What is Listening?
Hearing is not listening. Hearing refers to the sounds that you hear, whereas listening requires more than that, it requires focusing on the whole of your client. It means paying attention not only to the story, but how it is told, the use of language and voice, and how the client uses his/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.
A good listener will listen not only to what is being said, but to what is left unsaid or only partially said. Listening involves observing body language and noticing inconsistencies between verbal and non-verbal messages. For example, if a client tells you he/she is happy with a life situation, while at the same time tears fill his/her eyes, you should consider that the messages are in conflict. Listening requires you to concentrate and use other senses in addition to hearing.
The three important aspects of listening are:
- Words or content of speech: listen to the actual words your clients use, the way they phrase their words and how they describe the way they are feeling.
- Voice: listen for the pitch, tone and volume of the voice as this can indicate to you how the client is feeling.
- Body language: note the body language of your clients, how they sit, facial expressions, etc., which will indicate how they are really feeling, beyond the actual words they use.
Other Certificate in Interpersonal Skills for Volunteers course snippets:
Assertiveness | Confidentiality | Counselling Skills | Dealing with Aggression | Decision Making | Group Working | Interpersonal Communication | Negotiation | Problem Solving | Reflection and Clarification | Stress Management
See Also
Certificate In Interpersonal Skills for Volunteers Homepage
What are Interpersonal Skills?