1. The Power of Listening Overview, Objectives and Goals By: Dr. Tony Alessandra

2. Pause the program now, if you have not yet printed your Workbook • Simply hit your back browser button and click the “Download Material” button on the lesson detail page of this program.

3. Objective: To improve performance & relationships -- both personally & professionally.

4. Negative Consequences of Poor Listening • Lost sales and lost customers • Misunderstandings • More mistakes • Jobs that need to be redone

5. Negative Consequences of Poor Listening • Lower employee productivity • Increased costs & lost profits

6. Lower Employee Morale Employees don’t think their bosses listen to their needs, suggestions or complaints.

7. Some Family Statistics Ineffective listening is acknowledged to be a primary contributor to divorce.

8. What People Think: People view poor listeners as boorish, self-centered, disinterested, preoccupied, and socially unacceptable.

9. Listening Is… Listening Is Hard Work!!

10. Active Listening Can Result In: • Increased Blood Pressure • Increased Pulse Rate • Perspiration

11. Competition for Our Attention • Advertisement • Radio • T.V./Movies • Reading Material

12. Tune It Out: Active listening requires us to tune out the various stimuli competing for our attention.

13. Interrupt vs. Listen Oftentimes, we rush into action; we Interrupt instead of Listening.

14. Speed Speech Speed Versus Thought Speed

15. Poor Listeners A poor listener is daydreaming, planning ahead, or mentally arguing with the speaker.

16. Listening Education Most people have no formal listening education. (0-1/2 years in the first 12 years of school.)

17. Bottom Line Benefits: • Reduces relationship tension • Increased trust and credibility • Fewer mistakes/misunderstandings • More profits and sales • Less employee turnover • Psychological reciprocity

18. The Secret To Good Listening: C A R E S S

19. The Secret Spelled Out: Concentrate:focus attention on the speaker Acknowledge:demonstrate interest Research:skillful use of questioning Exercise Emotional Control: highly charged message in a thoughtful manner. Sense:body language Structure:listening/observing

20. Take A Moment To Determine Your Personal Listening Profile: Before moving to the next lesson in this program, take a moment to review Chapter One of the POL Workbook, & complete the exercises on pages 8-10.