Acknowledging Person– Provide verbal or non-verbal awareness of the other person, eye contact.
Restating, paraphrasing– Respond to person by repeating their feelings.
Summarize the persons thoughts– Provide a focus of information by summing-up their feelings.
Probing– ask questions in a supportive way that requires more information or that attempts to clear up misunderstanding.
Perceptions– Check to see if your understanding and perceptions are valid and correct.
Supporting– Showing warmth and caring.
Be quiet– Allow the other person time to think and complete his/her thoughts.
State feelings– Use first-person pronoun–making “I” statements.
Stay focused– Try to stay on topic.
Reflect– Try to use the other person’s own words when reflecting what you heard.