See also MCV08.
Passive listening is key to good communication. This when a person attends to another and involves the use of non-verbal behaviour (head nods, smiles, eye contact, body positions) and minimal verbal encouragement ("Uh-huh," "I see") to communicate interest in what the other person is saying (Kottler & Kottler 2000)
Active listening merely takes the dialogue one step further where the attendee takes a more direct role in responding to what she has heard. The attendee would use other communication skills, such as asking open-ended questions, reflecting on what the attended has said through statements such as: "It sounds like you were feeling frustrated," "You are feeling pressured", "This is hard for you".
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