Listening Skills

Do You Hear What I Hear?,[object Object],Clear communication is vital for good business and the first step to clear communication is listening with understanding.,[object Object],Pretend the speaker’s words contain the most important message you’ll ever receive. ,[object Object],Stick to what he or she is actually saying, not what you think he or she is saying.,[object Object]

Listen with Understanding,[object Object],Listening is a difficult skill that few people ever learn. ,[object Object],Experts say the average person has 25% listening efficiency.,[object Object],Listening with understanding, is more than just sitting back and letting words flow into your ears.,[object Object],Listening is an active skill that is at least as hard as talking, maybe harder. ,[object Object],There is no real communication unless the listener understands, accepts, and will take action based on what was said. ,[object Object],The person who develops good listening skills has a head start on providing the best solutions based on information obtained during conversations.,[object Object]

The Three Basic Listening Modes,[object Object],Competitive or Combative Listening happens when we are more interested in promoting our own point of view than in understanding or exploring someone else’s view. ,[object Object],We either listen for openings to take the floor, or for flaws or weak points we can attack. As we pretend to pay attention we are impatiently waiting for an opening, or internally formulating our rebuttal and planning our devastating comeback that will destroy their argument and make us the victor. ,[object Object]

The Three Basic Listening Modes,[object Object],In Passive or Attentive Listening we are genuinely interested in hearing and understanding the other person’s point of view. ,[object Object],We are attentive and passively listen. We assume that we heard and understand correctly, but stay passive and do not verify it.,[object Object]

The Three Basic Listening Modes,[object Object],Active or Reflective Listening is the single most useful and important listening skill. ,[object Object],We are genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. ,[object Object],We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective. ,[object Object]

Listen with Understanding,[object Object],Exercise 1:,[object Object],REPEATING A MESSAGE CORRECTLY,[object Object],[object Object],Please listen carefully to the message and repeat it quietly to the person next to you.,[object Object],[object Object],[object Object],[object Object]

Reasons Why We are Poor Listeners,[object Object],Do you have any of these difficulties? Chances are you do.,[object Object],Place a check mark beside the listening difficulties that you experience,[object Object],the most.,[object Object],[object Object]

You have several things on your mind at once.

You were not trained to listen.

While someone is talking, you are mentally rehearsing your response.

You get busy thinking about why the speaker's ideas won't work.

You may not be sure what the speaker is talking about, due to an inability to get the point across or unfamiliar vocabulary.

Personal prejudices to the speaker's age, sex, cultural background or disbelief of what is being said.

Jumping to conclusions; reading into the speaker's words.

The person may not be speaking loudly enough, there's too much environmental noise, or you have a physical hearing problem.,[object Object]

Helpful Hints on Listening More Effectively,[object Object],If the speaker is speaking softly, ask him to speak louder. Block out any and all distractions around you, and focus on what the speaker is saying.,[object Object],Allow the speaker time to talk without you interrupting. Be patient and do not speak, even if you do not agree with what is being said.,[object Object],Do not mentally rehearse your response while the speaker is talking; rehearsing causes more lost listening than anything else. If you think you will forget, jot down highlights of the conversation to help you evaluate the situation.,[object Object],Ask clarifying questions if you don't understand what is being said.,[object Object],Listen for hidden messages. Paraphrase what you think you heard, and get agreement from the speaker.,[object Object]

Helpful Hints on Listening More Effectively (cont’d),[object Object],Listen for the main message. Do not get distracted by side issues that are brought up by the speaker.,[object Object],Do not allow the speaker's language selection and usage to keep you from making a good decision.,[object Object],Evaluate the good points before you evaluate the bad ones. Weigh all the evidence presented. Was it logical, did it make sense and was it complete?,[object Object],After paraphrasing, give your interpretation and opinions to the speaker.,[object Object],Decide exactly what you and the speaker agreed on and tell the speaker what actions you can or cannot take, and why.,[object Object]

Listening Skills

Listening Skills

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