Peteiro, M. et al (2019) Extended Diploma in ____ & Social Care. London: Hodder Education. Electronic communication is increasingly becoming a part of daily life. Emails, social media, ____, WhatsApp and Facebook messenger are just a few examples of how we use electronic communication to ____. Some people believe that electronic messaging is replacing a lot of face-to-face communication, leading to a loss of vital communicative skills such as reading body ____, making eye contact and interacting face-to-face with others. Active listening is when the listener fully concentrates, understands, ____ and remembers what is being said. An active listener’s body language is open, leaning forward slightly, sitting at an angle to the speaker rather than directly opposite, which can be confrontational. Active listening involves ____ on what is said and how it is said. For example, an individual might say they are fine but their body language and tone of voice could indicate otherwise. Active listening includes listening with eyes and ears. The words ‘I’m fine’ may be belied by a downcast ____, drooping stance and sad tone of voice.

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