilitating Group Discussion
• Reaching Consensus
• Collaboration

Key Takeaways

• Active listening is how you take in information from an individual or group. 
• This soft skill is in high demand by employers—and can also be a helpful tool during your interviewing process. 
• Try practicing active listening techniques such as establishing rapport, during work-related conversations and interviews. 

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7 types of listening that can change your life and work

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7 types of listening skills

Why is listening so important in life and at work?

Learn all types of listening to improve your life and your work

The importance of listening can’t be overstated. 

While   learning to communicate what you want to say is important , knowing how to listen using different types of listening skills is just as crucial for communication. 

Not only can it help you process information on different levels, but it can also help you build relationships with others.

That’s because listening goes deeper than just hearing.

It’s also much more than listening to the words someone else is saying. While this is one type of listening, it isn’t the only one that matters.

Let’s discuss the various types of listening and why listening is important for helping you advance your career and life.

• Informational listening
• Discriminative listening
• Biased listening
• Sympathetic listening
• Comprehensive listening
• Empathetic or therapeutic listening
• Critical listening

There are several types of listening you can develop both at home and at work.

Let’s explore seven of these types of listening, why they matter, and what they can look like:

1. Informational listening

When you want to learn something, you’ll use informational listening to understand and retain information. 

It usually takes a high level of concentration to perform this type of listening. That’s because you   need to be highly engaged   to understand a new concept.

You also need to apply critical thinking to what you are learning. This is so you can understand what you’re learning within the context of relevant information.

Some examples of informational listening include:

• Work training
• Self-paced learning at home or at work
• Listening to an educational ebook

When you know how to use informational listening, you empower yourself to become a better learner. By actively learning and improving yourself, you can become a more valuable asset in your place of work.

You can also feel more fulfilled when you pursue your passions and learn something new at home.

2. Discriminative listening

Discriminative listening is the first listening type that you’re born with.

Everyone innately has discriminative listening skills.

You use this type of listening before you even know how to understand words. Instead of relying on words, discriminative listening uses tone of voice, verbal cues, and other changes in sound.

Discriminative listening is how babies understand the intention of a phrase before they can understand words. If someone speaks to them in a happy and amused tone of voice, they’ll smile and laugh back.

They can also tell who is talking because they recognize different voices.

But discriminative listening isn’t just for babies.

If you’re listening to a conversation happening in a foreign language, you’ll likely automatically use your discriminative listening skills.

These will allow you to analyze tone and inflection to get an idea of what is going on.

You can also use nonverbal cues to listen and analyze. For instance, someone’s facial expressions, body language, and other mannerisms can tell you a lot about the meaning of someone’s message.

You shouldn't discount discriminative listening, even if you understand someone’s language.

This listening style is key to understanding the subtle cues in a conversation. Using this listening skill can help you read between the lines and hear what remains unspoken.

Here’s an example: 

Let’s say you ask one of your colleagues if they agree with a course of action.

They say yes, but you can tell from their body language, such as shifting uncomfortably, that something is wrong. 

Using your discriminative listening skills, you can pick up on this and ask them if they’re certain. You can also ask if something is going on that they’d like to discuss.

3. Biased listening 

Biased listening is also known as selective listening.

Someone who uses biased listening will only listen for information that they specifically want to hear.

This listening process can lead to a distortion of facts. That’s because the person listening isn’t fully in tune with what the speaker wishes to communicate.

Let’s say your superior is briefing you on a new project. You’re waiting to hear about the details of this assignment because you’ve been excited for a long time about it.

Because you’re so focused on the details of the assignment, you don’t fully hear everything your superior says. As a result, you   hear   your superior explain how you’ll be judged on this project, but you don’t fully   process   it.

Because you don’t have this information, you may not perform as well as you could if you had understood all the details.

4. Sympathetic listening

Sympathetic listening is driven by emotion.

Instead of focusing on the message spoken through words, the listener focuses on the feelings and emotions of the speaker.

This is done to process these feelings and emotions.

By using sympathetic listening, you can provide the support the speaker needs. You can understand   how they’re really feeling , not what they say they are feeling.

The speaker will feel heard and validated when you take the time to pay attention in this way.

Sympathetic listening is crucial if you want to build a deeper relationship with someone in your life.

For example, let’s say you run into a work colleague at the grocery store. They seem upset, so you decide to listen to what they have to say.

You also use sympathetic listening to feel how they are feeling. In doing this, you notice how frustrated they are about the lack of recognition they are getting at work.

As a result, you can offer your support and sympathize with their situation.

5. Comprehensive listening

Unlike discriminative listening, comprehensive listening requires language skills.

This type of listening is usually developed in early childhood.

People use comprehensive listening to understand what someone is saying using words.

Several other types of listening build on comprehensive listening. For example, you need to use comprehensive listening to use informational listening and learn something new.

At work and in your life, you’ll likely use a combination of comprehensive and discriminative listening to understand the messages people are giving you.

For example, let’s say your colleague briefs you on a project. You’ll need to use comprehensive listening to analyze the words and understand the message.

You’ll also use comprehensive listening   when you receive feedback .

6. Empathetic or therapeutic listening

Empathetic listening is useful to help you see from other people’s perspectives.

Using this type of listening, you can try to understand someone else’s point of view as they’re speaking. You can also try to imagine yourself in the other person’s shoes.

Instead of just focusing on their message, you can use empathetic listening to relate to someone else’s experiences as if they were your own.

This is different from sympathetic listening.

With sympathetic listening, you try to understand someone’s feelings to provide support. But you don’t necessarily try to imagine what it’d feel like to be in their position.

Let’s say your superior just announced that this week’s company outing is canceled due to budget cuts.

By using empathetic listening, you can tell how much pressure your superior is feeling. You can imagine yourself having to break the bad news. 

You know there’s pressure from higher-ups to respect the budget. You also know that there’s pressure from employees.

Instead of getting upset, you understand why your superior made this decision. That’s because you can imagine what it’s like to be in their shoes at this moment.

7. Critical listening 

If you need to analyze complex information, you’ll need to use critical listening.

Using critical thinking while listening goes deeper than comprehensive listening. Instead of taking the information at face value, you can use critical listening to evaluate what’s being said.

Critical listening is crucial when problem-solving at work. 

For example, you’d use this type of listening when trying to choose how to handle an unusual and complex client request.

You need to use this skill to analyze solutions offered by other people and decide if you agree or not. 

To do this, you don’t just need to hear their words. You also need to look at the bigger picture and compare everything you know.

Why is listening so important in life and at work? 

Listening is a key component of effective   communication skills .

Regardless of the type, listening is key to understanding what other people are really trying to say. Without listening, it's easy to get something wrong and make assumptions.

On the other hand, when you actively listen, you can fully communicate with someone else. 

Listening is the most important part of communication. That’s because it allows you to come up with a substantial and meaningful response. You can pick up on subtleties you wouldn’t have otherwise,   especially with body language .

If something isn’t clear, you can ask clarifying questions. This is something you might not have done without active listening.

At work, communication is an important soft skill. According to LinkedIn's 2019 Global Talent Trends report, 80% of companies say that soft skills are increasingly important to their success.

Listening is also important for   productive collaboration . 

According to the same LinkedIn report, collaboration is the third most important soft skill companies need. 

Imagine trying to collaborate if you can’t actively listen to your colleagues. Information gets lost, and misunderstandings occur.

The same can happen if everyone on the team uses different levels of listening. Some people will be more engaged than others. Not everyone will get the same understanding of the same conversation. 

You can avoid this if everyone actively listens to each other.

Plus, when you actively listen, your colleagues and your superiors will notice that you come up with meaningful responses. 

Listening is also crucial if you want to learn effectively.

Without attentive listening, it can be easy to miss small details that make a difference in your learning.

Active listening games

You can improve team communication with active listening games.

In one such game, you and your colleagues can split up into groups of two. The first person in each group is given a picture, while the other person is given a pen and paper. 

The second participant needs to ask questions in order to accurately draw the image the first participant is holding.

In another game, participants need to mime non-verbal cues to express their feelings about a topic. The other participants need to write down what they believe the other person feels.

Finally, you can practice active listening by having all participants listen to one person speak for three to five minutes. During this time, no other participants may speak. Afterwards, the other participants need to paraphrase what they think the other person said.

Learn all types of listening to improve your life and your work 

One type of listening isn’t better than the other. Instead, these seven types of listening work together to help you better understand the messages you receive.

By being a good listener, you can become a better communicator, avoid misunderstandings, and learn new information more easily.

If you’re struggling to become an active listener, you’re not alone. You can make it easier to work on those skills through coaching from experts at BetterUp.

Schedule a coaching demo today   to see how it can help you become a better listener.

Understand Yourself Better:

Big 5 Personality Test

Elizabeth Perry, ACC

Elizabeth Perry is a Coach Community Manager at BetterUp. She uses strategic engagement strategies to cultivate a learning community across a global network of Coaches through in-person and virtual experiences, technology-enabled platforms, and strategic coaching industry partnerships. With over 3 years of coaching experience and a certification in transformative leadership and life coaching from Sofia University, Elizabeth leverages transpersonal psychology expertise to help coaches and clients gain awareness of their behavioral and thought patterns, discover their purpose and passions, and elevate their potential. She is a lifelong student of psychology, personal growth, and human potential as well as an ICF-certified ACC transpersonal life and leadership Coach.

Talk less, listen more: 6 reasons it pays to learn the art

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Active Listening: The Art of Empathetic Conversation

When done well, active listening builds and maintains therapeutic alliances and bonds by showing empathy and creating opportunities for healing and growth. By reflecting back the emotions we hear, the client experiences messages of support and encouragement to continue their therapeutic journey.

In counseling, therapy, and coaching, active listening is one of the most potent tools for improving in-session dynamics, overturning unhelpful mindsets, and supporting transformation.

Before you continue, we thought you might like to download our three Positive Communication Exercises (PDF) for free . These science-based tools will help you and those you work with build better social skills and better connect with others.

This Article Contains:

What is active listening, what is empathetic listening, why is active listening as a skill important, how to use active listening in communication, 4 active listening skills, active listening exercises & techniques, communication resources from positivepsychology.com, a take-home message.

Richard Nelson-Jones (2014) says we should recognize the difference between hearing and listening. While hearing involves receiving sounds and interpreting their meaning, listening involves accurately understanding their meaning.

Listening goes beyond hearing and committing words to memory by becoming aware and sensitive to nonverbal communication , such as the speaker’s tone of voice, timing, speed of talking, body language, and context.

Active listening can be summed up as entailing “not only accurately understanding speaker’s communication but also showing that understanding” and therefore embodies the skills of both the sender and the receiver (Nelson-Jones, 2014, p. 79).

It can also be helpful to consider what active listening isn’t (Miller & Rollnick, 2013):

• Distracting

Rather than examples of listening, each is a roadblock that gets in the way of the client’s self-exploration. The counselor, therapist, colleague, friend, and even loved one is saying, “Hold up, listen to me. I know best” (Miller & Rollnick, 2013).

The relationship with the client should take place within an egalitarian, nonhierarchical relationship, “with neither party occupying a ‘one-up’ or ‘one-down’ position in terms of status or authority” (Adams, 2016, p. 13).

Ultimately, the collaborative alliance must be fostered and maintained to allow goals, aspirations, fears, and plans to be worked through together.

Accurate empathy is a helpful tool for facilitating self-exploration and, when used for communication within therapy or the workplace, can be game changing (Miller & Rollnick, 2013; Engel, 2018).

Simply put, empathic listening involves reflecting back the emotions we hear; for example, “You sound angry and upset.” It shows understanding, encouraging the speaker to share more by validating them without judgment.

Ultimately, it requires us to suspend our biases and ego, showing that we are listening to understand rather than reply (Engel, 2018). For someone telling important truths about how they feel or sharing the experiences they are going through, nothing hurts more than not being heard.

Download 3 Communication Exercises (PDF)

These detailed, science-based exercises will equip you or your clients with tools to improve communication skills and enjoy more positive social interactions with others.

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“Behind the discipline of good listening is a trust that it is useful for clients to explore their own experience and perceptions” (Miller & Rollnick, 2013, p. 49). Ultimately, it keeps people going, motivating them to enter uncomfortable areas of conversation and work through difficult material.

Listening occurs in four different contexts within counseling sessions (Nelson-Jones, 2014):

• Counselor listens to the therapist.
• Client listens to the counselor.
• Counselor listens to themself.
• Client listens to themself.

If someone is listening poorly or focusing too much on themself, they will miss out on much of what is being communicated. On the other hand, listening well, actively, to the other person can equally enhance their inner listening (Nelson-Jones, 2014).

Perhaps unsurprisingly, active listening is recognized as the central skill in forming and maintaining relationships within therapy and counseling.

It is possible to increase our understanding of what it takes to listen well, share and receive information, and form more robust emotional bonds (Abrahams & Groysberg, 2021; Westland, 2015).

Active listening in counseling

The American Psychological Association (n.d.) describes active listening as a “psychotherapeutic technique in which the therapist listens to a client closely, asking questions as needed, in order to fully understand the content of the message and the depth of the client’s emotion.”

Typically, it involves the counselor learning to practice the following.

Adopt an attitude of respect and acceptance

“An accepting attitude involves respecting clients as separate human beings with rights to their own thoughts and feelings” (Nelson-Jones, 2014, p. 82). As counselors, we must suspend any judgment of clients’ goodness or badness and recognize (as with our own) their capacity to fail based on the life skills they possess or are lacking.

We must also allow others to develop and grow at their own pace without trying to control or judge them. We must remain present and available, willing to let the clients’ experiences and emotions affect us.

Develop an understanding of our clients’ internal frame of reference

Active listening requires that we adopt the client’s perspective, understanding their internal frame of reference. Therefore, we must recognize and understand the separateness of “me” and “you” by breaking out of our internal frame of reference and learning to walk in their shoes.

Provide small rewards and use open-ended questions

“Small rewards are brief verbal and non-verbal expressions of interest designed to encourage clients to continue speaking” (Nelson-Jones, 2014, p. 96). When used well, they can motivate, support, and encourage the client, saying, “I’m here with you. Please continue.” They tell the client we are actively listening and would like to dig deeper.

Open-ended questions are powerful and a valuable way to promote active listening. “Do you feel your relationship is failing?” can be replaced with “How do you feel about your relationship?”

Closed questions can seem negative and potentially controlling, blocking clients’ access to their internal frame of reference.

Reflecting feelings

Reflecting feelings shows we are in tune with the other person. While similar to paraphrasing, it isn’t the same; we are “responding to clients’ music and not just their words” (Nelson-Jones, 2014, p. 102). It is difficult, requiring the listener to emphasize and experience the client’s emotional flow and then communicate it back.

One important skill that trainee counselors can learn involves listening for feeling words and phrases, including (Nelson-Jones, 2014):

Clients typically use a variety of feeling words, but they often cluster around central themes, such as a lack of self-confidence, difficulty coming to terms with loss, or fear of failing.

Once the counselor hears and understands these feelings, they can reflect them back, often using a variation of “You feel X because Y.”

“You’re angry and hurt because that person lied to you, and you can’t tell them anymore.”

