ACTIVE LISTENING (Mini lecture, discussion and role play) In this session, the facilitator introduces participants to the concept of active listening, the skill of active listening, and an environment that encourages listening. The session provides participants with practical skills and knowledge which will help them in community healing. It begins with a lecture, after which participants evaluate their listening skills by way of an exercise. Principles and guidelines in respect of active listening Active listening involves paying full attention to what the speaker is saying while encouraging him or her to continue speaking through facial expressions, appropriate gestures and occasional comments. The listener pays attention not only to what is said, but also to the expressions and feelings of the speaker, which give the listener more information. Active listening is an art that can be learnt through practice and discipline. This is achieved by observing the following principles: • An environment should be created that allows for the expression of views, feelings, etc., especially in terms of reducing the risk of future negative consequences for messages delivered; • The listener should be very focused on what the speaker is trying to communicate to her or him; • The listener should be patient and not jump to conclusions about the message; • The listener should show genuine empathy for the speaker; • The listener should use techniques that permit the speaker to verify or correct the emotions in and content of the message; and • The listener should not judge or make value statements about what the speaker is feeling. The four levels of active listening Active listening takes place on four levels: 1. ‘The head’: listening for facts and other forms of information; 2. ‘The heart’: listening for feelings such as anger, fear, frustration, disappointment, etc. Strong feelings often block the way to rational discussions and therefore have to be identified and dealt with before proceeding to substantive matters; 3. ‘The stomach’: listening for basic human needs. Identify what basic needs are driving the conflict and distinguish between needs and satisfiers; and 4. ‘The feet’: listening for intention or will. Identify in which direction the person/group is moving and how strong their commitment is. Procedures for active listening Communities need to develop good communication skills and facilitators are encouraged to observe both verbal and non-verbal communication in a group and address any negative or positive messages. 1. One’s body can communicate several non-verbal messages. Every culture has its own body language and there is a need to think critically about how to use body language in such a way that the message comes across as: ‘I am eager to hear and understand you.’ Body language must enhance communication through, for instance: Module 5: Communication in community healing 89 5