Effective Communication: Active Listening and Empathy

A vocabulary-style set of flashcards covering active listening and empathy concepts from the lecture notes.

Active Listening

The practice of listening with full attention, understanding, responding to, and remembering what the speaker is saying; it involves mental and emotional engagement beyond simply hearing words.

Focused Attention

Concentrating on the speaker and maintaining eye contact and attentive body language.

Eye Contact

Maintaining a steady gaze to show attention and engagement in the conversation.

Paraphrasing

Restating the speaker’s message in your own words to show understanding.

Clarifying Questions

Asking questions to gain more information and clear up confusion.

Empathy

The ability to understand and share another person’s feelings.

Cognitive Empathy

Understanding what someone is feeling or thinking without necessarily feeling it yourself.

Emotional Empathy

Actually feeling what another person is feeling.

Compassionate Empathy

Understanding and feeling the emotion and wanting to help.

Verbal Signs of Empathy

Phrases that acknowledge the other person’s feelings, e.g., 'That must be hard' or 'I can see why you feel that way'.

Nonverbal Signs of Empathy

Body-language cues such as nodding, eye contact, facial expressions; plus actions like matching tone and pace and leaning forward.

Nodding

A nonverbal cue signaling understanding and encouragement during a conversation.

Matching Tone and Pace

Adjusting your voice to align with the speaker’s tone and pace to convey empathy.

Open Posture

An inviting body posture (e.g., uncrossed arms, angled toward the speaker) that signals openness.

Qualities of an Active Listener

Focused attention, no interruptions, asking clarifying questions, paraphrasing, and showing patience and interest.