8 A better experience of listening?
A better experience of the same scenario plays out in the next video. This is an opportunity to see how the situation has a completely different complexion largely caused by the listener reflecting back what they have heard and allowing the other person to determine where the conversation goes.
Watch the film now.
Workplace interactions like this, in which there is a genuine attempt to listen to and support colleagues, are the basis for authentic relationships in the workplace.
A summary of the key aspects of active listening appears in Figure 5 below. Click on each heading to reveal the summaries.
Notice how minimal verbal encouragement is referred to in this summary and it is the role of this conversational encouragements that you will explore in the next session.