EFFECTIVE LISTENING SKILLS - PowerPoint PPT Presentation

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EFFECTIVE LISTENING SKILLS

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  1. EFFECTIVE LISTENING SKILLS Presented by AMETH MORENO RIVERA

  2. INTRODUCTION • Emphasis on the importance of listening in the workplace • Cannot manage effectively without good listening skills • Cannot build teams or consensus

  3. WHAT IS EFFECTIVE LISTENING? “Effective communication exists between two people when the receiver interprets and understands the sender’s message in the way the speaker intended it.” Active Listening presumes: You are important to me and I understand and accept all as true: What you think What you need How you feel What you want

  4. Benefits of Active Listening • Respect • Trust • Productivity • Accuracy • Enhances our Relationships • Conflict Resolution • Cultivates Positive Work Environment…

  5. Benefits of Active Listening • Wins Friends • Learning • Confidence • Innovative Solutions • Reduces Negative Assumptions

  6. Barriers to Effective Listening Internal Barriers: • Hearing what you want to hear • Biased listening • “Hot Buttons” or the Effects of Emotions on Listening • Physical Barriers • Semantic Barriers • Lack of Training

  7. Barriers to Effective Listening • External Barriers • Talker not speaking loudly enough • Talker’s mannerisms, appearance • Loud noises • Room temperature (too hot / too cold) • Interruptions, phone calls • Fidgeting / Clock watching • Time pressure, deadline

  8. Importance of Listening to Non-Verbals • Much is communicated that isn’t verbalized – even when an individual is not talking, he/she is still communicating in some manner. • The skilled listener hears more than the speaker’s voice: • pitch, rate, subtle variations • face color & how it changes; movement of lips, mouth, cheeks, eyebrows • Become aware of expressions that convey tension, doubt, trust, inattention, and so forth.

  9. Methods to Improve Effective Listening Skills • Listen with understanding; non-judgmentally & non-critically • Refrain from solving the talker’s problems or doing the person’s thinking for him or her. Don’t give advice. • Time your responses and questions • Maintain eye contact • Face the person with an open, relaxed posture • Acknowledge the speaker by nodding, leaning forward, making facial expressions that match the talker’s feelings

  10. Small Group Exercise Individual Assessments

  11. Questions????