I had the good fortune recently to attend a reflective listening workshop led by an expert in this field. Although the purpose of this workshop was to improve my personal reflective listening skills, the content was so useful that I would like to share with you BPM buffs.
Over the next few days I will outline what this set of skills represents and how we can apply them to BPM projects.
What is reflective listening?
Reflective listening is a two-fold process which involves:
- Really hearing and understanding what the other person is saying through words and body language, and
- Reflecting feelings and thoughts you heard through your own words, tone of voice, body posture and gestures so that the other person knows he or she is understood.
Briefly stated, the essence of reflective listening is:
- Hearing accurately what another is communicating
- Understanding what the other is feeling
- Accepting the other’s feelings
- Committing to be with the other as he or she expresses a need or deals with a problem