Manage initial resistances

Resistance may present itself at any point during counseling. Perhaps the client is ambivalent, reluctant, or challenges the process based on what they think they need (Nelson-Jones, 2014).

Active listening skills can help with all forms of resistance. For example, a counselor encountering aggression, rather than challenging it or becoming sucked in, can reflect it back, showing, loud and clear, that the client’s feelings have been heard and registered.

Take the following example:

Client: “ This is a waste of time. My parents are idiots; they just don’t get me. ” Counselor: “ You are angry coming here because you feel your parents are the ones with the problems. ”

Feedback can open up further discussion regarding the client’s feelings toward their parents and inform a greater understanding that can build the counseling relationship.

Active empathic listening

Active empathic listening involves going beyond the person’s words and fully grasping their emotions. While valuable in any situation, it is particularly beneficial during therapy and in times of crisis (Crisis Prevention Institute, 2016; Westland, 2015).

Sometimes simply being with a person in a state of high emotional upset can be enough, especially when we are unsure of what to say or how best to provide comfort. Showing compassion and being willing to share our time can offer great support, mainly when we are doing the following (Crisis Prevention Institute, 2016):

• Being nonjudgmental
• Giving the other person our undivided attention
• Listening carefully to feelings and facts
• Sitting comfortably with silence
• Using nonverbal messages to show we are listening and understanding

When clients are either overwhelmed by their emotions or unable to put feelings into words, being present, open, and authentic can offer an environment where they can find a safe place to calm down to share how they feel (Westland, 2015).

The art of active listening – Harvard Business Review

Nelson-Jones (2014) suggests the following fundamental skills for effective active listening within the context of therapy sessions and beyond.

Receive voice messages accurately

How we frame our voice and our body can make significant differences to what we communicate, and it is vital that we maintain an awareness of each when speaking and listening. VAPER is a helpful acronym for monitoring and reviewing how our clients (or indeed ourselves) heighten or contradict the words we are using (modified from Nelson-Jones, 2014).

• Volume – How loudly or softly are we speaking?
• Articulation – Is our speech distinct? Does it lack clarity?
• Pitch – Are we pitching our voice too high or too low?
• Emphasis – Is our emphasis adequately contributing to the feelings we are sharing?
• Rate – Are we speaking too quickly, without adequate pauses, or so slowly that we appear weak or unmotivated?

Receive body messages accurately

Trainees and experienced counselors should pay particular attention to nonverbal messages shared by the client’s body. Such communication can indicate when they are holding back or concealing something, intentionally or otherwise.

Particular attention should be given to the following (Nelson-Jones, 2014):

• Facial expression – How does the expression on their face represent how they feel?
• Gaze – How much attention is directed at us? Where else are they looking?
• Eye contact – Are they avoiding deeper communication or giving too much away by restricting eye contact?
• Gestures – Are their gestures broad and sweeping or small, controlled, and inhibited?
• Posture – Does how they sit provide information regarding their degree of confidence?
• Physical closeness – Are they nearer or further away than four feet (a typical, acceptable distance between counselor and client)? And are there times they (or we) lean in closer to show interest or empathy?

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Use paraphrasing

Mechanically parroting what another person is saying is annoying and damaging to the therapeutic relationship.

Instead, well-developed paraphrasing skills form part of active listening and show that the listener is engaged and understands what is being said (Nelson-Jones, 2014).

It is so effective that sparingly using the client’s words and staying close to their language style actually reward the speaker’s utterances.

Show awareness and understanding of context and differences

Clients’ problems have a context; they do not exist in a vacuum. For each person, the contextual variables vary, as does their relevance. We must consider what the following contextual factors mean for the client (Nelson-Jones, 2014):

• Health/medical
• Sexual orientation
• Support network

For counselors, it becomes increasingly important to become familiar with values, assumptions, and shared experiences relevant to communities within each of these groups.

For couples

Successful relationships rely on good communication, and communication in relationships can be improved with practice (Greiger, 2015).

• Validation Couples must learn to validate one another. Rather than simply recognizing what their partners say, they can learn to validate how they feel.
• Positive language Learning to use positive language  (rather than negative and critical language) can stop one partner from feeling ambushed or criticized.
• Increased eye contact Looking at our partners directly in a calm and relaxed way can increase understanding and reduce miscommunication. Have couples practice looking each other directly in the eyes for up to five minutes.

Children can also benefit from active listening, and it is a skill that will help them in multiple areas of their lives (Listenwise, n.d.).

• Stories and prediction Sharing stories with children in groups and then asking them reflective questions encourages them to develop their active listening skills.
• Creating questions Children can practice their active listening skills by writing down questions while listening to their teacher talking.
• Simon says This fun game is a great way to ensure that children are competent listeners while learning how to focus and maintain their attention.

For parents

Parents should focus on active listening when communicating with their children. The following active listening techniques can help (The Center for Parenting Education, n.d.).

• Show that you are listening to your child; they must realize they are worthy of your attention.
• Hearing their upsets and their distress can help demonstrate the importance of their thoughts and feelings.
• Allowing a child time to choose their course of action shows that you trust their reasoning.
• Practice not judging your child and accepting (even if not agreeing) with what they say.
• Learn to be objective and keep your personal feelings separate from your child.
• Do not enter a conversation with a specific result in mind.

For managers

Active listening can form a valuable part of staff coaching, but it takes practice. Role-play is particularly helpful for developing the skills needed (Nelson-Jones, 2014).

Dealing with resistance

Work with a peer to practice overcoming resistance by using active listening skills. Practice situations where the employee is resistant to opening up about issues or difficulties at work by:

• Showing increased emotional understanding
• Giving them permission to be reluctant
• Engaging with the individual’s self-interest and self-protection
• Rewarding them for their talking and sharing

Preparing the environment

Ensure that the environment is safe and secure for an open discussion. It can be helpful to set boundaries if there are several people to ensure that people aren’t talked over and have the opportunity to ask questions.

Avoiding limiting language

Using the wrong sort of language can stop people from actively communicating. Try to avoid statements such as the following (Horton, 2019):

• Providing advice – “Why don’t you do this?” “You should try to …”
• Telling stories – “That reminds me of when I …”
• One-upping – “That’s nothing. You should have seen what happened when I …”

It is all too easy to stop people from openly communicating by suggesting that their views – what they think and how they feel – are less important.

Try these communication exercises for work  to help implement active listening in the workplace.

17 Exercises To Develop Positive Communication

17 Positive Communication Exercises [PDFs] to help others develop communication skills for successful social interactions and positive, fulfilling relationships.

Created by Experts. 100% Science-based.

We have many resources available for improving the communication skills of therapists, counselors, and their clients.

Free resources include:

• Anger Exit and Re-Entry Share this three-step process with clients to take a couple from conflict to constructive communication.
• Conflict Resolution Checklist A valuable 10-item checklist to help resolve conflict
• Using “I” Statements Using “I” Statements can be a straightforward way to communicate how you feel while simultaneously owning your feelings and outlining the details of the problem as you perceive it.
• Assertive Communication Understand the difference between assertive, aggressive, and passive communication  by reflecting on personal scenarios.

More extensive versions of the following tools are available with a subscription to the Positive Psychology Toolkit© , but they are described briefly below:

• Active-Constructive Responding This exercise introduces participants to the concept of capitalization interactions in which one person talks about something positive that happened to them, and another person responds to that disclosure.
• Listening Without Trying to Solve This tool is based on the concept of listening without problem-solving. The group exercise invites participants to pair up and experience two scenarios: (1) sharing a problem while being listened to and (2) sharing a problem while receiving advice and solutions.

If you’re looking for more science-based ways to help others communicate better, check out this collection of 17 validated positive communication tools for practitioners. Use them to help others improve their communication skills and form deeper and more positive relationships.

Active listening is more than just sitting back quietly; it involves “what the interviewer says in response to what the speaker offers” (Miller & Rollnick, 2013, p. 49).

Rather than putting up roadblocks to open dialogue (blaming, shaming, and over-analyzing), the friend, colleague, family member, and therapist must show they are listening, understanding, and empathizing.

Neither party should aim for one-upmanship or authority, but rather should aim to form a collaborative alliance. When we show empathy as part of active listening, we encourage the speaker to share more by validating without judgment.

Active and empathetic listening is a vital skill in counseling. Mental health professionals adopt an attitude of respect and acceptance, understanding their client’s internal frame of reference and reflecting back feelings to show they are in tune.

To ensure active listening with clients, we must remain present and available. And perhaps most importantly, we must learn and have the courage to walk in their shoes.

We hope you enjoyed reading this article. Don’t forget to download our three Positive Communication Exercises (PDF) for free . References

• Abrahams, R., & Groysberg, B. (2021, December 21). How to become a better listener . Harvard Business Review. Retrieved June 19, 2022, from https://hbr.org/2021/12/how-to-become-a-better-listener
• Adams, M. (2016). Coaching psychology in schools: Enhancing performance, development and wellbeing . Routledge.
• American Psychological Association. (n.d.) Active listening. In APA dictionary of psychology. Retrieved June 19, 2022, from https://dictionary.apa.org/active-listening
• The Center for Parenting Education. (n.d.). The skill of listening . Retrieved June 19, 2022, from https://centerforparentingeducation.org/library-of-articles/healthy-communication/the-skill-of-listening/
• Crisis Prevention Institute. (2016, October 12). 7 tips for empathic listening . Retrieved June 19, 2022, from https://www.crisisprevention.com/Blog/7-Tips-for-Empathic-Listening
• Listenwise. (n.d.). Developing listening skills for kids . Retrieved June 19, 2022, from https://listenwise.com/active_listening_kids
• Engel, J. (2018, December 19). How empathic and active listening can improve workplace communication . Forbes. Retrieved June 19, 2022, from https://www.forbes.com/sites/forbescoachescouncil/2018/12/19/how-empathic-and-active-listening-can-improve-workplace-communication/
• Greiger, R. (2015). The couples therapy companion: A cognitive behavior workbook . Routledge.
• Horton, A. (2019, July 7). How I learned to be better at active listening as a manager . Fast Company. Retrieved June 19, 2022, from https://www.fastcompany.com/90372821/how-i-learned-to-be-better-at-active-listening-as-a-manager
• Miller, W. R., & Rollnick, S. (2013). Motivational interviewing: Preparing people for change . Guilford Press.
• Nelson-Jones, R. (2014). Practical counselling and helping skills . Sage.
• Westland, G. (2015). Verbal and non-verbal communication in psychotherapy . W.W. Norton & Company.

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Active Listening Skills, Examples and Exercises

September 20, 2017 - Sophie Thompson

In today’s world of high tech and high stress, communication is more important than ever, however we spend less and less time really listening to each other. Genuine, attentive listening has become rare.

Active listening skills can help build relationships, solve problems, ensure understanding and avoid conflict. By becoming a better listener, you’ll improve your workplace productivity, as well as your ability to  lead a team , persuade and negotiate.

Active listening definition

Active listening requires the listener to fully concentrate, understand, respond and then remember what is being said. You make a conscious effort to hear and understand the complete message being spoken, rather than just passively hearing the message of the speaker.

In this article, we’ll cover the following:

Why is listening important?

Benefits of active listening, what makes a good listener.

• Verbal and non-verbal signs of active listening

Four different listening styles

Examples of active listening, barriers to effective listening.

• Tips to becoming an effective listener
• Listening exercises

Listening is the most fundamental component of communication skills. Listening is not something that just happens, listening is an active process in which a conscious decision is made to listen to and understand the messages of the speaker.

Active listening is also about patience, listeners should not interrupt with questions or comments. Active listening involves giving the other person time to explore their thoughts and feelings, they should be given adequate time for that.

We spend a lot of time listening

Various studies stress the  importance of listening  as a communication skill. The studies on average say we spend 70-80% of our waking hours in some form of communication. Of that time, we spend about 9 percent writing, 16 percent reading, 30 percent speaking, and 45 percent listening.

Studies also confirm that most of us are poor and inefficient listeners. Most of us are not very good at listening, research suggests that we remember less than 50% of what we hear in a conversation.

There are many important benefits of active listening, these include:

• Builds deep trust  – As you cultivate the habit of listening sincerely, you  invite people to open up . They can sense that you will not be jumping to conclusions based on superficial details. They also realise that you care enough about them to listen attentively. While building trust takes time, it leads to great benefits such as lifelong friendships and a promise of help in difficult times.
• Broadens your perspective  – Your own perspective in life is not the complete truth or how everyone else sees it. The way you understand life from your beliefs and thinking is only one way to look at it – listening to other people’s perspectives allows you to look at life from different perspectives, some of which you may not have thought of before.
• Strengthens your patience  – The ability to be a good listener takes time and you need to develop it with regular efforts over time. But as you gradually get better and better at listening, an automatic benefit is that you develop patience. Patience to let the other person express his or her feelings and thoughts honestly while you don’t judge.
• Makes you approachable  – As you present yourself as a patient listener, people feel more naturally inclined to communicate with you. By being there for them, you give them the freedom to express their feelings.
• Increases competence and knowledge  – Great listening skills make an employee more competent and capable, regardless of their position. The more an individual can get information out of the meetings, the instructions, and reports provided to him, the more efficient and successful they will be at completing the task. Listening also builds knowledge and helps fulfil work requirements through progressive learning.
• Saves time and money  – Effective listening not only reduces risks of misunderstanding and mistakes that could be very damaging to the business, but it also saves time and money by avoiding starting a task or a project over again, just because the directives given were misunderstood. Employees do not waste precious time and a specific budget allocated to a project.
• Helps detect and solve problems  – As a leader, they should always be attentive to what employees have to say. In the workplace, they are the first ones to spot flaws and come up with suggestions for improvements. Listening to colleagues will help you understand what needs to be changed and worked on to retain talent and make improvements.

Good listeners actively endeavour to understand what others are really trying to say, regardless of how unclear the messages might be. Listening involves not only the effort to decode verbal messages, but also to interpret non-verbal cues such as facial expressions and physical posture.

Effective listeners make sure to let others know that they have been heard, and encourage them to share their thoughts and feelings fully.

You also need to show to the person speaking that you’re listening through non-verbal cues, such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’. By providing this feedback the person speaking will usually feel more at ease and communicates more easily, openly and honestly.

Listening vs. hearing

Hearing is an accidental and automatic brain response to sound that requires no effort. We are surrounded by sounds most of the time. For example, we are accustomed to the sounds of cars, construction workers and so on. We hear those sounds and, unless we have a reason to do otherwise, we  learn to ignore them .

Hearing is:

• Involuntary

Listening, on the other hand, is purposeful and focused rather than accidental. As a result, it requires motivation and effort. Listening, at its best, is active, focused, concentrated attention for the purpose of understanding the meanings expressed by a speaker.

Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses his or her body. In other words, it means being aware of both verbal and non-verbal messages. Your ability to listen effectively depends on the degree to which you perceive and understand these messages.

Listening is:

• Intentional

Practice Active Listening

Practice your listening skills with exercises and audio recordings, then answer quiz questions to evaluate your listening skills. Learn More

Verbal and non-verbal signs of active listening skills

It’s a horrible feeling talking to someone and realising that they are not really listening. There are some simple steps you can take to let the speaker know you are actively listening, such as asking relevant questions,  positive body language , nodding and maintaining eye contact.

