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Listening Skills

Listening Skills

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Listening Skills

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  1. Listening Skills Michigan Area Day September 29, 2013 Marci Delson

  2. Active Listening – Hear What People are Really Saying • Listening is one of the most important skills you can have • Major impact on your job effectiveness and quality of the relationships with others

  3. Why Do We Listen? • To obtain information • To understand • For enjoyment • To learn

  4. Research on Listening • We remember between 25 percent and 50 percent of what we hear • That means up to half of our conversations with others are missed! • On the other hand, we aren’t hearing the whole message ourselves! • Think of all the important information that is being lost

  5. Positives to becoming a better listener • Improved productivity at work/home/etc. • Improved ability to influence, persuade and negotiate • Avoid conflict and misunderstandings

  6. Active Listening • Must practice active listening • Make a conscious effort to hear not only the words the other person is saying, but more importantly, try to understand the complete message being sent • Pay attention to the other person very carefully • Decrease distractions, including formulating your argument before the other person is finished speaking

  7. Enhance Listening Skills • Let the other person know that you are listening to what they are saying • Acknowledgement by nodding of head, “uh-huh” • Doesn’t mean you are agreeing, but actively listening • Using body language as acknowledgement also reminds you to pay attention and not let your mind wander

  8. Response to the Speaker • Need to encourage the speaker to continue speaker so that you get all the information you need from the conversation • An occasional question or comment to recap what has been said communicates that you understand the message

  9. Key Elements of Active Listening • Pay attention • Give speaker your undivided attention • Acknowledge the message • Recognize that non-verbal communication “speaks” loudly

  10. Key Elements of Active Listening • Show that you are listening • Use your own body language and gestures to convey your attention

  11. Key Elements of Active Listening • Provide Feedback • Our personal filters, assumptions, judgments and beliefs can distort what we hear • Role is to understand what is being said • Reflect on what is being said and ask questions

  12. Key Elements of Active Listening • Defer Judgement • Interrupting is a waste of time • Frustrates the speaker • Limits the understanding of the message

  13. Key Elements of Active Listening • Respond Appropriately • Model for respect and understanding • Gaining information and perspective

  14. Summary • Takes a lot of concentration and determination to be an active listener • Be deliberate in your listening • Remind yourself that the goal is to truly hear what the other person is saying • Set aside all other thoughts and concentrate on the message • Ask questions, reflect and paraphrase to ensure you understand the message

  15. What Questions Do You Have?

  16. Reference Material • http://www.mindtools.com/CommSkll/ActiveListening.htm#sthash.iCSNU8fk.dpuf