АКТИВНЕ СЛУХАННЯ ЯК ОДИН ІЗ ПРИЙОМІВ КОМУНІКАЦІЇ У ЗАЛАГОДЖЕННІ КОНФЛІКТУ

Abstract

The abstract exposes the essence of the concept of Active Listening and Conflict. It is given reasons why the Active Listening as a communicative technique is important in conflict prevention. A general model of Active Listening with a mixed set of tactics and techniques is identified. Active Listening can be divided into verbal (questioning, clarification, reflection, summarization, paraphrasing and empathy) and non-verbal (gestures and mimics, eye contact, posture, showing your interest to the speaker) signs of listening. According to the results of observation this technique helps to control emotional side of the conversation and encourages the speaker to continue the conversation instead of acting aggressively.