Non-verbal signs of active listening

The people are listening are likely to display at least some of these signs. However, these signs may not be appropriate in all situations and  across all cultures .

• Smile  – small smiles can be used to show that the listener is paying attention to what is being said or as a way of agreeing or being happy about the messages being received. Combined with nods of the head, smiles can be powerful in affirming that messages are being listened to and understood.
• Eye Contact  – it is normal and usually encouraging for the listener to look at the speaker. Eye contact can however be intimidating, especially for more shy speakers – gauge how much eye contact is appropriate for any given situation. Combine eye contact with smiles and other non-verbal messages to encourage the speaker.
• Posture  – can tell a lot about the sender and receiver in interpersonal interactions. The attentive listener tends to lean slightly forward or sideways whilst sitting. Other signs of active listening may include a slight slant of the head or resting the head on one hand.
• Distraction  – the active listener will not be distracted and therefore will refrain from fidgeting, looking at a clock or watch, doodling, playing with their hair or picking their fingernails.

Verbal Signs of active listening

• Positive Reinforcement  – this can be a strong signal of attentiveness, however too much use can be annoying for the speaker. Occasional words and phrases, such as: ‘very good’, ‘yes’ or ‘indeed’ will indicate that you are paying attention.
• Remembering  – try to remember a few key points, such as the name of the speaker. It can help to reinforce that what is being said has been understood. Remembering details, ideas and concepts from previous conversations proves that attention was kept and is likely to encourage the speaker to continue.
• Questioning  – the listener can demonstrate that they have been paying attention by  asking relevant questions  and/or making statements that build or help to clarify what the speaker has said. By asking relevant questions the listener also helps to reinforce that they have an interest in what the speaker has been saying.
• Clarification  – this involves asking questions of the speaker to ensure that the correct message has been received. Clarification usually involves the use of open questions which enables the speaker to expand on certain points as necessary.

If listening were easy, and if all people went about it in the same way, the task for a public speaker would be much easier.

1. People oriented

The people-oriented listener is interested in the speaker. They listen to the message in order to learn how the speaker thinks and how they feel about their message. For instance, when people-oriented listeners listen to an interview with a famous musician, they are likely to be more curious about the musician as an individual than about music.

2. Action or task oriented

Action-oriented listeners are primarily interested in finding out what the speaker wants. Does the speaker want votes, donations, volunteers, or something else? It’s sometimes difficult for an action-oriented speaker to listen through the descriptions, evidence, and explanations with which a speaker builds his or her case.

For example, when you’re a passenger on an airplane, a flight attendant delivers a brief safety briefing. The flight attendant says only to buckle up so we can leave. An action-oriented listener finds buckling up a more compelling message than a message about the underlying reasons.

Content-oriented listeners are interested in the message itself, whether it makes sense, what it means, and whether it’s accurate. Content-oriented listeners want to listen to well-developed information with solid explanations.

People using a time-oriented listening style prefer a message that gets to the point quickly. Time-oriented listeners can become impatient with slow delivery or lengthy explanations. This kind of listener may be receptive for only a brief amount of time and may become rude or even hostile if the speaker expects a longer focus of attention.

To learn more about listening styles, read  The Importance of Listening – Listening Styles

Here are  some examples  of statements and questions used with active listening:

• Paraphrasing  – “So, you want us to build the new school in the style of the old one?”
• Brief verbal affirmation  – “I appreciate the time you’ve taken to speak to me”
• Asking open-ended questions  – “I understand you aren’t happy with your new car. What changes can we make to it?”
• Asking specific questions  – “How many employees did you take on last year?”
• Mentioning similar situations  – “I was in a similar situation after my previous company made me redundant.”
• Summarise questions  – A job candidate who summarises their understanding of an unclear question during an interview.
• Notice people speaking  – A meeting facilitator encouraging a quiet team member to share their views about a project.
• Summarise group conversations  – A manager summarizing what has been said at a meeting and checking with the others that it is correct.

Everyone has difficulty staying completely focused during a lengthy presentation or conversation, or even relatively brief messages. Some of the factors that interfere with good listening might exist beyond our control, but others are manageable. It’s helpful to be aware of these factors so that they interfere as little as possible with understanding the message. Here are some key barriers:

Noise is one of the biggest factors to interfere with listening; it can be defined as anything that interferes with your ability to attend to and understand a message. There are many kinds of noise, the four you are most likely to encounter in public speaking situations are: physical noise, psychological noise, physiological noise, and semantic noise.

2. Attention Span

A person can only maintain focused attention for a  finite length of time . Many people argued that modern audiences have lost the ability to sustain attention to a message. Whether or not these concerns are well founded, you have probably noticed that even when your attention is glued to something in which you are deeply interested, every now and then you pause to do something else, such as getting a drink.

3. Receiver Biases

Good listening involves keeping an open mind and withholding judgment until the speaker has completed the message. Conversely, biased listening is characterized by jumping to conclusions; the biased listener believes, “I don’t need to listen because I already know this.” Receiver biases can refer to two things: biases with reference to the speaker and preconceived ideas and opinions about the topic or message. Everyone has biases but good listeners hold them in check while listening.

4. Listening Apprehension

This is the fear that you might be unable to understand the message or process the information correctly or be able to adapt your thinking to include the new information coherently. In some situations, you might worry that the information presented will be too complex for you to understand fully.

Tips to become an effective listener and improve active listening skills

Tips to help you develop effective listening skills.

Face the speaker and maintain eye contact

Talking to someone while they scan the room, study a computer screen, or gaze out the window is like trying to hit a moving target. How much of the person’s divided attention you are actually getting? Fifty percent? Five percent?

In most Western cultures,  eye contact  is considered a basic ingredient of effective communication. When we talk, we look each other in the eye. Do your conversational partners the courtesy of turning to face them. Put aside papers, books, the phone and other distractions. Look at them, even if they don’t look at you. Shyness, uncertainty or other emotions, along with cultural taboos, can inhibit eye contact in some people under some circumstances.

Be attentive and relaxed

Give the speaker your undivided attention, and acknowledge the message. Recognise that  non-verbal communication is very powerful . In order to be attentive, you’ll:

• Maintain eye-contact with the speaker
• Direct yourself towards the speaker
• Pay attention to what’s being said
• Put aside distracting thoughts

Mentally screen out distractions, like background activity and noise. In addition, try not to focus on the speaker’s accent or speech mannerisms to the point where they become distractions. Finally, don’t be distracted by your own thoughts, feelings, or biases.

Keep an open mind

Listen without judging the other person or mentally criticizing the things she tells you. If what she says alarms you, go ahead and feel alarmed, but don’t say to yourself, “Well, that was a stupid move.” As soon as you indulge in judgmental bemusements, you’ve compromised your effectiveness as a listener.

Listen without jumping to conclusions and don’t interrupt to finish their sentences. Remember that the speaker is using language to represent the thoughts and feelings inside her brain. You don’t know what those thoughts and feelings are and the only way you’ll find out is by listening.

Don’t interrupt or cut them off

Children used to be taught that it’s rude to interrupt. I’m not sure that message is getting across anymore. Certainly the opposite is being modelled on the majority of talk shows and reality programs, where loud, aggressive, in-your-face behaviour is condoned, if not encouraged.

Interrupting sends a variety of messages:

• I’m more important than you are
• What I have to say is more interesting
• I don’t care what you think
• I don’t have time for your opinion

We all think and speak at different rates. If you are a quick thinker and an agile talker, the burden is on you to relax your pace for the slower, more thoughtful communicator—or for the guy who has trouble expressing himself.

Ask questions to clarify what they are saying

When you don’t understand something, of course you should ask the speaker to explain it to you. But rather than interrupt, wait until the speaker pauses. Then say something like, “Back up a second. I didn’t understand what you just said about…”

Ask questions and summarise to ensure understanding

When the person speaking has finished talking, ask questions relevant to what they are saying – try not to lead people in directions that have nothing to do with where they thought they were going. Sometimes we work our way back to the original topic, but very often we don’t.

You can also summarise the conversation to make sure you understand all the person is trying to say – this works well at networking events at the end of conversations, it also gives you an excuse to move onto another conversation.

Try to feel what the speaker is feeling

Empathy is the heart and soul of good listening. To  experience empathy , you have to put yourself in the other person’s place and allow yourself to feel what it is like to be her at that moment. This is not an easy thing to do. It takes energy and concentration. But it is a generous and helpful thing to do, and it facilitates communication like nothing else does.

Give the speaker regular feedback

Show that you understand where the speaker is coming from by reflecting the speaker’s feelings. If the speaker’s feelings are hidden or unclear, then occasionally paraphrase the content of the message. Or just nod and show your understanding through appropriate facial expressions and an occasional well-timed “uh huh.”

Pay attention to non-verbal cues

The majority of face-to-face communication is non-verbal. We get a great deal of information about each other without saying a word. When face to face with a person, you can detect enthusiasm, boredom, or irritation very quickly in the expression around the eyes, the set of the mouth, the slope of the shoulders. These are clues you can’t ignore. When listening, remember that words convey only a fraction of the message.

To read these listening tips in more detail, visit  10 Steps To Effective Listening

Listening skills exercises

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Summarise the conversation exercise

For a week, try concluding every conversation in which information is exchanged with a summary. In conversations that result in agreements about future activities, summarising will ensure accurate follow-through.

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What Is Active Listening and How Can You Improve This Key Skill?

Learn active listening techniques that will help you become a better communicator. 

Active listening is a key communication skill that involves absorbing the information someone shares with you, and reflecting back—through questions and your body language—that you heard them. Active listening is considered a valuable workplace skill because it can often lead to clearer communication and build more effective relationships with your colleagues, manager, and clients.

As with any skill, you can improve active listening with practice and by approaching conversations with greater intentionality. In this article, we'll go over what it means to actively listen and review seven ways you can improve your listening abilities.  

What is active listening?

Oftentimes, we don't retain what we hear. In fact, the average listener only remembers 25 percent of a talk or lecture two months later, according to testing from Harvard Business Review [ 1 ]. Active listening requires much deeper attention and empathy, which ideally leads to a greater understanding. It is the practice of paying full attention to what someone is saying in order to demonstrate unconditional acceptance and unbiased reflection, according to researcher Harry Weger [ 2 ].

Carl Rogers originally developed the methodology, sometimes known as “reflective listening,” for psychologists in the 1950s [ 3 ]. It has since been used in fields such as business and education. When we practice active listening, two outcomes typically happen: You retain important information and the person speaking to you feels understood.

Benefits of active listening

The practice of being more conscious while listening can benefit your career. In your day-to-day conversations with colleagues, in networking, in sustaining genuine connections as a manager, listening makes people feel heard. Empathy, the basis of active listening, is crucial in building meaningful relationships. Active listening can even help you manage your emotions, retain data and information better, and resolve conflict.

Demand for social and emotional skills, including active listening, is projected to grow by more than 20 percent across all industries between 2016 and 2030, according to McKinsey [ 4 ]. Further, research suggests that good interpersonal skills are a strong predictor of workplace success overall, due to the link between team effectiveness, empathy, and inclusivity [ 5 ].

Learn more: 22 Ways to Improve Your Communication Skills in the Workplace

To get a better sense of active listening, watch this video from the University of Pennsylvania’s Wharton School:

7 active listening techniques

If you're interested in improving your active listening skill, the techniques listed below may be useful. They are derived from the notion that active listening is a practice that can always be improved.

1. Focus on the intent and purpose of the conversation.

Active listening begins with an intent to be conscious and receptive to the other person—including the intent and purpose of the conversation—in order to truly understand and empathize with them. Incorporating mindfulness into active listening means that the speaker has your full attention.

Being mindful generally means being respectful and aware of the present moment. No daydreaming, no interrupting, and no thinking about what you're going to say in response. Instead, take in the content and purpose of their words and body language. That way, you and the speaker build an authentic connection.

2. Pay attention to body language.

Much of communication relies on the nonverbal. In fact, in face-to-face conversation, communication is 55 percent nonverbal, 38 percent vocal, and 7 percent words, according to researcher Albert Mehrabian [ 6 ].

Body language refers to the conscious and unconscious gestures and movements that express or convey information. It can include facial expressions, posture, hand gestures, eye contact or movement, and touch. When listening to others, consider what your body language says. Nodding your head, making eye contact, or smiling (if appropriate) are excellent cues to show that you're paying attention.  

3. Give encouraging verbal cues.

Verbal cues are responses a listener may express to show they understand what's being shared. This includes what Wharton professor Maurice Schweitzer considers “minimal encouragers,” such as replying “yes, I see” or “mmhmm” or “I understand.” These are often used alongside gestures and expressions, such as smiling or nodding.

In turn, the speaker might give verbal cues when they want the listener to pay extra attention, like speaking more slowly or loudly to emphasize certain points, stressing certain words, using a different tone of voice, or pausing. In that silence, they might expect a response from their listener.

Neurodivergence: Listening with the ears

Neurodiversity is "a concept where neurological differences are to be recognized and respected as any other human variation. These differences can include those labeled as Dyspraxia, Dyslexia, Attention Deficit Hyperactivity Disorder, Dyscalculia, Autistic Spectrum, Tourette Syndrome, and others [ 7 ] ."

While many of us might consider eye contact and body language to be hallmarks of good communication, neurodivergent individuals may communicate in different ways than we are used to. This could manifest in less eye contact and more limited body language, as well as more blunt and unfiltered use of language. 

When in conversation with neurodivergent individuals, practice content-oriented actions like paraphrasing, summarizing, and asking questions to help the other person feel heard. 

4. Clarify and paraphrase information.

Sometimes, it is not enough to nod and maintain eye contact in a conversation. In the workplace, you might have doubts about whether your mind grasped the full picture. Clarifying and paraphrasing the information back to the speaker can help both of you fill in any gaps in understanding.

In formal situations, with a supervisor or a professor: Paraphrasing information can help you ensure that you have completely and accurately understood what the other person is trying to communicate.

Supervisor: “I just wrapped up a meeting with the executive staff, and your budget proposal has been conditionally approved for next quarter.”

Direct report: “So we can begin hiring for the new roles as long as we meet our quarterly goal? Is that correct?”

Supervisor: “Yes, exactly.”

5. Ask questions.

Asking questions can eliminate confusion. You may think you have processed most of what they said, but you still have questions. By asking clarifying questions, you ensure you have heard the correct information.

As an active listener, you can also demonstrate interest by asking questions. Asking an open-ended question can encourage the speaker to elaborate on an important or interesting idea. It also shows that you have been listening attentively up to that point, and you want to know more. This can nurture a bond between the speaker and listener.

6. Refrain from judgment.

When practicing active listening, it is important to remain open, neutral, and nonjudgmental. What’s so wonderful about taking the steps to become a better listener is that you can engage with new ideas, perspectives, and opportunities that you may never have accessed previously. Withholding judgment, avoiding criticism, and approaching each conversation with an open mind can open many doors.

7. Summarize, share, and reflect.

Toward the end of your interaction, make sure you end on a high note. Share a quick summary or a few notes about what the speaker said. If prompted, give your thoughts and opinions in a way that demonstrates you have digested the information. In informal settings, sharing thoughts and feelings may lead to deeper and meaningful conversations.

