Communication & Self-Management
Listening Skills
Giving and Receiving Feedback
Executive Summary
Listening Skills
Listening is an essential skill for any supervisor, since it is essential for creating a trust relationship,
getting necessary input for understanding what problems look like at the front lines, and reducing
miscommunication.
Tips for effective listening
1. Create a listening container.
Depending on the intensity and privacy of the conversation, you may need to create a strong
container for the conversation. Consider:
• Privacy
• Freedom from Distractions
• How much time you will need
•Ground rules, which can include:
• Confidentiality
• Each person making “I” statements rather than jumping to judge or label
the other person.
• Avoiding name calling or pejorative language
•Not interrupting the speaker
• Keeping voice volume and gestures at a moderate level
• Allowing for time outs
2. Adopting a listening stance
As the listener, you want to help the other person share as much information as possible about the
topic of discussion. Here are some tips:
• Minimal encouragements
• Echo words and phrases the other person uses
• Use verbal cues that show you are listening
• Ask “Is there more about that?”
•Silence. Often people will feel uncomfortable with silence and share more
information on their own.
