Page 192 - Effective Communication Soft Skills Strategies For Success by Nitin Bhatnagar, Mamta Bhatnagar

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iii. Don’t criticize or lecture about past behaviour.
iv. Don’t nod your head constantly to hurry them along.
v. Don’t assume that what they are talking about is the total content of
their message.

vi. Don’t interrogate.
vii. Don’t use the occasion for self-aggrandizement.

Table 8.2 Active Listening Skills
Skills Examples
Attending skills
• Appropriate nonverbal skills • Open posture/inclining body forward/
appropriate distance/effective eye contact
• Providing an appropriate • Careful regard to seating/light/sound/
environment non-interruptions
Following skills
• Appropriate cues to help the • Non-advice giving/no false reassurances/
other to begin talking open and honest invitation to talk/
emphasis upon exploring the problem
non-defensive/attending skills
• Appropriate cues to help the • Minimal encouragers /little questioning/
other continue talking open questioning/silence
Reflective listening
• Clarification • Requesting confirmation of what has been
said
• Reflective Responses • Responses which summarize the feeling
and factual content of the other’s
responses
• Paraphrasing • Concise, specific and concrete responses
which include essential elements of the
other’s position and interests
• Summarizing • A brief restatement or synthesis of the
other’s statement/s

STRENGTHEN YOUR COMMUNICATION SKILLS

Recognizing the importance of efficient communication, many academic
institutions and companies today train employees in communication skills.
Some companies organize seminars and workshops on handling common

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