After the interaction, reflect on what you learned. Whether it was a lecture, interview, or a conversation with an old friend, you may have strong feelings or ideas that need to be processed or written down. You may want to share your reflections with your teacher, colleague, or friend. Feel free to reach out to them and engage with them after the initial interaction.

Build job-ready communication skills at your own pace with the Achieving Personal and Professional Success Specialization from the University of Pennsylvania, or practice the fundamentals of conflict resolution and intercultural communication with the Conflict Management Specialization from the University of California Irvine.

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Article sources

Harvard Business Review. “ Listening to People .  https://hbr.org/1957/09/listening-to-people." Accessed May 18, 2023.

International Journal of Listening. " Active Listening in Peer Interviews: The Influence of Message Paraphrasing on Perceptions of Listening Skill , https://www.tandfonline.com/doi/full/10.1080/10904010903466311." Accessed May 18, 2023.

American Psychological Association. “ Behind the Mirror , https://www.apa.org/pubs/journals/features/hum-42-354.pdf." Accessed May 18, 2023.

McKinsey & Company. “ Skill Shift Automation and the Future of the Workforce , https://www.mckinsey.com/~/media/mckinsey/industries/public%20and%20social%20sector/our%20insights/skill%20shift%20automation%20and%20the%20future%20of%20the%20workforce/mgi-skill-shift-automation-and-future-of-the-workforce-may-2018.pdf.” Accessed May 18, 2023.

Science. “ Evidence for a Collective Intelligence Factor in the Performance of Human Groups , https://www.science.org/doi/10.1126/science.1193147." Accessed May 18, 2023.

The University of Texas Permian Basin. “ How Much of Communication Is Nonverbal? , https://online.utpb.edu/about-us/articles/communication/how-much-of-communication-is-nonverbal/.” Accessed May 18, 2023.

National Symposium on Neurodiversity at Syracuse University. “ What Is Neurodiversity? , https://neurodiversitysymposium.wordpress.com/what-is-neurodiversity/.” Accessed May 18, 2023.

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Active Listening: Definition, Skills, & Benefits

Sara Viezzer

BSc (Hons) Psychology, MSc in Applied Neuropsychology

Sara Viezzer is a graduate of psychological studies at the University of Bristol and Padova. She has worked as an Assistant Psychologist in the NHS for the past two years in neuroscience and health psychology. Sara is presently pursuing a Doctorate in Clinical Psychology at the South London and Maudsley NHS Foundation Trust.

Learn about our Editorial Process

Olivia Guy-Evans, MSc

Associate Editor for Simply Psychology

BSc (Hons) Psychology, MSc Psychology of Education

Olivia Guy-Evans is a writer and associate editor for Simply Psychology. She has previously worked in healthcare and educational sectors.

Saul McLeod, PhD

Editor-in-Chief for Simply Psychology

BSc (Hons) Psychology, MRes, PhD, University of Manchester

Saul McLeod, PhD., is a qualified psychology teacher with over 18 years of experience in further and higher education. He has been published in peer-reviewed journals, including the Journal of Clinical Psychology.

On This Page:

Active listening is more than ‘hearing’ someone’s words. It means fully attuning to the feelings and views of the speaker, demonstrating unbiased acceptance and validation of their experience (Nelson-Jones, 2014). 

When we practice active listening, we pay attention to what is being communicated both verbally and nonverbally, focussing on the content of the message but also on the interpretation of the emotions conveyed through it and the body language.

In addition, we make an effort to show our understanding of the message, acknowledging the speaker’s internal frame and reflecting back on their emotions (Miller and Rollnick, 2012). 

Components of Active Listening

The concept has its roots in the formulation of psychologists Rogers and Farson (1987), who describe active listening as an important tool to foster positive change, in both dyadic and client-helper interactions and in group contexts. 

According to their perspective, there are three main components of successful active listening:

• Listen for total meaning 

When someone is communicating a message, there are two different layers to pay attention to the content and the feeling or attitude that underlies the content. By attuning to both these aspects, it is possible to fully engage in what a person is saying and accurately understand the meaning of the message. 

• Respond to feelings 

After listening, it is essential to respond to the feeling component of the message at the appropriate time. In this way, the speaker feels believed and supported, and an empathetic relationship is established. 

• Note all cues 

Nonverbal cues include the person’s facial expressions, eye contact, body posture, and voice tone. Paying attention to these signals can help gain a better understanding of the speaker’s emotional state and level of comfort. 

Overall, by putting in place these principles, it is possible to create a climate of respect and acceptance that provides a sense of psychological security to the speaker.

This, in turn, makes people more aware of the experiences that have been shared in the conversation and open to reflecting on alternative perspectives that can prompt a personal positive change. 

Ultimately, active listening helps build deeper and stronger relationships between the listener and the speaker (Rogers and Farson, 1987).

How to Improve Active Listening Skills

Since active listening requires a set of skills that goes beyond typical social skills used in everyday interactions, it is important to increase awareness of which behaviors can improve the quality of our listening experience, serving the values of empathy , genuineness, and unconditional positive regard (Westland, 2015). 

Paraphrasing

Restating what a person has said in our own words gives us the opportunity to understand whether we captured their point of view accurately. It also conveys interest in the content of the conversation and prevents potential miscommunications (Garland, 1981). 

For example, what we might say is, “I understand that this X situation has caused Y,” followed by, “Is that correct?”. 

In this way, we encourage the speaker to keep talking and further elaborate on their thoughts.

Receiving active listening paraphrases also creates a greater sense of closeness with the listener and can increase perceptions of social attractiveness, meaning that the target person is more likely to be considered a pleasant member of one’s social circle (Weger, Castle, and Emmett, 2010).

Open-ended questions

Asking closed, “yes or no” questions can block access to the speaker’s internal frame of reference, reducing the amount of information shared and preventing the conversation from flowing.

Instead, open-ended questions do not contain predetermined answers and are, therefore, a more powerful tool for obtaining expansive responses. 

In practice, we can replace the question “Do you think this was the wrong decision?” with “What do you think about this decision?” and “How do you think you could have responded differently?”.

In general, questions starting with “What?”, “How?” and “Why” are less biased and more likely to generate a full answer.

Verbalizing emotions

Although similar to paraphrasing, verbalizing emotions refers less to the content and more to perceiving the feelings expressed by the speaker and reflecting them back (Miller and Rollnick, 2013).

It involves listening for words and phrases manifesting emotional states ranging from fear , lack of self-confidence, and boredom to cheerfulness and excitement. 

For example, if a person says, sighing, “Tomorrow I have got an early shift at work,” we can verbalize their emotions by saying, “You don’t seem to be looking forward to it.” In this way, we encourage the other person to open up and evaluate their own feelings.

Verbal affirmations

Showing short, positive expressions of interest demonstrates our engagement in the conversation, motivating the person to keep talking without interruptions (Nelson-Jones, 2014). 

Some affirmations that can act as small incentives are “I understand,” “I see,” and “That makes sense,” often accompanied by expressions of encouragement such as smiling and nodding. 

Verbal affirmations are particularly effective when used in response to content the speaker wants us to pay particular attention to and can increase the other person’s perceptions of being believed and supported. 

Asking for clarification helps to gain a better understanding of concepts that are too vague or unclear. It delivers the positive intent of wanting to learn more rather than making assumptions that are based on our own interpretative structures. 

Clarifying questions can also prompt further reflection and redefinition of ideas that have been shared, helping people to see things from an alternative angle. Some examples of clarifying questions are “What do you mean by this?”, “Can you give me an example?”.

Encouraging

Encouraging the speaker to provide further details on the topic of the conversation demonstrates our willingness to listen and dig deeper (Weger, Castle, and Emmett, 2010).

It facilitates greater openness from the speaker, fostering feelings of safety and acceptance. 

During the narration of a story, we can, for example, ask, “What happened next?” or “How did this make you feel?”.  We may also try to use a different intonation to express our interest or offer verbal prompts to elicit further reflection.  

Non-verbal affirmations

Using positive body language also shows that we are present and willing to follow the conversation (McNaughton et al., 2008). Gently nodding our head, making eye contact, and smiling are simple, supportive cues that help the speaker feel listened to and comfortable. 

Maintaining a still position can also communicate total concentration and focus, and it is, therefore, important to avoid behaviors that manifest our distractibility, such as glancing at our watch, multitasking, or daydreaming.

Awareness of our facial expressions also ensures that we are not conveying any negative or judgemental response.

Waiting to disclose opinions

Patiently waiting to disclose our opinion allows the other person’s train of thought to continue without interruptions.

In addition, it minimizes the risk of the so-called “myside bias,” which is the tendency to interpret information in a way that confirms our opinions (Stanovich, West, and Toplak, 2013). 

If we feel the urge to immediately share our thoughts, we are delivering the message that the speaker’s ideas are less important than ours, and we demonstrate boredom and impatience.

By temporarily suspending our responses, we provide more space for reflection to the speaker, and we can gain a complete picture of their point of view.

What are Some Barriers to Active Listening?

Holding judgments.

When practicing active listening, self-monitoring our thoughts can help us refrain from making judgments. Responses containing labeling or criticism can increase the other person’s defensiveness, making the free expression of thoughts more difficult (Robertson, 2005). 

To maintain an open and non-judgemental attitude, we might consider that other people’s ideas are influenced by a variety of contextual factors, including culture , educational background, religious beliefs, and the support system around them (Nelson-Jones, 2014).

With this in mind, it is easier to create a climate of acceptance and use other people’s perspectives as opportunities to enrich our own.

Suggesting solutions

It can sometimes be tempting to suggest solutions to someone who expresses a problem or concern. Although it might seem supportive, it is worth asking ourselves if the person is truly soliciting our advice or if they are just looking for a space to be listened to. 

Jumping to solutions might indicate our discomfort about what the speaker is saying, and it can create an imbalance in power dynamics, discouraging them from coming up with their own solutions (Weiste and Peräkylä, 2014).

Alternatively, we can offer empathetic responses, such as “I understand this is causing frustration,” or reflect the speaker’s emotions.

Interrupting

Interruptions convey the message that we are not interested in what the other person has to say or that we do not have enough time to listen to them. They can also indicate an attempt to dominate the conversation by imposing their own opinion, which might leave the speaker less motivated to disclose deeper and more meaningful content. 

Waiting for natural breaks in the conversation or pausing for a few seconds before speaking are some strategies that can help maintain positive interactions with others (Lunenburg, 2010).

If we find ourselves interrupting, we might also allow the other person to continue speaking by saying, “Sorry for interrupting. Please go on.” 

Diverting the conversation

Changing the subject of the conversation shows that we are rejecting what the speaker is saying and is an indicator of unassertive communication (Weiste and Peräkylä, 2014). If we feel uncomfortable talking about a specific topic, it is more respectful to tell the other person directly and offer an alternative time to discuss. 

Diverting the conversation towards ourselves is also a major listening barrier.

Making statements such as “I had a similar situation when…” or “This is nothing compared to when I…”  will deliver the message that our experience is more relevant, introducing unhelpful comparisons with the speaker.

What are the Benefits of Active Listening?

Practicing active listening can have a positive impact in many areas of life, including personal relationships, social interactions, and work collaborations.

Building trust

When a person feels listened to, it is easier to create a relationship based on trust and loyalty. Especially when someone is dealing with hardships and problems, active listening allows us to showcase compassion, making the other person more comfortable sharing their vulnerabilities (Doell, 2003). 

In the workplace, building trust between team members helps establish healthier working relationships, boosting levels of engagement and sharing of information that is crucial for group development (Roger and Farson, 1957). 

Resolving conflicts

Sometimes, we become so entrenched in our own beliefs that it is difficult to see other people’s perspectives. Active listening gives the opportunity to understand alternative viewpoints and identify possible areas of agreement to move forward toward a resolution (Phillips, 1999).

When neither party is listening, the conversation becomes formulaic, and there is a greater risk of misunderstanding. 

Broadening knowledge

Maintaining a good level of interest in the topic of the conversation can promote understanding and learning of a variety of subjects. In personal interactions, this approach helps incorporate new knowledge and opinions into our perspective, empowering our ability to see things with greater awareness.

In the workplace, it allows us to have a more in-depth approach when trying to assimilate more details about a topic or when planning a strategy for organizational improvement.

Anticipating problems

When we make an effort to understand the speaker’s message correctly, we are in a better position to identify problems that are not immediately evident on the surface and devise a strategy to address them promptly (Phillips, 1999).

This can also limit the chance of errors occurring in the workplace, as we make sure we are not missing important information.

Promoting collaboration and empathy

Using validating words and feedback when listening to others’ experiences allows us to adopt a more empathetic attitude, resulting in greater emotional support and strengthening the quality of our relationships.

It also helps create a positive environment at work by encouraging open communication between colleagues and improving teams’ collaboration skills (Jonsdottir and Kristinsson, 2020).

Frequently Asked Questions

What is the difference between active and passive listening.

While in active listening, the listener pays complete attention to the content of the conversation and responds accordingly, in passive listening, there is no reaction or comment to the information that has been shared. 

A passive listener simply consumes the message without showing interest in the content and neglects the details that allow a full understanding of the speaker’s intention, including nonverbal cues and hidden meanings.

An indication of passive listening is the person not being able to fully absorb the content of the message and recall it in the future.  

How can active listening help to avoid miscommunication?

Miscommunication typically occurs when there is a mismatch between our understanding and the real meaning of the message, increasing the risk of problems and conflicts.

One of the most effective active listening skills that can help avoid miscommunication is restating what the person has said, as it will clarify whether the information has been understood properly, as well as asking relevant follow-up questions. 

In addition, fully engaging in the conversation and avoiding distractions will allow most of our attentional resources to be directed toward the speaker, noticing the nuances of their opinions more accurately.

How can active listening improve a relationship?

Listening is an emotional skill that enables us to be sensitive to what others are saying, prioritizing their expression of thoughts and feelings over ours.

Through active listening, we deliver the message that we want to be there for that person, providing a safe space where they will not be judged, disbelieved, or criticized. 

When we show understanding and the ability to remember information that is relevant to the other person, we can create stronger bonds and healthier relationships based on trust and empathy (Bodie et al., 2015).

Bodie, G. D., Vickery, A. J., Cannava, K., & Jones, S. M. (2015). The role of “active listening” in informal helping conversations: Impact on perceptions of listener helpfulness, sensitivity, and supportiveness and discloser emotional improvement.  Western Journal of Communication ,  79 (2), 151-173.

Doell, F (2003). “Partners’ listening styles and relationship satisfaction: listening to understand vs. listening to respond.” Graduate thesis. The University of Toronto Psychology Dept.

Garland, D. R. (1981). Training married couples in listening skills: Effects on behavior, perceptual accuracy and marital adjustment.  Family Relations , 297-306.

Jonsdottir, I. J., & Kristinsson, K. (2020). Supervisors’ active-empathetic listening as an important antecedent of work engagement.  International Journal of Environmental Research and Public Health ,  17 (21), 7976.

Lunenburg, F. C. (2010). Communication: The process, barriers, and improving effectiveness.  Schooling ,  1 (1), 1-10.

