how to listening

1. LISTENING

2. Agenda
 Why listening
 Levels of listening
 Bad habits of listening
 Be a active listening

3. Why listening important / purpose
 The way you decode/get
the information
 Seek understand then to
be understand / Listen
then speak
 Find the truth/key
 Gain friendship and trust

4. Listening Via
 Ear
 Eye
 Body
 Word
 Heart
 Ear ->Hear - Heart

5. Levels
 Hearing
 Attending
 Understanding
 Responding
 Remembering

6. Practice
 What is the listening level of them

7. Bad habits
 Give no response
 Negative response (distract ..)
 Interrupt
 Tell your own story
 Criticize
 Finishing other’s words

8. Bad habits
 More speak Less listening
 More content Less emotion
 More aggressive Less patient
 More passive Less active
 More subjective Less Objective

9. Active listening
 Pre listening
 While listening
 Post listening

10. Pre listening
 Know your speaker
 Know the purpose
 Build appropriate atmosphere
 Blending / Small talk

11. While Listening
 Adapt to speaker
 Show your interesting
 Don’t interrupt
 Involve your whole body
 Feeling the speaker
 Give response

12. While Listening - Adapt
 Use speaker’s word’s habit
 Use common words
 Use WE instead of YOU
 Use Let’s/Shall we instead of Can you
 Use Why not instead of You should
 Adapt to speaker’s style (Rapid, Slow)
 Adjust your style
 Show your acceptance and understanding
 Synchronize your emotion with speaker
 Make speaker feel comfortable

13. While Listening - Interest
 Encourage in verbal
 That’s interesting
 Sounds great , tell me more
 Be open mind
 Use your body language
 look exciting
 Change a posture
 Suddenly look
 Use your vocal tone
 Change your tone

14. While listening – don’t interrupt
 Silence
 Don’t judge
 Body language
 Nodding …
 Eye contact
 Use appropriate words.
 Oh ? Em …
 And ?
 Go on …

15. While listening – body
 Facing the speaker
 Eye contact
 Facial expression
 Smile …
 Serious …
 Distance
 Posture
 relaxed or rigid
 leaning in or away
 Remove physical distractions

16. Feeling the speaker
 Focus attention on: facial expressions, posture,
gestures and actions.
 Read non-verbal in context of the conversation.
 Note discrepancies between what people say and
how they act. For example, if they say they are
happy, do they look and act happy?
 Be aware of your feelings and physical reactions.

17. While listening – Reflect listening
 Paraphrasing
 Question
 Summary

18. While listening - Paraphrasing
 Paraphrasing: restates the speakers’ feelings and
content in your own words that demonstrates
acceptance and understanding.
• Also called backtracking, mirroring.
• Also a form of blending.

19. While listening – reflect formula
 You feel (insert the word or feeling) because
(insert the event or other content that is
associated with the feeling).”

20. While listening - Question
 Ask questions for clarification and understanding.
 Two kinds of questions
 Open
 Close
 Use questions for
 Seek the result / further information
 Clarify your doubt
 Sort out speaker’s idea
 Lead conversation direction

21. While listening - Summarize
 Benefit
 Get key points
 Get conclusion
 Gain mutual understanding
 Format
 User 1, 2, 3
 Simple Short Concise
 Get confirm with speaker
 Following up or action items if needed

22. Post listening
 Close out
 Thanks to the speaker???
 Show your acceptance and understanding
 Get the real meaning
 Nail the conclusion
 Observe the emotional result ( feeling , attitude)
 Give feedback
 Take actions to the following up
 Prepare next conversation if needed