Review Questions
1. What are the four levels of verbal response in reflective listening?
Answer:
Reflective listening is a special type of listening that involves paying respectful attention to the content and feelings expressed in another person’s communication. Reflective listening is hearing and understanding, and then letting the other know that he or she is being heard and understood. The following techniques can be used to increase reflective listening skills:
Affirming Contact
The receiver affirms contact with the communicator by using simple statements such as “I see,” “uh-huh,” “Yes, I understand”. The purpose of an affirmation response is to communicate attentiveness, not necessarily agreement. Example of affirming responses:
- That’s a good suggestion.
- I’ve enjoyed talking with you today.
Paraphrasing the Expressed
After an appropriate time, the receiver might paraphrase the expressed thoughts and feelings of the speaker. Paraphrasing is useful because it reflects back to the speaker the thoughts and feelings as the receiver heard them. This verbal response enables the receiver to build greater empathy, openness, and acceptance into the relationship while ensuring the accuracy of the communication process.
Clarifying the Implicit
Implicit thoughts and feelings are not clearly or fully expressed. The receiver may or may not assume that the implicit thoughts and feelings are within the awareness of the speaker.
Reflecting “Core” Feelings
Reflecting core feelings is an intuitive attempt at understanding the deepest and most important feelings being experienced by the speaker from the speaker’s perspective. Receivers should exercise care in using this technique to avoid embarrassing the speaker.

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Review Questions
1. Discuss the four major forms of conflict in organization.
Answer: