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Phases of Active Listening
‘Active listening’ is the best type of listening. It occurs when you hear, comprehend, respond to, and recall what is being
spoken. The following are the five phases or stages of active listening:

1. Receiving: This involves paying attention to the speaker and actively taking in the information being communicated
without distractions.
2. Understanding: This means comprehending the message by interpreting words, tone, and non-verbal cues correctly.

3. Remembering: This refers to retaining and recalling key information from the conversation when needed.
4. Evaluating: This is the process of analysing and assessing the message to determine its validity, importance, and
relevance.
5. Responding: This involves providing feedback through verbal or non-verbal means to show that the message has
been received and understood.

How can active listening be ensured?
To ensure active listening, use the acronym ‘RESPECT:’

R – Remove (distractions), such as phone notifications, background noise, or multitasking, to focus entirely on the
speaker.

E – Eye contact with the speaker to show attentiveness and engagement. This signals that you are actively listening and
interested in what they are saying.
S – Show that you are paying close attention to the speaker through gestures. Use non-verbal cues like nodding, smiling,
or leaning slightly forward to demonstrate interest and encouragement. This reassures the speaker that they are
being heard.
P – Pay attention and concentrate on what the speaker is saying. Focus on the speaker’s words, tone, and emotions
without planning your response.
E – Empathise with the speaker’s feelings. Understand and share the speaker’s feelings by putting yourself in their shoes.
C – Clear up any doubts, ask questions.
T – Tune in to the speaker's timing, i.e., wait for the speaker to complete before responding. This ensures they feel truly
heard and valued.

Overcoming Barriers to Active Listening
You must have now understood the phases of active listening and various factors affecting active listening. Let us now
attempt to comprehend how to overcome barriers to active listening.

Factor How does a factor become a barrier? How can one overcome the barrier?
Being preoccupied When you are preoccupied, you Don't let your emotions take over your thoughts.
may not pay close attention to what Phones and digital devices should be kept at a
someone is saying. distance.
Audio and visual In a noisy location, you might not be To avoid misinterpretations and distractions,
distractions able to hear the other person clearly. create a suitable setting.
Previous experiences Based on previous experiences and Avoid establishing biases and maintain
or mindset encounters, you may have established objectivity when communicating with people.
biases or preconceptions.
Personal Personal feelings, such as preconceived Allow the other person to finish their sentence
considerations notions about the other person may before responding.
influence your listening.

Communication Skills-III 7