Page 31 - Shared Solutions: A Guide to Preventing and Resolving Conflicts Regarding Programs and Services for Students with Special Education Needs 2007

Some key active listening strategies are outlined in the chart below.
Resolving Conflicts
Active Listening Strategies
Demonstrate appropriate listening behaviour
Use verbal and non-verbal cues to show that you are really listening. (Be aware, however, that appropriate body language and vocalization vary from culture to culture.)
Examples: Verbal cues – short vocal affirmatives (used sparingly)
Non-verbal cues – looking at the speaker, nodding, avoiding gestures that signal restlessness or impatience
Explore
Ask questions about background and context to deepen understanding. This may also help enhance the speaker’s insight into a problem.
Examples: “Could you tell me which of these things happened first?”
“I’m still not sure what made you so upset. Could you explain again?”
Restate
Repeat in your own words what the speaker has told you. This shows that you are listening and helps check for accuracy.
Example: “So she said that she would call right back, and then she called two days later?”
Clarify
Outline for the speaker how you interpret what he or she has said. This may lead the speaker to offer further clarification of key points.
Example: “You said what she did hurt a lot. It sounds as if you felt really humiliated. Do I have that right?”
Summarize
Reiterate the major ideas, themes, and feelings the speaker has disclosed. This draws all the threads together and gives participants a common base of under- standing from which to move forward.
Example: “So the main problem you have with this is...”
(Source: Adapted from Ontario Principals’ Council, The Art of Resolution: Essential Skills for School Leaders: An Ontario Principals’ Council Resource Book, 2006.)
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