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Enhancing Communication through Empathy and Active Listening

Effective communication hinges on empathy and active listening. To truly understand another person’s perspective, imagine yourself in their situation. Set aside your own needs and genuinely accept their feelings, helping them to articulate their problems without jumping to solutions. Use non-verbal cues like posture, gestures, eye contact, and minimal encouragers to convey engagement. Adopt verbal techniques like paraphrasing and open-ended questions for clarity. Instead of "YOU" messages that provoke defensiveness, use "I" messages that express personal feelings and encourage constructive dialogue.

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Enhancing Communication through Empathy and Active Listening

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Presentation Transcript

  1. COMMUNICATION

  2. Empathy • Communicate a sense of understanding of the other person’s subjective world. • Act as “if” you were in their shoes

  3. Active Listening • Put your own needs aside • Provide empathy and acceptance • Help the person clarify the problem and feelings • Do not offer solutions

  4. How Can We Listen Actively? • Non-verbal: • Posture • Gesture • Eye contact • Nodding • Smiling • Minimal encouragers

  5. How Can We Listen Actively? • Verbal: • Voice tone • Parroting • Clarification • Paraphrasing • Reflecting • Probing • Open-ended questions

  6. “YOU” Messages • You are always late. • Why did you do that? • You drive me crazy • You are acting like a baby. • You shouldn’t have said that!

  7. Effects of “YOU” Messages • Puts people on defense • Puts people down • Makes people feel unimportant • Makes people resistant to change

  8. “ I “ Message • When you tap on your desk with your pencil, I feel upset because I get distracted and have difficulty teaching. • When I try to help you, and you don’t say anything, I feel confused, because I don’t know how you feel about my help.

  9. Component of “I” message • The other person’s specific behavior • The resulting feelings you experienced • What new behaviors would you expect from the other person (optional) • The impact of the other person’s behavior on you

  10. Effects of “I” Message • It doesn’t blame the other person. • It places the focus on “me”. • It gives the responsibility for modifying the behavior to the other person.

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