1. Communicate effectively: Active listening

Progress 10 / 13

Open your mind to what the person is saying and provide feedback to indicate that you have received the message and do understand what has been said.

Remain calm and in control, and show empathy for the other person who is speaking.

The following are active listening skills which will help you in your workplace and in your personal life (select each tab to learn more):

Step 1 Step 2 Step 3 Step 4 Step 5

Concentrated completely on what is being said

Look at the person, maintain eye contact and show that there is interest

Be quiet and do not interrupt or talk over the person talking

Work out the message and be prepared to repeat back aspects of the message

Use body language and gestures to show you are listening

An example of how active listening skills can be used in the workplace:

A consumer is explaining their learning (educational) goals to you as part of their individual plan.

You would pay attention to what they are saying and repeat back in your own words to confirm that you have understood what they were saying.

This will also give them the opportunity to correct the information if you have misunderstood them.