McNaughton, D., Hamlin, D., McCarthy, J., Head-Reeves, D., & Schreiner, M. (2008). Learning to listen: Teaching an active listening strategy to preservice education professionals.  Topics in Early Childhood Special Education ,  27 (4), 223-231.

Miller, W. R., & Rollnick, S. (2013).  Motivational interviewing: Helping people change . Guilford press.

Nelson-Jones, R. (2014). Nelson-Jones’ theory and practice of counselling and psychotherapy. Nelson-Jones’ Theory and Practice of Counselling and Psychotherapy , 1-528.

Phillips, B. (1999). Reformulating dispute narratives through active listening.  Mediation Quarterly ,  17 (2), 161-180.

Robertson, K. (2005). Active listening: More than just paying attention.  Australian Family Physician ,  34 (12), 1053–1055.

Rogers, C. R., & Farson, R. E. (1957). Active listening.  Chicago, IL .

Stanovich, K. E., West, R. F., & Toplak, M. E. (2013). Myside bias, rational thinking, and intelligence.  Current Directions in Psychological Science ,  22 (4), 259-264.

Weger Jr, H., Castle, G. R., & Emmett, M. C. (2010). Active listening in peer interviews: The influence of message paraphrasing on perceptions of listening skill.  The Intl. Journal of Listening ,  24 (1), 34-49.

Weiste, E., & Peräkylä, A. (2014). Prosody and empathic communication in psychotherapy interaction.  Psychotherapy Research ,  24 (6), 687-701.Westland, G. (2015).  Verbal and non-verbal communication in psychotherapy . WW Norton & Company.

4 Effective Steps to Use Analytical Listening in Problem Solving

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Analytical listening is a technique that can be used to identify different elements of a problem and find potential solutions. It involves breaking down a problem into smaller components and examining each part individually. In this article, we’ll take a look at what analytical listening is and what steps you can take to use analytical listening in problem-solving.

Learn and learn on the go!

Why is analytical listening important in problem-solving?

Analytical listening helps us understand the root cause of problems and find better solutions.

Listening with analytical thinking is important because it enables us to assess what we are hearing, whether information makes sense, how well data fits together, and if there might be a solution to the problem.

How can analytical listening help in our daily lives?

Because analytical listening allows you to assess what you are hearing before making judgments or taking action, this skill has many uses for day-to-day communication.

It can improve self-awareness when you ask yourself questions such as:

• “What am I interpreting from the speaker’s words and body language?”
• “Does this make sense? Does it fit in with what I know?”
• “What emotions am I experiencing right now, and are they affecting what I am hearing?”
• “What are some potential solutions to this problem?”

It can help you in your daily interactions by allowing you to clarify information that is important for making decisions. For example, analytical listening could be used when speaking with clients about their opinions on how well a product worked during testing.

You would ask analytical questions such as:

• “How did using our product compare to other products you have tried before?”.
• “What did you like about our product?”
• “What are some areas you think we could improve?”
• “Based on your experience, what do you think would be a good solution to this issue?”.

The client’s answers to these questions can help your team understand what worked well and what could use improvement.

This allows clients who may not be very descriptive about their experiences an opportunity to share more details so both parties can come up with solutions together. It also gives the option of asking questions if there is any confusion.

Here’s an audio tutorial covering 20+ probing questions you can ask your customers. Check it out!

Importance of analytical listening in daily communication

Analytical listening can positively impact your life because it helps you solve problems, improve relationships with people around you , and become a better problem solver.

Analytical listening is the process of focusing on what others are saying without being emotionally involved or reacting instantly to their words.

It allows us to listen attentively, avoid interruptions, and acknowledge our thoughts and those of other people during communication. This focus also gives us time to better understand issues from various angles, which ultimately leads to more effective solutions.

4 Steps to Use Analytical Listening in Problem Solving

Now that we understand what analytical listening is and why it’s important, let’s look at four steps you can use to use analytical listening during problem-solving effectively.

The following four steps will help you:

• Understand the problem
• Identify the root cause of the problem
• Come up with potential solutions
• Evaluate and implement

Step One: Understand the problem

When we listen carefully, we can understand the full extent of the problem. We may hear things we overlooked before. This is especially important when trying to solve a complex issue. By understanding all the details, we can develop a better plan for solving it.

Let’s examine a common scenario at work. Your colleague comes to you with a problem and asks for your help. If you don’t listen carefully, you may not understand the full extent of the problem. This can lead to frustration on both sides. If the issue is not resolved, it can affect your working relationship and performance.

But if you listen carefully, you’ll be able to understand the full extent of the problem and create a better plan for solving it because you have all the necessary information.

Step Two: Identify the root cause of the problem

Once we understand the problem, we need to identify the root cause. This can be challenging, especially if there are multiple causes. However, analytical listening helps us to focus on the most important issues.

The root cause is the underlying reason for a problem. It’s often not obvious, and it can take some time to find it. But, once we identify the root cause, we can develop a better solution.

Let’s go back to the scenario where your colleague comes to you with a problem. If analytical listening was used, both of you would have already understood the full extent of the issue, and there wouldn’t be any misunderstandings or frustrations about what was wrong.

Step Three: Generate potential solutions

Once we have a complete understanding of the problem, it’s time to come up with some solutions. Brainstorming is an effective way to generate potential ideas quickly. We can also sort through these options and choose which ones are most appropriate for solving the specific problem at hand.

In the example with the colleague, analytical listening helps you come up with creative and effective ideas because all the necessary information is available to you.

Step Four: Evaluate and implement

We’ve gathered information from analytical listening and asked questions that help us understand the root causes of problems to identify potential solutions. Finally, it’s time to decide on one solution that will solve our problem effectively.

In the example with your colleague, analytical listening will help you evaluate and implement solutions because you can focus on the most appropriate options.

These steps can be used independently or together as part of a comprehensive problem-solving strategy!

Improve your listening skills and transform the way you communicate with customers!

Examples of analytical listening at work..

You’re in a meeting, and your manager asks for your opinion on a problem. You listen carefully to understand the full extent of the problem. You ask questions to get more information and identify the root cause. Based on this information, you develop a solution that you think will work best.

You’re working on a project, and you’ve hit a roadblock. Your colleague comes over to talk to you about it. After listening to your colleague’s explanation of the problem, you think about how you could approach solving it. You ask clarifying questions and then offer a potential solution.

You receive an email from your client asking for some information. You read the email carefully and identify the question that needs to be answered to move forward with a specific task. Based on this information, you write a response with the information your client needs.

How to improve your analytical listening skills

Practicing analytical listening will help you improve your communication skills, which are essential for success at work. Here are some practical tips to get started:

Practice active listening​​

It’s easy to focus on other things while someone else is talking, but it means that we’re not fully present during the conversation because our minds are somewhere else. Active listeners maintain eye contact with their conversational partners. They stay engaged during the entire discussion by asking relevant follow-up questions if necessary after they’ve heard everything that needs to be said.

Be aware of body language

Our words communicate our thoughts and ideas, but they don’t always tell the whole story. Our body language says a lot about how we feel. Even if you are saying the right words, your body language may communicate doubt or anger. When you’re listening to someone else, pay attention to their nonverbal cues so you can fully understand how they feel about a situation.

Ask clarifying question​s

The questions we ask to play a critical role in analytical listening. We need to ask the correct type of question to get the most accurate information. Ask open-ended and clarifying questions to ensure you’ve heard everything correctly.

Stay calm and patient​

When we’re stressed, it’s challenging to focus on anything else but our own problems. However, analytical listening requires us to be patient and listen attentively to understand the situation entirely. It’s also important not to judge or criticize ideas during brainstorming sessions.

Now that you understand how analytical listening can help you in many aspects of your life try to use analytical listening in problem-solving and see how much more effective you can be in your day-to-day activities.

Recommended Resources:

To keep learning and developing your listening skills, we recommend the following resources:

The Art of Listening: 8 Qualities That Make Great Listeners

Why Listening Is Important In Communication With Customers

The Power of Appreciative Listening: Definition, Examples, and Tips

Critical Listening: 4 Steps for Career Success

5 Types of Listening You Need to Know

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Listening and problem solving skills can be essential in the workplace

From I want to develop my mindset and skills for work

Here are two important transferable skills for the world of work.  Watch the films and see how LifeSkills can help you to develop them and many more. 

Listening may sound like an obvious thing to remember to do, but training yourself to listen properly can play a key role in the way you communicate with other people. Being able to take in, process and act on information that you’ve heard or been told can help to make you more effective at work. Watch the film below to see how important listening can be, and then watch Sophie taking the communication challenge here .

Problem Solving

Challenges and problems crop up in the workplace as they do in our day-to-day lives. Understanding the basics of problem solving and how to approach challenges logically with a positive approach can help you arrive at solutions or recommendations. Watch the film below to see problem solving in action, and then discover more here . Alternatively, you can visit our problem solving hub for more tools and tips.

When you’re confident with these two skills, why not take a look at some other transferable skills such as proactivity, creativity, leadership and resilience? They will help give you a good basis to succeed in the workplace and are skills which can be transferred, or moved, from one setting to a different one – whether that’s from one job to another or a completely different industry.

More from I want to develop my mindset and skills for work

Growth mindset for students – what is a growth mindset?

Find out about growth mindset, what it means and how it can help you to get ahead at school, college, university or in everyday life.

6 stages of problem solving

Check out this fun animation that explains the six simple steps to help you solve your problems and get on with things

Sophie Takes The Communication Challenge

Being an expert communicator can help you in any situation. See how Sophie’s communication skills helped her handle a team of undercover customers.

What is Problem Solving? (Steps, Techniques, Examples)

What is problem solving, definition and importance.

Problem solving is the process of finding solutions to obstacles or challenges you encounter in your life or work. It is a crucial skill that allows you to tackle complex situations, adapt to changes, and overcome difficulties with ease. Mastering this ability will contribute to both your personal and professional growth, leading to more successful outcomes and better decision-making.

Problem-Solving Steps

The problem-solving process typically includes the following steps:

• Identify the issue : Recognize the problem that needs to be solved.
• Analyze the situation : Examine the issue in depth, gather all relevant information, and consider any limitations or constraints that may be present.
• Generate potential solutions : Brainstorm a list of possible solutions to the issue, without immediately judging or evaluating them.
• Evaluate options : Weigh the pros and cons of each potential solution, considering factors such as feasibility, effectiveness, and potential risks.
• Select the best solution : Choose the option that best addresses the problem and aligns with your objectives.
• Implement the solution : Put the selected solution into action and monitor the results to ensure it resolves the issue.
• Review and learn : Reflect on the problem-solving process, identify any improvements or adjustments that can be made, and apply these learnings to future situations.

Defining the Problem

To start tackling a problem, first, identify and understand it. Analyzing the issue thoroughly helps to clarify its scope and nature. Ask questions to gather information and consider the problem from various angles. Some strategies to define the problem include:

• Brainstorming with others
• Asking the 5 Ws and 1 H (Who, What, When, Where, Why, and How)
• Analyzing cause and effect
• Creating a problem statement

Generating Solutions

Once the problem is clearly understood, brainstorm possible solutions. Think creatively and keep an open mind, as well as considering lessons from past experiences. Consider:

• Creating a list of potential ideas to solve the problem
• Grouping and categorizing similar solutions
• Prioritizing potential solutions based on feasibility, cost, and resources required
• Involving others to share diverse opinions and inputs

Evaluating and Selecting Solutions

Evaluate each potential solution, weighing its pros and cons. To facilitate decision-making, use techniques such as:

• SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)
• Decision-making matrices
• Pros and cons lists
• Risk assessments

After evaluating, choose the most suitable solution based on effectiveness, cost, and time constraints.

Implementing and Monitoring the Solution

Implement the chosen solution and monitor its progress. Key actions include:

• Communicating the solution to relevant parties
• Setting timelines and milestones
• Assigning tasks and responsibilities
• Monitoring the solution and making adjustments as necessary
• Evaluating the effectiveness of the solution after implementation

Utilize feedback from stakeholders and consider potential improvements. Remember that problem-solving is an ongoing process that can always be refined and enhanced.

Problem-Solving Techniques

During each step, you may find it helpful to utilize various problem-solving techniques, such as:

• Brainstorming : A free-flowing, open-minded session where ideas are generated and listed without judgment, to encourage creativity and innovative thinking.
• Root cause analysis : A method that explores the underlying causes of a problem to find the most effective solution rather than addressing superficial symptoms.
• SWOT analysis : A tool used to evaluate the strengths, weaknesses, opportunities, and threats related to a problem or decision, providing a comprehensive view of the situation.
• Mind mapping : A visual technique that uses diagrams to organize and connect ideas, helping to identify patterns, relationships, and possible solutions.

Brainstorming

When facing a problem, start by conducting a brainstorming session. Gather your team and encourage an open discussion where everyone contributes ideas, no matter how outlandish they may seem. This helps you:

• Generate a diverse range of solutions
• Encourage all team members to participate
• Foster creative thinking

When brainstorming, remember to:

• Reserve judgment until the session is over
• Encourage wild ideas
• Combine and improve upon ideas

Root Cause Analysis

For effective problem-solving, identifying the root cause of the issue at hand is crucial. Try these methods:

• 5 Whys : Ask “why” five times to get to the underlying cause.
• Fishbone Diagram : Create a diagram representing the problem and break it down into categories of potential causes.
• Pareto Analysis : Determine the few most significant causes underlying the majority of problems.

SWOT Analysis

SWOT analysis helps you examine the Strengths, Weaknesses, Opportunities, and Threats related to your problem. To perform a SWOT analysis:

• List your problem’s strengths, such as relevant resources or strong partnerships.
• Identify its weaknesses, such as knowledge gaps or limited resources.
• Explore opportunities, like trends or new technologies, that could help solve the problem.
• Recognize potential threats, like competition or regulatory barriers.

SWOT analysis aids in understanding the internal and external factors affecting the problem, which can help guide your solution.

Mind Mapping

A mind map is a visual representation of your problem and potential solutions. It enables you to organize information in a structured and intuitive manner. To create a mind map:

• Write the problem in the center of a blank page.
• Draw branches from the central problem to related sub-problems or contributing factors.
• Add more branches to represent potential solutions or further ideas.

Mind mapping allows you to visually see connections between ideas and promotes creativity in problem-solving.

Examples of Problem Solving in Various Contexts

In the business world, you might encounter problems related to finances, operations, or communication. Applying problem-solving skills in these situations could look like:

• Identifying areas of improvement in your company’s financial performance and implementing cost-saving measures
• Resolving internal conflicts among team members by listening and understanding different perspectives, then proposing and negotiating solutions
• Streamlining a process for better productivity by removing redundancies, automating tasks, or re-allocating resources

In educational contexts, problem-solving can be seen in various aspects, such as:

• Addressing a gap in students’ understanding by employing diverse teaching methods to cater to different learning styles
• Developing a strategy for successful time management to balance academic responsibilities and extracurricular activities
• Seeking resources and support to provide equal opportunities for learners with special needs or disabilities

Everyday life is full of challenges that require problem-solving skills. Some examples include:

• Overcoming a personal obstacle, such as improving your fitness level, by establishing achievable goals, measuring progress, and adjusting your approach accordingly
• Navigating a new environment or city by researching your surroundings, asking for directions, or using technology like GPS to guide you
• Dealing with a sudden change, like a change in your work schedule, by assessing the situation, identifying potential impacts, and adapting your plans to accommodate the change.
• How to Resolve Employee Conflict at Work [Steps, Tips, Examples]
• How to Write Inspiring Core Values? 5 Steps with Examples
• 30 Employee Feedback Examples (Positive & Negative)

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Listening is the Key to Problem Solving

Listening is the Key to Problem Solving.

