Effective & Active Listening

1. Effective & Active Listening Why is it important? Florey http://www.youtube.com/watch?v=DK4iU_CrwPM&feature=fvwp&NR=1 (Dilbert)

2. Hearing Listening • A biological process created when sound waves hit your ears. • http://www.youtube.com/watch?v=IVJF6Ug7s2U&NR=1 • Is an active process that includes: • Receiving • Interpreting • Evaluating • Responding

3. Poor Listening • Even a good listener recalls only 50% of what they hear! • That is only half! • http://www.youtube.com/watch?v=bO-a-Yz4xA8 • (office scene)

4. Retention • Is the ability to recall and remember information. • It decreases about 20-25% after a few days.

5. Listening Means: Listening means paying attention not only to the story, but how it is told, the use of language and voice, and how the other person uses body language. -- (remember our non-verbal discussions.)

6. Listenersshould ask themselves: Why am I listening? What is my purpose? What skills do I need to listen properly?

7. Effective Listening • When the message sent is the same message received. Effective Communication • When the receiver understands the ideas, thoughts and feelings we have shared with them just as we intended.

8. Steps to Effective Listening • Concentrate – eye contact, focus on voice • Interpret - Giving meaning to what you heard. What does it mean? • Feedback – respond by giving verbal and non verbal feedback to a speaker. Ask questions, offer comments. What does a blank stare tell the speaker?

9. Self-Assessment Activity • Take a sheet of paper. Divide into 3 columns. Put SOCIAL, SCHOOL and HOME at the top of each column • In EACH column write down all the listening skills you usewhen you listen in those situations. • Circle the skills you do NOT have in each column. • Ask yourself, why are they different? What makes the difference? Is the result different?

10. Active Listening Skills • Eye Contact • Focus – concentrate on their voice • Paraphrase – Summarize what he/she said. So,… • Reflect – Say what you think the person is feeling • Connections – connect info to what you already know • Patience – don’t interrupt • Body Language – positive, open • Empathize – understanding • Feedback – ask questions, thanks • https://www.youtube.com/watch?v=m6-4-XIHsxo

11. Types of Listening • Comprehensive Listening • - listening to learn/understand information such as facts, explanations, directions or news. • https://www.youtube.com/watch?v=J_gSWTQKE-0 • (Who’s on 1st?)

12. Critical Listening • - to analyze, evaluate or judge a message containing opinions, points of view and attempts at persuasion and then making a decision based on your analysis. • Look for meaning in the words and vocal nonverbals.

13. Empathetic Listening • - listening to support others emotionally, not to judge.

14. Appreciative Listening • - listening for enjoyment. Movie, concert…

15. Barriers to Effective Listening • External distractions – noise, window… • Internal distractions – day dreaming, hunger… • Rehearsing - Your desire to talk • Filtering – pseudo listening • Judging -Personal bias • Jargon (there are many others) • http://www.youtube.com/watch?v=LmOKwjgYcG4 • (jargon)

16. Learning Check • 1. What should good receivers ask themselves when entering a listening situation? • 2. Listening is a three step process. Explain each step. • a. • b. • c. • 3. List the goals for each type of listening: • Appreciative: • Comprehensive: • Critical: • Therapeutic: • 4. List examples of Listening Barriers: • Mental Barriers: • Physical Barriers: • Other: • 5. What is the difference between listening & hearing?

17. Awareness Test https://www.youtube.com/watch?v=Ahg6qcgoay4 Compare to Listening vs. Hearing

18. Create, Show, Apply: Effective Listening Project - See my website for assignment - • Show me: • You understand the 4 basic types of listening situations and the listening goals of those scenarios. • You understand what active listening looks like. • You understand what ineffective (pseudo listening or simply hearing) looks like.