Peacebuilding &conflict transformation A ... - Peaceworkafrica

Keep in mind:▶ When overused, active listening can be irritating.▶ It can be difficult to practice active listening in cross‐cultural situationswhere perceptions and interpretations of content and underlyingemotions in the conversation are too divergent.▶ Be aware that both listener and speaker communicate verbally andnon‐verbally at all times.▶ Don’t be afraid of silence — maybe the speaker needs to reflect on whathas been discussed so far.Skillful communicators make use of active listening to enhance effective communicationand use skills and techniques like restating, reframing, summarizing or askingopen questions for comprehensive understanding. The following presents asample of some useful communication skills:Be interestedA listener shows interest in what is offered. This can be through maintaining eyecontact, positioning the body, leaning forward, for instance, or uttering an occasionalnoncommittal word purely to show interest but neither express agreementnor disagreement.Helpful neutralphrases:“I see”“yes”“I understand”“H-m-m”“go on”“please continue”1 0 . A c t i v e l i s t e n i n g 77