Tag: Active Listening

May 23, 2009

Comments: 2

How to Listen to the User and Hear the Experience

When someone is speaking, do you think about what the other person is saying, or do you think about what you are going to say next?

At ActiveComm Labs, we are big believers in communication and what it can do to improve research. Our background in both user experience research and communication has allowed us to harness the experiences of our users and provide the most accurate feedback to our clients. Our background in communication includes many years of research and training with hostage negotiators across the country. Through this training we learned the skills and techniques that negotiators use to resolve crisis situations and how to apply them in a research setting. We consider Active Listening to be one of the key components of an overarching method that we call Active Observation®. Active Observation® is a synthesis of Active Listening skills, influencing techniques and advanced observation of non-verbal communication such as facial expressions and body language to generate a deep and dynamic understanding of an individual. Read More

Jan 9, 2009

Comments: 1

Applied Training is the Secret to Active Listening

The art of hostage negotiation does not focus on one particular moment: the most successful negotiations are built from solid understanding of the hostage taker, and the development of mutual trust between negotiator and taker. Many negotiators have found that the most effective way to accomplish this is to listen actively to the hostage taker as he tells his story, absorbing and processing not only content, but also emotion and subtext. This deeper understanding can give negotiators better leverage to convince the hostage taker into giving up and walking out.

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