1. The Art of Listening Presented by: Robin McCrea, LCPC A resource you can trust

2. The Art of Listening • Advanced Organizer: what will be conveyed. • Why good listening skills are important. • Listening skills defined. • Barriers to Listening. • Tips on being a better listener.

3. The Art of Listening: Why it is important. • In 1991, the United States Department of Labor identified three foundational skills for those entering the workforce Secretary’s Commission on Achieving Necessary Skills (SCANS). • Listening skills were among the foundation skills SCANS identified.

4. Communication and Listening • Communication consists of: • 1. The Message. The content of communication. • 2. The Messenger. The person who is sending the information. • 3. The Receiver or Listener. The person who is receiving (or listening) to the message.

5. Hearing and Listening • Hearing is a physical ability one uses when listening to another person. • Listening is a skill allowing one to: • Make sense of and • understand what another person is saying. • In other words, listening skills allows one to understand what someone is “talking about.”

6. Why Good Listening Skills are Needed • The ability to listen carefully allows one to: • Understand assignments and expectations better. • More easily establish and maintain rapport: • Among co-workers • Between employees and supervisors • Between employees and clients • Work within a team more easily.

7. Why Good Listening Skills are Needed (continued) • The ability to listen carefully allows one to: • Understand better the underlying meanings of what others are saying. • Answer questions. • More readily resolve problems between: • You and customers. • You and co-workers. • Employees and supervisors.

8. Barriers to Listening • Beware of the following things that may get in the way of listening. • Bias or prejudice. • Language differences or accents. • Noise. • Worry, fear, or anger. • Lack of attention span.

9. More Barriers to Listening • Beware of the following things that may get in the way of listening. • Abruptly changing the topic. • Interrupting. • Attacking. • Blaming. • Use of idioms.

10. More Barriers to Listening • Beware of the following things that may get in the way of listening. • Stonewalling • Discounting • Withdrawing • Flippancy/Sarcasm • Other examples you can think of…?

11. Non-verbal Communication: Red Flags • Crossed arms. • Avoidance of eye-contact. • Sustained eye-contact/glaring. • Fidgeting.

12. Non-verbal Communication: Red Flags • Balled fists. • Red Face. • Change in breathing pattern. • Movement away from the speaker.

13. Poor Listeners • Reject the other’s words. • Attend to only part of the conversation. • Place different meanings than the other person meant. • Think they already know what will be said.

14. Good Listeners • Pay attention. • Listen not only to words but to meaning. • Provide feedback. • Ask questions to add clarity. • Don’t pass judgment.

15. Listening Skills • Active Listening • Encouraging the person who is communicating the information. • Restating what is said to communicate understanding • Reflecting the feeling of the person communicating. • Paraphrasing the message heard. • Summarizing to provide deeper understanding

16. Active Listening • Remember that listening skills are crucial: • Give your full attention. • Maintain direct, non-hostile eye contact. • Attend to non-verbal communication (including your own). • Hear the entire message before responding; avoid interrupting.

17. Active Listening • Remember that listening skills are crucial: • Avoid introducing unnecessary “Noise.” • Don’t interrupt the speaker. • Sit still. • Nod your head. • Lean toward the speaker • Repeat instructions and ask appropriate questions when the speaker has finished. • Any Questions?

18. This has been a presentation by Deer Oaks EAP ServicesTo contact Deer Oaks EAP Services, call 866-327-2400 A Resource You Can Trust