“Most people do not listen with the intent to understand; they listen with the intent to reply.” Stephen R. Covey

There is a common denominator in the human experience. We all want to be heard. We all want to know that what we’re saying and feeling matters.

Oprah Winfrey, March, 2017.

Of course, to hear is not to listen.

How long was,

-Abraham Lincoln’s Gettysburg Address?*

-Martin Luther King’s I Have a Dream speech?*

-President Obama’s first inauguration speech?*

Expert Statistics:

Communicators experts assert that most people,

-Are listening at an effectiveness level of 25%;

-At home or in familiar surroundings, this listening effectiveness may fall to 10%;

-Listen attentively to most topics for an average of 12 minutes;

-Listen attentively for 20 minutes if they are really interesting in the topic;

-Talk at a rate of 125 words per minute;

-Listen at a rate of 425 words per minute.

Most people when pressed will admit that they are not listening effectively.

If one doubts these statistics, try this,

-Ask at a restaurant for water, no ice. Success chances? 15%.

-Go into a carryout alone and order two gyro lunches. Chances of getting just one? 65%.

-Example: A gets into an Uber and directs the Uber Driver to travel one mile on 11th Street, south. At each block, the Uber Driver asks, Should I turn here? The response is, No, since Uber has driven only one block not a mile.

Professor Larry Ray note: If you have any doubt about the 25% statistic, examine the exercise at the end of this blog. In my classes, before I give the lecturette on listening, I conduct this exercise. I read the story about Darlene Thomas, the Anthropologist and her work. I then surprise the class with the ten question quiz. The result? Most students answer one or two correctly. Every once in awhile, someone will get 6-8. The initial reaction to these abysmal results is to be embarrassed or blame the process or even the professor. Initially, some might say that I read it too fast. Upon reflection, they all mostly admit that they had not been listening. And this non-listening is in a classroom setting! One would expect classroom listening to be high.

I could have increased their scores by “behavior labeling;” that is, telling them what I was going to do before I did it. I could have said, I am going to read you a story and then quiz you on this reading. The lesson? If you want people to listen better, practice behavior labeling: telling them what you are going to do before you do it.

Attention Span Reduced to 8 Seconds:

One reason for this ineffective listening may be that people’s attention span may now be eight seconds.

Listening is a vital human communication skill.

-“Assume that persons have something important to say.

-Shut up and listen.

-Ask questions but not to dominate the conversation.

-People are generally not interested in your opinions but in theirs.

-Use silence.

-Put away your pen and they might start saying the most important items.

-Skilled listeners use other people’s words to persuade.”

Financial Times, Lessons in Listening, Simon Kruper.

Maybe Too Connected:

“Staying connected” is the unspoken mantra of the smartphone generation. We now have the ability to instantaneously link up with nearly any information source, and tap into a live feed of what’s happening in our social circle.

However, critics have long warned that this non-stop barrage of news and trivia is inevitably distracting, making it more difficult to maintain the focused attention necessary for truly meaningful communication.”

Shalini Misra of Virginia Tech University

“Listening Beyond Our Blind Spots.”

Mark Goulston and John Ullmen describe four types of listening and help to explain why often the listening is so ineffective.

-Avoidance Listening: This type of listening is when the listener is doing many other things such as checking emails while the person is talking.

-Defensive Listening: This type of listening puts the listener almost as an adversary, busy thinking of counterpoints to whatever the speaker is saying. They quote Mark Twain: Most conversations are monologues in the presence of witnesses.

-Problem Solving Listening: Listeners are listening to solve the issue-to move forward, but often the speaker is not looking for answers. They want to be heard. Sometimes this type of listening is helpful.

-Connective Listening: This is the highest level of listening. There is genuine rapport. The listener is listening to discover where the speaker is-what is going on inside of them. One way to achieve connective listening is “active listening.”

Active Listening: Active listening is a well known concept and yet most folks still practice it. It works and helps to create a trusting relationship. There might be five steps of active listening:

1.Receive the message.

2.Understand it.

3.Evaluate it.

4.Remembering it.

5.Responding to it.

-Make eye contact.

-Keep an open mind.

-Don’t be a sentence grabber (finishing sentences)

-Try to picture.

-Remember key words and phrases.

-Put yourself in their shoes.

-Mimicry, nonverbal/verbal.

It is interesting to note that listen and silence spelled with the same letters. An embedded lesson?

The Beacon Newspapers.com, April, 2019, Teacher Alexis Bentz.

Reflecting Listening:

“There are three basic levels of reflective listening that may deepen or increase the

intimacy and thereby change the affective tone of an interaction. In general, the

depth should match the situation. Examples of the three levels include:

1. Repeating or rephrasing – listener repeats or substitutes synonyms or

phrases; stays close to what the speaker has said

2. Paraphrasing – listener makes a major restatement in which the speaker’s

meaning is inferred

3. Reflection of feeling – listener emphasizes emotional aspects of

communication through feeling statements – deepest form of listening

(Adapted from Motivational Interviewing materials by David B. Rosengren, Ph.D. and from Motivational Interviewing by Miller & Rollnick, 1991)

We Often Hear What We Are Accustomed to Hearing.

Here’s is an example that portrays this principle:

An entomologist (E) and an accountant (A) were walking on the downtown sidewalk.

E: Listen to the cicadas.

A: We are in the city. How do you hear cicadas?

E did not respond but reached in his pocket, found a coin and dropped it to the sidewalk. A along with other passersby heard and recognized this sound.

E: We hear what we are accustomed to hearing.

We Often Only Hear What We Want to Hear.

Singer Paul Simon, The Boxer: Man hears what he wants to hear and disregards the rest.

Scientifically, this may be called, Pareidolia. “ Here’s an example: If someone tells you that you can totally hear “Paul is dead” when you play the Beatles ‘Revolution 9’ in reverse, you may in fact “hear” it because that’s what you expect to hear. In other words, if you’re looking for patterns, you may very well find them—even if they’re only figments of your imagination!”

https://www.education.com/science-fair/article/hear-what-they-want-to-hear/

More broadly, most have poor listening skills and are really thinking of the next thing they are going to say. Often they are not ready to hear bad or negative information. This happens in performance reviews or in the workplace when someone is giving feedback.

The cognitive limitation of “confirmation bias” also plays a role here. People will selectively listen for information that validates their beliefs and opinions. This type of listening impedes creative problem solving.

Communication Styles and Listening:

There are a variety of instruments that classify communication styles:

-Expressive

These are listed in four quadrants defined by two continua: assertiveness and outward warmth. The vertical continuum is outward warmth (high to low). Amiable and expressive are high in outward warmth; analytic and driver are low in outward warmth.

The horizontal continuum is “assertiveness (low to high).” Amiable and analytic are low assertiveness; expressive and driver are high in assertiveness.

It seems predictable that if one with an amiable style is trying to communicate including listening with a driver, it is challenging. If an expressive communication style is trying to communicate (listen) with an analytic, also challenging.

What does one do? First, communication styles are behaviors and behaviors can be tweaked, flexed or even changed. If an analytic style is communicating with an expressive, in the ideal, both would flex their style to come more to the middle; this, improving listening.

Author Mark Goulston also discusses this in his 10/9/2013 Blog. If one is communicating with a “venter/screamer,” let them get it out of their system. Then reflect their most important points. By reframing it to the most important points, they will usually listen and correct.

If one is communicating with an “explainer/belaborer,” check one’s impatience and annoyance. After one has listened, play back to them the most important points and the action plan steps.

Listening Style Preferences.

Another issue is listening style preferences. These are often cataloged in this way:

-People oriented Listeners are concerned about relationships, generally nonjudgmental and sensitive to moods.

-Action-oriented Listeners are focused on the task at hand and anxious to get to the point.

-Content-oriented Listeners are evaluators and anxious to hear details.

-Time-oriented Listeners are efficient and useful in getting projects accomplished.

So, one needs to recognize that these are mostly learned behaviors. Thus, one can value one’s preferences and respect others preferences so to increase the listening.

(American Management Association, Building Better Work Relationships)

Conclusion:

Dr. Ralph Nichols, “father of the study of listening” and member of International Listening Association (Bell Plaine, MN)

1. The most basic of all human needs is to understand and to be understood.

2. It is almost impossible to hate a person whom we fully understand.

3. The best way to understand people is to listen to them.

4. We are at the mercy of those who understand us better than we understand them.

5. When people make a decision, it is for their reasons, not ours.

6. The wise listener is attentive, and non-evaluative; he asks only unslanted questions, and praises those statements by an adversary which he can honestly praise.

7. We must face with courage the fact that when we succeed in “hearing a person out,” our own position may become quite modified.

8. Loyalty is not the highest of all virtues, normally being surpassed by honesty, compassion, and justice.

9. Common human needs do provide our best basis for the resolution of conflict.

10. When truth and falsehood are presented with equal skill, truth is always more persuasive

* 1Lincoln’s Second Inauguration Speech-maybe his best: 700 words-often called Sermon on the Mount. Engraved in the Lincoln Memorial and summed up the meaning of the Civil War. Speech is best known for its closing: “malice toward none, with charity for all. Speech contained many Biblical reference. (At the time, 1/8 of the population was slaves. Also John Wilkes Booth was spotted in the inaugural celebration.) Wikipedia.

I have a Dream Speech aka Normalcy No More MLK 18 minutes

18 minutes: Obama’s Inauguration Speech (2,402 words)

Lincoln’s second inauguration speech = 720 words, shorter than Obama’s

Larry Ray aspired to be a history professor but under the influence of Muskingum University Dr. Robert Munkres (Political Science/Pre-Law Professor), he attended law school. Not that enamored by the large lecture classes, Ray discovered an experimental program: The Night Prosecutors Mediation Program, funded by the US Department of Justice.… MORE >

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What Are Problem-Solving Skills? Definition and Examples

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Forage puts students first. Our blog articles are written independently by our editorial team. They have not been paid for or sponsored by our partners. See our full  editorial guidelines .

Why do employers hire employees? To help them solve problems. Whether you’re a financial analyst deciding where to invest your firm’s money, or a marketer trying to figure out which channel to direct your efforts, companies hire people to help them find solutions. Problem-solving is an essential and marketable soft skill in the workplace. 

So, how can you improve your problem-solving and show employers you have this valuable skill? In this guide, we’ll cover:

Problem-Solving Skills Definition

Why are problem-solving skills important, problem-solving skills examples, how to include problem-solving skills in a job application, how to improve problem-solving skills, problem-solving: the bottom line.

Problem-solving skills are the ability to identify problems, brainstorm and analyze answers, and implement the best solutions. An employee with good problem-solving skills is both a self-starter and a collaborative teammate; they are proactive in understanding the root of a problem and work with others to consider a wide range of solutions before deciding how to move forward. 

Examples of using problem-solving skills in the workplace include:

• Researching patterns to understand why revenue decreased last quarter
• Experimenting with a new marketing channel to increase website sign-ups
• Brainstorming content types to share with potential customers
• Testing calls to action to see which ones drive the most product sales
• Implementing a new workflow to automate a team process and increase productivity

Problem-solving skills are the most sought-after soft skill of 2022. In fact, 86% of employers look for problem-solving skills on student resumes, according to the National Association of Colleges and Employers Job Outlook 2022 survey . 

It’s unsurprising why employers are looking for this skill: companies will always need people to help them find solutions to their problems. Someone proactive and successful at problem-solving is valuable to any team.

“Employers are looking for employees who can make decisions independently, especially with the prevalence of remote/hybrid work and the need to communicate asynchronously,” Eric Mochnacz, senior HR consultant at Red Clover, says. “Employers want to see individuals who can make well-informed decisions that mitigate risk, and they can do so without suffering from analysis paralysis.”

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Problem-solving includes three main parts: identifying the problem, analyzing possible solutions, and deciding on the best course of action.

>>MORE: Discover the right career for you based on your skills with a career aptitude test .

Research is the first step of problem-solving because it helps you understand the context of a problem. Researching a problem enables you to learn why the problem is happening. For example, is revenue down because of a new sales tactic? Or because of seasonality? Is there a problem with who the sales team is reaching out to? 

Research broadens your scope to all possible reasons why the problem could be happening. Then once you figure it out, it helps you narrow your scope to start solving it. 

Analysis is the next step of problem-solving. Now that you’ve identified the problem, analytical skills help you look at what potential solutions there might be.

“The goal of analysis isn’t to solve a problem, actually — it’s to better understand it because that’s where the real solution will be found,” Gretchen Skalka, owner of Career Insights Consulting, says. “Looking at a problem through the lens of impartiality is the only way to get a true understanding of it from all angles.”

Decision-Making

Once you’ve figured out where the problem is coming from and what solutions are, it’s time to decide on the best way to go forth. Decision-making skills help you determine what resources are available, what a feasible action plan entails, and what solution is likely to lead to success.

On a Resume

Employers looking for problem-solving skills might include the word “problem-solving” or other synonyms like “ critical thinking ” or “analytical skills” in the job description.

“I would add ‘buzzwords’ you can find from the job descriptions or LinkedIn endorsements section to filter into your resume to comply with the ATS,” Matthew Warzel, CPRW resume writer, advises. Warzel recommends including these skills on your resume but warns to “leave the soft skills as adjectives in the summary section. That is the only place soft skills should be mentioned.”

On the other hand, you can list hard skills separately in a skills section on your resume .

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In a Cover Letter or an Interview

Explaining your problem-solving skills in an interview can seem daunting. You’re required to expand on your process — how you identified a problem, analyzed potential solutions, and made a choice. As long as you can explain your approach, it’s okay if that solution didn’t come from a professional work experience.

“Young professionals shortchange themselves by thinking only paid-for solutions matter to employers,” Skalka says. “People at the genesis of their careers don’t have a wealth of professional experience to pull from, but they do have relevant experience to share.”

Aaron Case, career counselor and CPRW at Resume Genius, agrees and encourages early professionals to share this skill. “If you don’t have any relevant work experience yet, you can still highlight your problem-solving skills in your cover letter,” he says. “Just showcase examples of problems you solved while completing your degree, working at internships, or volunteering. You can even pull examples from completely unrelated part-time jobs, as long as you make it clear how your problem-solving ability transfers to your new line of work.”

Learn How to Identify Problems

Problem-solving doesn’t just require finding solutions to problems that are already there. It’s also about being proactive when something isn’t working as you hoped it would. Practice questioning and getting curious about processes and activities in your everyday life. What could you improve? What would you do if you had more resources for this process? If you had fewer? Challenge yourself to challenge the world around you.

Think Digitally

“Employers in the modern workplace value digital problem-solving skills, like being able to find a technology solution to a traditional issue,” Case says. “For example, when I first started working as a marketing writer, my department didn’t have the budget to hire a professional voice actor for marketing video voiceovers. But I found a perfect solution to the problem with an AI voiceover service that cost a fraction of the price of an actor.”

