Identify active-listening techniques.

Active listening is a way of listening that focuses on the message and ensures that the message is correctly received. Identification of active-listening techniques should include

• expressing interest
• paraphrasing key points back to the speaker
• asking questions
• maintaining eye contact
• refraining from interrupting the speaker
• responding with affirmative nods and appropriate facial expressions
• avoiding distracting actions or gestures that suggest boredom
• stopping all other activities (e.g., turning off music or radio, turning away from a computer, setting down papers)
• keeping comments brief and on topic. 

Process/Skill Questions:

• How would one demonstrate effective listening skills (e.g., role-playing)?
• How would one demonstrate ineffective listening skills (e.g., role-playing)?