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Effective Listening: a Cornerstone of
          Business Analysis




             Copyrights (c) 2011-2013 Pragmatic
                                                  1
                    Cohesion Consulting
Content
• 1-The human brain processes Information in a very biased way.
• 2- People often believe in stories that may have very little
  evidence to support them.
• 3-BAs can promote effective listening skills that bridge reality
  gaps between stakeholders.
• 4- A person’s perception of the world is their reality.
• 5-Listening is the most important communication skill.
• 6- Our education does not teach us to listen well enough.
• 7-Poor communication makes us waste 45% of our lives.
• 8-Listening goes beyond hearing.
• 9-Listening with your 6th sense is essential.

                       Copyrights (c) 2011-2013 Pragmatic
                                                                2
                              Cohesion Consulting
The human brain processes
  Information in a very biased way
• “In processing information, our brains tend to
  perceive stimuli in terms of their own past
  experiences and may systematically filter out
  information not in accordance with these
  experiences.
• Brains have difficulty processing all the relevant
  information – there is too much, it may not fit with
  expectations and previous patterns, and some of it
  simply may be too threatening to accept” [Kurstedt
  2000]
                    Copyrights (c) 2011-2013 Pragmatic
                                                         3
                           Cohesion Consulting
People often believe in stories that may
have very little evidence to support them
 • Kahneman has demonstrated that the
   confidence people have in their beliefs is a
   judgment of the coherence of the story that
   the mind has managed to construct. People
   tend to have great belief in stories that may
   have very little evidence to support them.



                   Copyrights (c) 2011-2013 Pragmatic
                                                        4
                          Cohesion Consulting
BAs can promote effective listening skills that
    bridge reality gaps between stakeholders
• One important responsibility of a Business Analyst
  (BA) is to ensure that false beliefs and false
  expectations are not cultivated and that strong
  consensus is achieved among all project
  stakeholders.
• This presentation explores the reasons why Project
  Stakeholders can have different perceptions of the
  same information and how BAs can promote
  effective listening skills that bridge reality gaps
  between stakeholders.

                    Copyrights (c) 2011-2013 Pragmatic
                                                         5
                           Cohesion Consulting
A person’s perception of the world is
             their reality
• Kurstedt reminds us that just as one person
  experiences differently what another person perceives
  when she sees the color green, even if both parties
  agree to call this color green, each person’s perception
  of the same light stimuli can be profoundly different.
• Effective communication is the only means by which
  two persons can reconcile their respective perceptions
  of reality.
• Communication becomes effective when each reality is
  not only understood but also truly accepted by both
  parties.

                     Copyrights (c) 2011-2013 Pragmatic
                                                          6
                            Cohesion Consulting
Listening is the most important
          communication skill
• A study has shown that while people are
  awake they spent between 70 to 80% of their
  time communicating.
• Communication time is then distributed as
  follow:
  – 45% listening
  – 30% speaking
  – 16% reading
  – 9% writing
                    Copyrights (c) 2011-2013 Pragmatic
                                                         7
                           Cohesion Consulting
Our education does not teach us to
         listen well enough
• Another study by Madelyn Burley-Allen shows
  the time allocated to teaching various
  communication skills throughout a typical
  education:
  – 12 years of writing
  – 6 to 8 years of reading
  – 1 to 2 years of speaking
  – Half a year of listening!

                    Copyrights (c) 2011-2013 Pragmatic
                                                         8
                           Cohesion Consulting
Our education does not teach us to
         listen well enough
• If you agree that learning happens through
  communication, and that human
  communication favors listening, then the very
  small amount of time our education dedicates
  to teaching listening skills makes us
  handicapped learners and poor
  communicators.
• It should come with little surprise that most
  people are not effective at bridging the kind of
  reality gaps discussed in this presentation.
                  Copyrights (c) 2011-2013 Pragmatic
                                                       9
                         Cohesion Consulting
Poor communication makes us waste
          45% of our lives
• Combine the 80% of life spent on communicating
  with the 45 and 30 percent of that time spent
  listening and speaking: we are then either talking
  to someone or listening to someone for 60% of
  the time.
• Research shows that on average people are about
  25% effective at oral communication thus yielding
  a staggering 45% of our time wasted because we
  are either not being understood or we are not
  understanding other people!
                  Copyrights (c) 2011-2013 Pragmatic
                                                       10
                         Cohesion Consulting
Listening goes beyond hearing
• Mehrabian postulates that the information
  communicated to us when we listen to
  someone is distributed as follow:
  – 7% from words
  – 38% from vocal cues (tone, inflection, etc..)
  – 55% from body language (facial, posture, gestures)
• BAs must become skilled at ‘listening’ to all
  the above sources of information during face
  to face meetings.