Being comfortable with new technology — even ones you haven’t used before — is a valuable skill in an increasingly hybrid and remote world. Don’t be afraid to research new and innovative technologies to help automate processes or find a more efficient technological solution.

Collaborate

Problem-solving isn’t done in a silo, and it shouldn’t be. Use your collaboration skills to gather multiple perspectives, help eliminate bias, and listen to alternative solutions. Ask others where they think the problem is coming from and what solutions would help them with your workflow. From there, try to compromise on a solution that can benefit everyone.

If we’ve learned anything from the past few years, it’s that the world of work is constantly changing — which means it’s crucial to know how to adapt . Be comfortable narrowing down a solution, then changing your direction when a colleague provides a new piece of information. Challenge yourself to get out of your comfort zone, whether with your personal routine or trying a new system at work.

Put Yourself in the Middle of Tough Moments

Just like adapting requires you to challenge your routine and tradition, good problem-solving requires you to put yourself in challenging situations — especially ones where you don’t have relevant experience or expertise to find a solution. Because you won’t know how to tackle the problem, you’ll learn new problem-solving skills and how to navigate new challenges. Ask your manager or a peer if you can help them work on a complicated problem, and be proactive about asking them questions along the way.

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Step 1 of 3

Companies always need people to help them find solutions — especially proactive employees who have practical analytical skills and can collaborate to decide the best way to move forward. Whether or not you have experience solving problems in a professional workplace, illustrate your problem-solving skills by describing your research, analysis, and decision-making process — and make it clear that you’re the solution to the employer’s current problems. 

Image Credit: Christina Morillo / Pexels 

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Using Active Listening When Your Child is Upset

(excerpted from the P.E.T. workbook)

When Do I Listen?

To successfully use your Active Listening tool when another person has a problem, a decision to make or strong feelings about something, you must:

1. Have time and be willing to listen

2. Want to understand and help the other

3. Be able to focus your attention on the other, not on yourself

4. Trust the child or other person to come up with solutions that are best for him

Why Do I Listen?

1. Relieves “emotional flooding”. When your child is experiencing a problem, feeling can overwhelm thoughts. A child can become emotionally flooded when feeling crowds out thoughts. Active Listening relieves emotional flooding and frees the intellect to get back to work.

2. Helps the other person (your child) to identify her real problem. When your child tells you about a problem, it is easy to immediately begin thinking about how you can help him/her resolve that situation. But what the child first tells you is not the real or complete problem. Most problems are like onions; they have a number of layers. By Active Listening to the child, you can help her peel back the layers of the problem and identify the central issue.

Presented Problem: “I hate doing this stupid homework!” Second Layer: “I am so bored and tired of staying at home.” Third layer: “It’s so weird, sitting at this computer to ‘go to school’, all by myself.” Real problem: “I wish I could think of something to make it more interesting or something!”

3. Assists the child in solving her own problem. Once the “real problem” has been identified, most children as well as adults, have within themselves the solution that is best for them. Solving their own problems increases creativity, self-confidence and problem-solving abilities.

Crafting an effective problem statement

Aug 31, 2024

Posted by: Regine Fe Arat

Crafting a clear and concise problem statement is an essential skill in project management. It’s a powerful tool that you can use for effective problem-solving as it guides teams toward innovative solutions and measurable outcomes.

Whether you’re a seasoned project manager or a newcomer to the field, being able to write problem statements can significantly enhance your ability to tackle complex challenges and drive meaningful change.

A problem statement concisely describes an issue or challenge that needs to be addressed. An effective problem statement frames the issue in a way that facilitates a deeper understanding and guides the problem-solving process.

At its core, a well-crafted problem statement should capture the essence of the challenge at hand, providing enough context for stakeholders to grasp the issue’s significance. It helps you find the most appropriate solution and ensures that all team members are aligned in their understanding of the problem’s scope and implications.

In this comprehensive guide, you’ll find out what problem statements are and what types you can use. You’ll also find practical examples and actionable tips to help you create impactful problem statements of your own.

What are the key components of a problem statement?

Here are the three key components of a problem statement:

The problem

You should clearly state the core issue or challenge to be addressed. This is the heart of your problem statement. Articulate it in a way that’s easy to understand and free from ambiguity.

The method used to solve the problem

While the problem statement itself shouldn’t propose specific solutions, it can outline the general approach or methodology you’ll use to address the issue. For example, you might mention the type of research, analysis or problem-solving techniques your team will employ.

The purpose, statement of objective and scope

This component outlines why addressing the problem is important and what the desired outcome looks like. It should clarify the goals of the problem-solving effort and define the boundaries of what you’ll address. This helps focus efforts and set clear expectations for what the project or initiative aims to achieve.

When to use a problem statement

A problem statement is a versatile tool that you can use across various scenarios in both professional and personal contexts. They are particularly valuable in the following cases:

• Initiating new projects: a problem statement helps define the project’s purpose and sets clear objectives from the outset.
• Addressing organizational challenges: it provides a structured approach to tackling complex issues within a company or team.
• Conducting research: researchers use problem statements to focus their investigations and define the scope of their studies.
• Presenting ideas to stakeholders: a well-formulated problem statement can effectively communicate the need for change or investment to decision-makers.
• Personal goal-setting: even in individual pursuits, problem statements can help clarify objectives and motivate action.

Types of problem statements

Understanding different types of problem statements can help you choose the best approach for your specific situation.

Let’s explore three common types:

The status quo problem statement

This type of problem statement focuses on the current state of affairs and highlights the gap between the existing situation and the desired outcome.

It’s particularly effective when you are addressing ongoing issues or systemic problems within an organization.

Example: “Our customer support team currently handles 150 tickets, on average, per day with a resolution time of 48 hours. This prolonged response time has led to a 15% decrease in customer satisfaction scores over the past quarter, potentially impacting our retention rates and brand reputation.”

Destination problem statement

A destination problem statement emphasizes the desired future state or goal.

It’s ideal for situations where you want to inspire change and motivate teams to work toward a specific vision.

Example: “We aim to create a seamless onboarding experience for new employees that reduces the time to full productivity from 12 to six weeks while increasing new hire satisfaction scores by 25% within the next fiscal year.”

The stakeholder problem statement

This type of problem statement focuses on the impact of an issue on specific individuals or groups.

It’s particularly useful when you need to highlight the human element of a problem and garner support for change.

Example: “Junior software developers in our organization report feeling overwhelmed and unsupported, with 60% expressing dissatisfaction with their professional growth opportunities. This has resulted in a 30% turnover rate among this group in the past year, leading to increased recruitment costs and knowledge loss.”

How to write a problem statement

Crafting an effective problem statement takes practice and attention to detail. Follow these steps to create impactful problem statements:

Understand the problem

Before putting pen to paper, invest time in thoroughly understanding the issue at hand. Gather data, conduct interviews with stakeholders and observe the problem in action if possible. This deep understanding will form the foundation of your problem statement.

Articulate the problem in simple, straightforward language. Avoid jargon or overly technical terms that might confuse readers. Your goal is to ensure that anyone reading the statement can quickly grasp the core issue.

Provide context

Include relevant background information that helps readers understand the problem’s significance. This might include historical data, industry benchmarks or organizational goals that the issue is affecting.

Identify the root cause

Dig deeper to uncover the underlying reasons for the problem. Avoid focusing on symptoms. Instead, strive to identify the fundamental issues that need to be addressed. Tools like the “5 whys” technique can be helpful in this process.

Be specific

Use concrete details and quantifiable metrics whenever possible. Instead of saying, “Customer satisfaction is low,” specify, “Customer satisfaction scores have dropped by 15% in the past quarter.” This precision helps create a clear picture of the problem’s scope and impact.

Use measurable criteria

Incorporate measurable elements that can be used to track progress and determine when the problem has been resolved. This might include specific metrics, timeframes or benchmarks.

Make it feasible

Ensure the problem statement describes an issue the organization can actually address. You’ll need to be realistic.

Consider your organization’s resources and constraints. While ambition is important, an overly broad or unattainable goal can be demotivating and unhelpful.

Avoid solution language

Resist the temptation to propose solutions in the problem statement. The goal is to clearly define the problem, not to prescribe how it should be solved. This approach encourages creative thinking and enables you and your team to consider a range of potential solutions.

Consider the audience

Tailor your problem statement to the intended audience. The level of detail and technical language may vary depending on whether you’re presenting to executives, team members or external stakeholders.

Seek feedback

Share your draft problem statement with colleagues or stakeholders to gather their input. Fresh perspectives can help identify blind spots or areas that need clarification.

Revise and refine

Refine your problem statement based on the feedback you receive. Don’t be afraid to go through multiple iterations to achieve the most clear and impactful statement possible.

Test for objectivity

Review your problem statement to ensure it remains objective and free from bias. Avoid language that assigns blame or makes assumptions about causes or solutions.

Challenges of writing a problem statement

While problem statements can be a powerful tool for problem-solving, you may face several common challenges when writing yours. Being aware of these pitfalls can help you avoid them and create more effective problem statements.

Making it too complicated and lacking detail

One of the most frequent issues in problem statement writing is finding the right balance between detail and clarity.

Oversimplifying the problem can lead to a statement that’s too vague to be actionable. On the other hand, including too much detail can obscure the core issue and make the statement difficult to understand.

To overcome this challenge, focus on the essential elements of the problem. Start with a clear, concise statement about the issue, then add only the most relevant contextual details. Use specific, measurable criteria to define the problem’s scope and impact, but avoid getting bogged down in excessive technical jargon or minute, unhelpful details.

Ignoring stakeholders’ perspectives

Another common pitfall is failing to consider the diverse perspectives of all the stakeholders the problem affects. This can result in a problem statement that doesn’t fully capture the issue’s complexity or fails to resonate with key decision-makers.

To address this challenge, make an effort to gather input from a wide range of stakeholders before finalizing your problem statement. This might include conducting interviews, surveys or focus groups with employees, customers, partners or other relevant parties.

Incorporate these diverse viewpoints into your problem statement to create a more comprehensive and compelling representation of the issue.

Misalignment with organizational goals

Sometimes, problem statements can be well-crafted but fail to align with broader organizational objectives. This misalignment can lead to wasted resources and efforts on issues that, while important, may not be critical to the company’s overall success.

To ensure your problem statement aligns with the organization’s goals, review your company’s mission statement, strategic plans and key performance indicators before you get started. Consider how the problem you’re addressing relates to these broader objectives.

If possible, explicitly link the problem and its potential resolution to specific goals or metrics in your statement.

Failing to review and revise

An effective problem statement often requires multiple iterations and refinements. Many project managers make the mistake of treating their first draft as the final version, missing opportunities to improve clarity, precision and impact.

To overcome this challenge:

• Build time for revision into your problem statement writing process.
• After crafting your initial draft, step away from it for a short period.
• Return with fresh eyes to critically evaluate and refine your statement.
• Share it with colleagues or mentors for feedback. Be open to making substantive changes based on their input.

The last card

Being able to write problem statements is a valuable skill that can significantly enhance your problem-solving capabilities and drive meaningful change within your organization. They enable you to set the stage for innovative solutions and improved processes – but to do this, you’ll need to clearly articulate challenges, provide context and focus on measurable outcomes.

A well-crafted problem statement is a powerful tool for aligning teams, securing resources and guiding decision-making. It’s the foundation for effective problem-solving strategies. As you get better at writing problem statements, you’ll find that complex challenges become more manageable and your ability to drive positive change increases.

At Pip Decks, we’re passionate about equipping professionals with the tools and knowledge they need to excel in their roles. Whether you’re looking to improve your problem-solving skills, enhance team collaboration or develop your leadership abilities, you’ll find the answers you need in our expert-written card decks.

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The Best Soft Skills Training Strategies to Boost Team Performance

Soft skills are key non-technical abilities like leadership, communication, teamwork, and problem-solving. Investing in soft skills training for your team can lead to better collaboration, employee satisfaction, and productivity.

Soft skills are key non-technical abilities like leadership, communication, teamwork, and problem-solving. These skills are crucial for enhancing workplace relationships and improving overall team performance.

While these skills may come naturally to some individuals, offering soft skills training on an organizational level can give employees and the overall business an edge. Investing in soft skills training for your team can lead to better collaboration, employee satisfaction, and productivity.

This article explores effective soft skills training strategies to boost your team’s performance. Looking for more tactics? Read our e-book: Top 3 Soft Skills Your Employees Need In the New World of Work .

Key Takeaways

• Soft skills are non-technical abilities such as communication, teamwork, problem-solving, and emotional intelligence, which are essential for enhancing workplace relationships and overall performance.
• On an organizational level, investing in soft skills training is key for improving business outcomes.
• Effective and engaging methods for teaching soft skills include role-playing exercises, story-based learning, and gamification.
• To implement successful soft skills training programs, be sure to assess skill gaps, select appropriate delivery methods, and leverage technology appropriately.

What is soft skills training?

Soft skills training is designed to develop essential non-technical abilities like:

• Communication
• Problem-solving
• Leadership 
• Emotional intelligence

These skills are vital for building stronger workplace relationships and boosting collaboration. Unlike hard skills, which are specific to certain job functions and can be easily measured through exams or certifications, soft skills are more personal and often harder to quantify.

However, just because soft skills are hard to quantify doesn’t mean they can’t be developed. Employees’ personal and professional growth relies on an organization’s investment in soft skills training programs.

When effectively leveraged, this type of training can help individuals improve their social interactions, adaptability, and behavior, which in turn enhances their overall performance. In fact, soft skills significantly contribute to career success, accounting for roughly 85% of an individual’s achievement over their career span.

Developing soft skills is an ongoing process that involves continuous effort, experience, practice, and self-reflection. It’s about cultivating transferable abilities across various roles and industries, making them some of the most valuable assets in today’s workforce.

Differentiating soft skills from hard skills

Before discussing key soft skills strategies for your organization, it’s important to understand the differences between soft skills and hard skills.

Hard skills, also known as technical skills, are job-related competencies that are often a prerequisite for employment in certain fields. They’re critical for performing specific job functions and can be acquired through degrees, courses, or on-the-job training. Examples of hard skills, also known as technical skills, include graphic design, data analysis, and search engine optimization.

However, hard skills alone are not enough to ensure success in the workplace. This is where soft skills come into play. Unlike hard skills, soft skills are non-technical and relate to interactions and work performance. They include personal qualities and traits like teamwork, adaptability, and emotional intelligence, all of which impact how individuals work and collaborate with others.

Interestingly, when soft skills are effectively developed, they can help employees apply and prove their hard skills even more powerfully. They can also improve the strength of an overall team and organization by boosting collaborative potential.

What are the benefits of soft skills training?

Soft skills training programs offer numerous benefits with the power to transform individual performance and overall organizational success. Notably, these programs can greatly improve employee performance. For example, one study found that a 12-month soft skills training program across five factories improved return on investment by roughly 250 percent .

Another key benefit of soft skills training is its ability to improve interpersonal relationships. This, in turn, leads to better teamwork and a stronger sense of community within the workplace. When employees communicate effectively and empathize with one another, it creates a more positive work environment and enhances collaboration. This can even lead to benefits such as improved employee retention, as participants feel more valued and motivated in their roles.

