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2001 Volunteer Leader Training Guide
Communication
Ten Commandments for Good Listening

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1. Stop talking! - You cannot listen if you are talking.
    

2. Put the speaker at ease. - Help him feel that he is free to talk.
    

3. Show others that you want to listen. - Look and act interested. Don’t busy yourself with other things.  Listen to understand, rather than to oppose.
    

4. Remove distractions. - Don’t doodle, tap or shuffle papers. Would it be quieter if you shut the door?
    

5. Empathize with others. - Put yourself in the other’s place so as to see his point of view.
    

6. Be patient. - Allow plenty of time. Do not interrupt. Avoid heading for the door.
    

7. Hold your temper. - An angry person gets the wrong meaning from words.
    

8. Avoid arguments and criticism. - These put others on the defensive. They may "clam up" or become angry.
    

9. Ask questions. - This is encouraging and shows that you are listening. It helps to develop points further and is essential for clarification.
    

10. This is first and last, because all the other commandments depend on it. You simply cannot be a good listener while you are talking.

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