                  Copyrights (c) 2011-2013 Pragmatic
                                                       11
                         Cohesion Consulting
Listening with your 6th sense is
               essential
• The BA can train herself to become
  skilled at:
  – Perceiving the feelings in other persons
    with empathy.
  – Perceiving the positive or negative energy
    around a person.
  – Perceiving the meaning within the message
    and between the message: silence can
    speak volume.
                Copyrights (c) 2011-2013 Pragmatic
                                                     12
                       Cohesion Consulting
References:
• Kurstedt, H. (2000), Management Systems Theory, Applications,and Design,
Virginia Polytechnic Institute and State University - ISE Department,
Blacksburg VA.
• Madelyn Burley-Allen (1995), Listening: The Forgotten Skill:
A Self-Teaching Guide (Wiley Self-Teaching Guides)



   For Comments and Questions contact didier@pragmaticohesion.com


                             Copyrights (c) 2011-2013 Pragmatic
                                                                             13
                                    Cohesion Consulting

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Effective Listening - a cornerstone of effective business analysis

  • 1. Effective Listening: a Cornerstone of Business Analysis Copyrights (c) 2011-2013 Pragmatic 1 Cohesion Consulting
  • 2. Content • 1-The human brain processes Information in a very biased way. • 2- People often believe in stories that may have very little evidence to support them. • 3-BAs can promote effective listening skills that bridge reality gaps between stakeholders. • 4- A person’s perception of the world is their reality. • 5-Listening is the most important communication skill. • 6- Our education does not teach us to listen well enough. • 7-Poor communication makes us waste 45% of our lives. • 8-Listening goes beyond hearing. • 9-Listening with your 6th sense is essential. Copyrights (c) 2011-2013 Pragmatic 2 Cohesion Consulting
  • 3. The human brain processes Information in a very biased way • “In processing information, our brains tend to perceive stimuli in terms of their own past experiences and may systematically filter out information not in accordance with these experiences. • Brains have difficulty processing all the relevant information – there is too much, it may not fit with expectations and previous patterns, and some of it simply may be too threatening to accept” [Kurstedt 2000] Copyrights (c) 2011-2013 Pragmatic 3 Cohesion Consulting
  • 4. People often believe in stories that may have very little evidence to support them • Kahneman has demonstrated that the confidence people have in their beliefs is a judgment of the coherence of the story that the mind has managed to construct. People tend to have great belief in stories that may have very little evidence to support them. Copyrights (c) 2011-2013 Pragmatic 4 Cohesion Consulting
  • 5. BAs can promote effective listening skills that bridge reality gaps between stakeholders • One important responsibility of a Business Analyst (BA) is to ensure that false beliefs and false expectations are not cultivated and that strong consensus is achieved among all project stakeholders. • This presentation explores the reasons why Project Stakeholders can have different perceptions of the same information and how BAs can promote effective listening skills that bridge reality gaps between stakeholders. Copyrights (c) 2011-2013 Pragmatic 5 Cohesion Consulting
  • 6. A person’s perception of the world is their reality • Kurstedt reminds us that just as one person experiences differently what another person perceives when she sees the color green, even if both parties agree to call this color green, each person’s perception of the same light stimuli can be profoundly different. • Effective communication is the only means by which two persons can reconcile their respective perceptions of reality. • Communication becomes effective when each reality is not only understood but also truly accepted by both parties. Copyrights (c) 2011-2013 Pragmatic 6 Cohesion Consulting
  • 7. Listening is the most important communication skill • A study has shown that while people are awake they spent between 70 to 80% of their time communicating. • Communication time is then distributed as follow: – 45% listening – 30% speaking – 16% reading – 9% writing Copyrights (c) 2011-2013 Pragmatic 7 Cohesion Consulting
  • 8. Our education does not teach us to listen well enough • Another study by Madelyn Burley-Allen shows the time allocated to teaching various communication skills throughout a typical education: – 12 years of writing – 6 to 8 years of reading – 1 to 2 years of speaking – Half a year of listening! Copyrights (c) 2011-2013 Pragmatic 8 Cohesion Consulting
  • 9. Our education does not teach us to listen well enough • If you agree that learning happens through communication, and that human communication favors listening, then the very small amount of time our education dedicates to teaching listening skills makes us handicapped learners and poor communicators. • It should come with little surprise that most people are not effective at bridging the kind of reality gaps discussed in this presentation. Copyrights (c) 2011-2013 Pragmatic 9 Cohesion Consulting
  • 10. Poor communication makes us waste 45% of our lives • Combine the 80% of life spent on communicating with the 45 and 30 percent of that time spent listening and speaking: we are then either talking to someone or listening to someone for 60% of the time. • Research shows that on average people are about 25% effective at oral communication thus yielding a staggering 45% of our time wasted because we are either not being understood or we are not understanding other people! Copyrights (c) 2011-2013 Pragmatic 10 Cohesion Consulting
  • 11. Listening goes beyond hearing • Mehrabian postulates that the information communicated to us when we listen to someone is distributed as follow: – 7% from words – 38% from vocal cues (tone, inflection, etc..) – 55% from body language (facial, posture, gestures) • BAs must become skilled at ‘listening’ to all the above sources of information during face to face meetings. Copyrights (c) 2011-2013 Pragmatic 11 Cohesion Consulting
  • 12. Listening with your 6th sense is essential • The BA can train herself to become skilled at: – Perceiving the feelings in other persons with empathy. – Perceiving the positive or negative energy around a person. – Perceiving the meaning within the message and between the message: silence can speak volume. Copyrights (c) 2011-2013 Pragmatic 12 Cohesion Consulting
  • 13. References: • Kurstedt, H. (2000), Management Systems Theory, Applications,and Design, Virginia Polytechnic Institute and State University - ISE Department, Blacksburg VA. • Madelyn Burley-Allen (1995), Listening: The Forgotten Skill: A Self-Teaching Guide (Wiley Self-Teaching Guides) For Comments and Questions contact didier@pragmaticohesion.com Copyrights (c) 2011-2013 Pragmatic 13 Cohesion Consulting