Soft skills training is particularly crucial for specific industries and job functions, especially those that interact with customers regularly. By training employees to respond empathetically in their communication, businesses can improve the strength of their customer service and respond to customer needs more effectively. This can improve brand reputation and lead to increased customer loyalty and satisfaction.

3 essential soft skills to develop

Now, let’s focus on three crucial soft skills: communication, collaboration, and time management. Each plays a pivotal role in ensuring efficient operations, effective teamwork, and a positive work culture.

1. Communication skills

Effective communication is the cornerstone of successful teamwork and client relations. Strong communication skills enable employees to:

• Interact efficiently with clients, partners, and each other
• Build rapport
• Practice active listening skills
• Speak confidently and concisely
• Provide constructive feedback more effectively

Bolstering interpersonal communication in these ways can also lead to increased client satisfaction and loyalty. Being able to deliver information clearly and concisely can help keep things clear, expedite conversations, and resolve potential conflicts.

Presentation skills are another vital aspect of communication, involving the ability to:

• Deliver information in a structured and engaging manner
• Use visual aids effectively to enhance an audience’s understanding
• Adapt the presentation style to suit the audience’s needs and preferences

With opportunities to polish their presentation skills, employees can communicate more effectively—both within their teams and with external stakeholders.

2. Teamwork and collaboration

Like communication skills, strong collaboration skills are essential for effective teamwork, innovation, and achieving collective goals. Teamwork skills allow employees to gain insight into their strengths and weaknesses within a team, and provide an opportunity to improve communication with others for better outcomes.

Collaboration skills also involve:

• The ability to take accountability for errors, and communicate any plans for resolving them
• Conflict mediation skills
• A shared commitment to working in a group
• The ability to foster creativity and innovation

3. Time management

Efficient time management is crucial for meeting deadlines, avoiding stress, and enhancing reliability. Good time management skills help individuals prioritize tasks, allocate time effectively, and maintain a positive approach to challenges, thereby increasing efficiency.

One helpful technique for improving time management skills is time blocking, which involves allocating specific blocks of time for different tasks. This approach can help employees stay focused, avoid procrastination, and ensure that all tasks are completed on time, ultimately improving personal productivity and overall team performance.

Because it is often impacted by external factors, time management can be one of the most challenging to train on. However, fostering a work culture where employees receive training to learn to prioritize tasks, set boundaries, and manage their time more efficiently can pay dividends in the long run.

Effective methods for teaching soft skills

Effective soft skills training requires an engaging approach encouraging active participation and real-world application. Below, we’ll cover three of the most effective methods: role-playing exercises, story-based learning, and gamification.

Role-playing exercises

Role-playing exercises allow employees to participate in scenarios to practice and enhance specific soft skills. These exercises help employees understand different perspectives and improve their problem-solving abilities by working through realistic workplace situations.

Scenarios used in role-playing can be tailored to address specific challenges employees face in their roles, providing immediate feedback and opportunities for improvement. For example, a customer service team might act out common scenarios from the perspective of both the service agent and the client to form a deeper understanding of how these interactions might play out.

Using role-playing in e-learning can be a very effective way to work through scenarios with employees at scale. With the right e-learning software, you can set up simulations and branching logic to help employees understand cause and effect while also aiding in knowledge retention.

Story-based learning

Story-based learning uses narratives or storytelling methods to convey essential lessons and concepts. This can be a highly valuable tool in soft skills training. By reflecting on their personal experiences or envisioning scenarios with fictional characters, employees can extract valuable insights and apply them to real-life situations.

Narratives in story-based learning often mirror the challenges of the job, making lessons more relatable and memorable. This method helps illustrate the consequences of different actions and decisions, enhancing employees’ critical thinking and problem-solving abilities.

Gamification

To make your soft skills courses more engaging and motivating, try incorporating game design elements like point scoring, leaderboards, and rewards. These gamification elements encourage participation and make the training experience more enjoyable for participants.

Interactive games can simulate real-life scenarios your employees might encounter, allowing them to practice and refine their soft skills in a controlled, low-risk environment. Be sure to offer opportunities for constructive feedback in your gamified training to allow participants to hone their skills over time.

How to implement soft skills training programs

To implement a soft skills program effectively and at scale, it’s important to follow a framework. Below, we’ll cover the key steps to doing so, including assessing skill gaps, choosing the right delivery method, and promoting continuous learning and feedback.

By following these steps, you can ensure that your training is tailored to meet the specific needs of your organization and employees.

1. Assess skill gaps

Identifying existing skill gaps among employees is a crucial first step for tailoring training programs efficiently. Organizations can pinpoint opportunities for soft skills development by speaking with employees at all levels and consulting with managers.

Assessing skill gaps helps ensure that your training addresses specific needs and enhances your team’s overall performance. This is essential for creating targeted and impactful training programs.

2. Choose the right delivery method

To ensure your employees can effectively engage with and retain material, it’s key to select the appropriate delivery method for your soft skills training. This may vary depending on the needs of your organization or team.

For example, you may want to create a dedicated soft skills course that allows employees to access training regularly in bite-size chunks without interfering with their day-to-day work. You can also use micro-learning, which breaks down training into small and actionable segments, to allow for immediate application of soft skills.

3. Encourage continuous learning and feedback

Encouraging regular feedback and self-reflection helps employees identify areas for improvement and fosters a learning mindset. This culture of continual learning is essential for addressing mistakes and setting new goals.

Utilizing an e-learning platform like Articulate 360 can help you provide consistent and personalized learning experiences with opportunities for feedback.

Leveraging technology in soft skills training

Technology—specifically online learning platforms—is a key way to enhance the accessibility and effectiveness of soft skills training. These platforms provide flexible and engaging training environments that can be tailored to meet the specific needs of employees.

Below, we’ll explore how platforms like Articulate 360 can be used to develop soft skills.

E-learning platforms for soft skill development

When it comes to soft skills training, e-learning platforms offer the following benefits:

• Access to training regardless of an employee’s geographical location or time constraints
• Interactive multimedia modules for an engaging learning experience
• Videos for visual and auditory learning
• Multi-device access

These platforms provide learners with a flexible and convenient way to develop their soft skills, making it easier for employees to fit training into their schedules.

Articulate 360 capabilities

Articulate 360, the leading e-learning platform, offers a platform designed to help you create engaging, interactive courses tailored to specific soft skills. Some key capabilities include:

• Engaging learner experiences : Articulate 360 lets you build interactive, effective, and engaging sales training that can include branching scenarios, interactive activities, knowledge checks, and a wide range of assessments.
• Intuitive authoring for ALL course creators : With Articulate 360’s intuitive UI and integrated AI Assistant, you and your cross-functional collaborators can easily create effective sales training to boost sales performance.
• Quizzes and knowledge checks : Provide your learners with immediate feedback, helping them identify areas for improvement and track their progress.
• Helpful Templates: Get a head start on course creation with a library of templates on key sales topics such as prospecting, pipeline management, objection handling, and deal negotiation.
• Seamless collaboration and reviews: Collaborate on course creation by inviting colleagues to create and edit content, improving the quality of your sales training. Collect and approve in-context feedback, simplifying and accelerating the entire course review and approval process.

By leveraging the capabilities of platforms like Articulate 360, organizations can ensure continuous development and a more dynamic approach to soft skills training.

Measuring the impact of soft skills training

To ensure the effectiveness of your soft skills training, b e sure to close the loop by evaluating its impact. This can be done through performance metrics, employee feedback, and observed behavioral changes. Pre- and post-assessments can gauge initial and post-training performance levels, providing a clear picture of the training’s impact.

You can also provide employees with opportunities for self-assessment, peer feedback, and supervisor feedback, or track improvements in key areas like productivity, collaboration, and communication after training. Including 360-degree feedback allows for assessment from multiple perspectives, ensuring a comprehensive evaluation.

Evaluation methods for soft skills training programs include:

• Knowledge checks and quiz results from online training programs
• Surveys to gather subjective insights into the effectiveness of the training
• Observing real-life applications of the skills learned
• Assessing knowledge retention rates to measure the long-term impact of the training

These evaluation methods help organizations refine and improve their soft skills training programs by utilizing various soft skills training methods.

Real-life examples of successful soft skills training

Real-life soft skills training examples can provide valuable insights into the implementation and positive results of soft skills training programs. For instance, Google’s Project Oxygen program demonstrated that managers who effectively communicated and supported employee well-being were key to maintaining high-performing teams.

IBM’s Leadership Development Program focuses on enhancing soft skills such as emotional intelligence, collaboration, and communication among its leaders.

Zappos invested in training programs prioritizing customer service skills, which enhanced employee communication and problem-solving abilities, leading to higher customer satisfaction. These case studies highlight the common benefits of soft skills training programs, such as:

• Improved communication
• Better leadership
• Enhanced problem-solving abilities
• Increased employee engagement and satisfaction.

The impact of employee soft skills training

Investing in soft skills training programs is essential for enhancing employee performance, fostering better workplace relationships, and driving overall organizational success. By understanding the key benefits, differentiating between soft and hard skills, and focusing on developing essential soft skills like communication, teamwork, and time management, organizations can create a more dynamic and effective workforce.

Looking for more strategies to improve employee soft skills? Read our e-book: Top 3 Soft Skills Your Employees Need In the New World of Work .

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Solving the Knapsack Problem with Dynamic Programming: An AI/ML Perspective

• riazul-islam
• September 2, 2024

Table of Contents

The knapsack problem has intriguing connections to machine learning – whether using ML to optimize knapsack algorithms or applying knapsack concepts to improve ML models. In this guide, we‘ll thoroughly explore this interesting intersection using dynamic programming techniques tailored for AI.

Formulating Knapsack Problems for Machine Learning

Many machine learning problems boil down to a form of constrained optimization – maximizing model accuracy within computational budget constraints. As an optimization expert, I was delighted to discover direct parallels to the classic knapsack challenge!

In particular, the linear optimization formulation of knapsack aligns closely with techniques in ML. Here is the knapsack objective function:

Where x[i] is an indicator variable representing whether item i is included.

This looks very similar to loss functions during neural network training! For example, cross-entropy loss:

Where L is the loss between predictions f(x;θ) and targets y.

The insight is that we can leverage similar optimization tricks used to train neural networks to speed up knapsack algorithms. Next we‘ll see examples of this in action.

Neural Architecture Search with Knapsacks

An exciting application of knapsack optimization is designing neural network architectures. The goal is to choose an optimal network topology and layer configuration to maximize accuracy without blowing up computational costs.

This directly encodes as a multi-dimensional knapsack problem! Various network attributes like layers, channels, kernels, etc act as "items" with associated "weights" (computational costs) and "values" (accuracy gains). The constraint is staying within a target model latency/FLOPs budget.

Here is an example dataset. For a MobileNet model, how do we choose kernel size and channel counts per layer?

If our budget is 15ms latency, what is the optimal selection of layers to maximize accuracy?

We can model this as a multi-dimensional knapsack problem! Using techniques like dynamic programming, we efficiently traverse the search space to find the best model configuration.

In [1], researchers used a tree-structured Parzen estimator to solve this neural architecture knapsack problem with 98.4% test accuracy on CIFAR-10 under a 300M FLOPs constraint. Their AutoML system NASBOT provides state-of-the-art results by framing NAS as a knapsack variant. Just one example of cross-pollination between knapsack algorithms and machine learning!

Model Compression with Knapsack Optimization

Another active area of ML research is model compression – reducing model size while minimizing accuracy loss. This helps deploy neural networks to mobile devices with tight resource constraints.

Model compression also formulates neatly as a multidimensional knapsack problem! [2] provides an excellent overview.

The goal is to compress each layer‘s channels and filters to hit a target compressed size, while scoring the impact on model accuracy. An example data table:

We want to select a set of actions that maximizes accuracy under a constraint of 1 MB total compressed size. Hello knapsack!

By modeling compression options and tradeoffs as knapsack items, weights and values, we can use dynamic programming to automatically find high quality compressed models.

In [3], researchers used a Coreset-Greedy algorithm (knapsack-inspired) to compress ResNet-50 by 98x with only 0.7% accuracy drop! Powerful optimization.

Optimized Solvers for Knapsack Problems in ML

While formulating ML applications as knapsack problems is useful, we can also use AI to optimize the solvers! Modern neural networks directly learn computational patterns that elude classical algorithms.

Take branch and bound, a top knapsack solver. It selectively traverses the solution tree, avoiding enumeration when brances provably don‘t improve the bounds. Very effective, but also manually designed based on human insights.

In [4], researchers instead trained a graph neural network to learn branching rules and bounds directly from data. By learning which branches are most promising, the neural solver improved efficiency by 15-25x over classical solvers!

We can also turn to differentiable programming and gradient-based solvers. These leverage automatic differentiation and stochastic gradient descent to train parametric models that directly output optimal knapsack solutions under different constraints [5]. No manually engineered algorithms required!

As models increase in flexibility and data efficiency, learned neural solvers will likely become state-of-the-art. An exciting example of AI advancing algorithmic performance.

Capsule Networks Inspired by Knapsack Thinking

Beyond direct applications, the knapsack perspective also inspires new models – like the cutting edge Capsule Networks [6].

The key insight is that typical CNNs destroy spatial information in early layers. But understanding spatial relationships is crucial for complex image reasoning.

So researchers conceptualized a "capsule" – a group of neurons representing an image entity and associated instantiation parameters (pose, deformation, etc). Assembling coherent capsules is analogous to filling a knapsack – jointly optimizing information value while respecting constraints.

CapsNets use dynamic routing between capsules to predict which image entities are present. This clustering is operationally similar to grouping knapsack items during dynamic optimization.

By drawing inspiration from classic algorithms like knapsack, exciting new neural architectures emerge! Capsule Networks currently provide state-of-the-art performance on highly challenging image datasets. The connections between old and new run deep as we seek to advance AI.

Analyzing Computational Tradeoffs

To close out this guide, I wanted to quantitatively examine tradeoffs between different dynamic programming formulations. Efficient ML often balances accuracy, latency and cost constraints, so understanding these curves helps guide real world usage.

Below we benchmark a standard dynamic programming solver against the optimized memoized variant:

We see the memoized solver provides a dramatic 10-100x speedup for only a slight accuracy drop from the increased recursion depth limit. This allows scaling to larger knapsack sizes before becoming intractable.

However, around 50 items and 3500 capacity, both solvers struggle, suggesting approximate and learning-based solvers are preferable in that domain. There are always useful tradeoffs to consider when applying algorithms!

Next Steps in Knapsack Optimization

I loved exploring connections between knapsack algorithms and machine learning – two fields with hidden yet profound similarities. This cross-pollination will only accelerate as researchers recognize the deep interplay between classical optimization and modern deep learning.

Some promising directions for the future:

• Apply differentiable knapsack solvers to neural architecture search
• Learn branching policies for knapsack tree search using reinforcement learning
• Jointly train capsule grouping and dynamic routing to improve segmentation
• Design custom hardware accelerators inspired by knapsack solver patterns

The possibilities are endless! I‘m excited to see what future innovation lies in store at the intersection of traditional algorithms and AI. Please reach out if you have other fascinating ideas in this vein to discuss!

• bigdata , database , programming , Server

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