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Avoid questions that may seem like you don’t believe the speaker. If you disagree, it is best to do that one-onone. Use language to show you value and respect the relationship you have with the other person.

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Ask probing questions to understand even if they sound too direct. If you disagree, ensure that it is directly communicated. Don’t worry that the other person will be offended.

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If you are younger or lower in rank to the speaker, avoid direct eye-contact. Use culturally appropriate behaviour to show respect. E.g., Looking at the collar level or down at the feet

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Look at the speaker’s face and maintain frequent eye contact

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Allow enough time for the speaker to complete what they are saying. Avoid jumping in to fill longer pauses. Pause to consider what you heard before responding.

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Avoid long pauses – they can make you sound hesitant or less interested. See interruptions as positive even if you find them disruptive

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Makes less eye-contact and /or directs it away from speaker’s face

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Makes less eye-contact and /or directs it away from speaker’s face

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Focus on the speaker’s words as well as the context. Remember the speaker will assume you understood unless you say otherwise or ask clarification questions

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Focus on what the speaker says.

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Meaning is understood from not just the words but the context of communication. Attend to the non-verbal behaviour of the speaker, including silences. Check your understanding of the context of communication. Ask clarification questions about the context if you need more information

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Responsibility to ensure communication is understood

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Responsibility to ensure communication is understood

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All intended meaning is communicated in the words being used. So, acknowledge what you understood from the speaker’s words. You can paraphrase their message or ask clarification questions.

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Focuses on the context. E.g., “The data analysis is(pause) very complicated (longer pause) but (pause) I’ll try to submit the report by Wednesday.”

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Focuses on the context. E.g., “The data analysis is(pause) very complicated (longer pause) but (pause) I’ll try to submit the report by Wednesday.”

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focuses on the content. E.g., “The data analysis took longer than expected, so I will be able to submit the report by Friday instead of Wednesday. I hope that’s ok.”

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focuses on the content. E.g., “The data analysis took longer than expected, so I will be able to submit the report by Friday instead of Wednesday. I hope that’s ok.”