Line of vision |
Establishing eye contact. |
Demonstrating a sincere attitude. |
Not staring, but looking comfortingly. |
Calming oneself and comforting with the eyes in difficult situations. |
Posture |
Avoiding fidgeting or other signs of nervousness. |
Maintaining posture, ex) crossing the legs may give the impression of rudeness. |
Leaning forward a little. |
Creating an atmosphere that matches the speaker’s tone and rhythm. |
Voice |
His/her voice is loud enough to reach the speaker. |
Appropriate tone and speed of speech. |
Using a silky, comforting voice. |
Being aware of one’s vocal volume while talking. |
Back-channel feedback |
Using listening sounds such as “Fu-un” and “He-.” |
With the listener’s feedback, the speaker perceives that they are being listened to. |
Nodding timely, without interrupting the flow. |
Nodding appropriately, not monotonously. |
Repetition |
Repeating words the speaker used. |
Confirming the speaker’s point. |
Through repetition, s/he helps the speaker to organize his/her thoughts and to realize his/her own feelings. |
S/he gives respect to the words of speakers, ex) s/he does not change the wording used too often. |
Summarizing |
Talk simply about what s/he understood. |
What s/he understood follows the speaker’s intent. |
His/her feedback contains his/her feelings. |
S/he starts the summary in a natural way. |
Questioning |
S/he does not interrupt the speaker in wording or timing when asking a question. |
Timing question so that the speaker feels comfortable to continue. |
Use both closed and open questions properly. |
Questions are not egocentric. |