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Listening Effectively Natalie Bryant, Director Practice Development
How many of your waking hours are spent communicating with others? 70% - 80%
Listening is the most frequently used communication skill – 45% • 60% of worker errors due to poor listening • Can only listen EFFECTIVELY to one stimuli at a time Listening
Terminology • Why We Listen • Obstacles to Listening • How to Improve Listening • Payoffs of Good Listening Overview
Terminology • Hearing - the physical reception of sound waves to the eardrum. • Listening - the interpretation of what the ears perceive • Hearing/Interpretation • Evaluation/Response
Which is………. Active Intermittent Learned Continuous Natural Passive
Pleasure Information Understanding Evaluation Why Listen?
Discussion Signs of Poor Listening
Environmental Noise • Semantic Noise • Physiological Noise • Psychological Noise Activity What keeps us from Listening? How can we improve?
Take care of YOURSELF! Sleep/Eat/Exercise properly • Establish buddy system – take breaks! • Leave, change, or block out environmental noise • Focus on verbal, vocal & nonverbal codes of the speaker • Keep eye contact • Take notes to stay engaged Improving Listening
Leave problems at home • Remain open minded – curious not defensive – avoid mentally arguing • Allow the speaker to finish before commenting/asking questions • Listen to all of the message before making a judgment call • Avoid egocentrism – be a life long learner. You can never know EVERYTHING! Improving Listening
Catch emotional and factual content • Avoid too much, too fast, during short period of time – PRIORITIZE • Avoid being apathetic – find a reason to care • Work SMARTER, not HARDER! • Stop Talking • Repeat what the speaker says to you – “What I’m hearing is …..?” Improving Listening
Vital to Clinics • Listening effectively to patients, employees, coworkers, and supervisors • Improves quality of work/Increases productivity/Decreases mistakes • Saves Time/Increases Revenue/Builds better relationships Importance of Listening
The most basic of all human needs is the need to understand and be understood. • The best way to understand people is to listen to them. • Effective listeners remember that words have no meaning - people have meaning. Important to Relationships
1 2 2 1 Things that make you go HUMMMMMMMMMM 1