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Listening
- 1. EFFECTIVE LISTENING DR.Angelo Smith M.D WHPL
- 3. What is Listening? • listening (ILA, 1996): the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention • Effective communication is 2-way – depends on speaking and listening
- 4. Listening vs. Hearing • Hearing- physical process; natural; passive • Listening- physical & mental process; active; learned process; a skill • Listening is hard! You must choose to participate in the process of listening.
- 6. Fast Facts •We listen at 125-250 wpm, think at 1000-3000 wpm • 75% of the time we are distracted, preoccupied or forgetful • 20% of the time, we remember what we hear • More than 35% of businesses think listening is a top skill for success • Less than 2% of people have had formal education with listening
- 8. Percentage of Communication Mode of Communication Formal Years of Training Percentage of Time Used Writing 12 years 9% Reading 6-8 years 16 % Speaking 1-2 years 30% Listening 0-few hours 45%
- 9. Indicators of PoorListening in an employee • Receiving an above normal amount of written communication. • Feeling left out of important projects. •Missing Important meetings. • Reacting to problems rather than preventing problems. •Being perceived as slow or inept. •Being manipulated easily by others.
- 10. Why Be AGood Listener? Needs of the Customer… • To be recognized and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need • To be involved in the decision making process. • To develop a Positive attitude towards the product / service • To feel is a part of
- 11. As an employee? • most significant for entry-level positions • most important for promotion to upper management • most observed in successful CEOs and upper managers • most critical in distinguishing effective from ineffective subordinates • most critical for managerial competency • most needed for improvement in communication • most important for career competence • most important for organizational success
- 12. Listening is themost powerful form of acknowledgment …a way of saying, “You are important.”
- 13. Listening builds strongerrelationships …creates a desire to cooperate among people because they feel accepted and acknowledged.
- 14. Listening promotes beingheard …”Seek first to understand, then be understood.” - Stephen Covey
- 15. Listening creates acceptanceand openness …conveys the message that “I am not judging you.”
- 16. Listening leads tolearning …openness encourages personal growth and learning
- 17. Listening reduces stressand tension …minimizes confusion and misunderstanding, eliminating related stress and tension
- 18. Listening is CRITICALin conflict resolution …much conflict comes from the need to be heard. Successful resolution depends on being a non-anxious presence.
- 21. Barriers to Listening • Equate With Hearing • Uninteresting Topics • Speaker’s Delivery • External Distractions • Mentally Preparing Response • Listening for Facts • Personal Concerns • Personal Bias • Language/Culture Differences • Faking Attention
- 22. Bad Listening Habits • Criticizing the subject or the speaker • Getting over-stimulated • Listening only for facts • Not taking notes OR outlining everything • Tolerating or creating distraction • Letting emotional words block message • Wasting time difference between speed of speech and speed of thought
- 24.
- 26. Nonverbal Communication •10% = • 55% = • 35% = • 10% is Content; 90% is Intent Module 3 3–18
- 28. Active Listening •… Allows you to make sure you hear the words and understand the meaning behind the words • Goal: go beyond listening to understanding
- 29. Step 1: Listen • To Feelings As Well As Words –Words – Emotions -- Implications • Focus on Speaker – Don’t plan, speak, or get distracted • What Is Speaker Talking About? – Topic? Speaker? Listener? Others? • Look At Speaker • Use Verbal & Non-Verbal Encouragers
- 30. Step 2: Question • 3 Purposes – Demonstrates you are listening – Gather information – Clarification • Open-ended – Tell me more? – How did you feel? – Then what happened?
- 31. Step 3: Reflect-Paraphrase • Reflect What Is Said (In your words) • Reflect Feelings • Reframe – Capture the essence of the communication –Remove negative framing –Move toward problem solving
- 32. Step 4: Agree • Get Speaker’s Consent to Your Reframing • Speaker Has Been Heard and Knows It! • Solution Is Near!
- 38. 7 Ways toImprove Your Listening • Here are 7 strategies and suggestions to help you improve your listening skills. –1.) Increase your listening span: • Try to resist the temptation to interrupt. • Make sure the speaker has had a complete chance to make his or her point before you speak. • If you don't get the whole message, ask the speaker to repeat what they said.
- 39. •2.) Take timeto listen: –Don't put obvious limitations on your listening time - the speaker will feel rushed. •3.) Listen between the lines: –Don't just listen to what is being said. – Try to understand the attitudes, needs and motives behind the words.
- 40. • 4.) Giveyour full attention: – Nodding or interjecting occasionally to clarify a point lets the speaker know you are interested. – If the speaker pauses briefly, don't rush to fill the silence. – Use open-ended questions to encourage elaboration.
- 41. •5.) Restate themessage: –When you are sure that the speaker has finished, restate the main points. – This is a good organizing strategy for you. – It also gives the speaker assurance that the message has been received.
- 42. • 6.) Listenfor ideas as well as facts: – A good listener makes an effort to understand what the facts add up to. • 7.) Don't monopolize: – Resist the urge to dominate a situation or to feel that you know everything about a situation. – Be open to new ideas and allow the speaker to have his or her say.
- 43. Listening Vocabulary Readthe vocabulary list. Look them up on the internet. Read the following definitions, and place the letter of the correct word on the line in front of the definition. A hearing F evaluating B listening G eye contact C hearing impairment H body language D passive listening I pitch E active listening J monotone 1. _____ A physical condition that limits a person’s ability to hear sounds. 2. _____ Listening in which the listener responds by concentrating on the speaker’s words. The listener may ask questions of the speaker. 3. _____ Movements and actions such as hand gestures and body posture. 4. _____ An unchanging voice, expressing no emotion or interest. 5. _____ The physical ability to perceive sound. 6. _____ The process of interpreting and judging the speaker’s message in order to decide how to respond. 7. _____ Listening with little or no response to the speaker. 8. _____ How high or low the speaker’s voice is. 9. _____ Looking directly at the speaker while he is talking. 10._____ The process of hearing a speaker’s words and understanding the speaker’s message.
- 44. Listening Vocabulary -KEY 1. __C___ A physical condition that limits a person’s ability to hear sounds. 2. __E___ Listening in which the listener responds by concentrating on the speaker’s words. The listener may ask questions of the speaker. 3. __H___ Movements and actions such as hand gestures and body posture. 4. __J___ An unchanging voice, expressing no emotion or interest. 5. __A___ The physical ability to perceive sound. 6. __F___ The process of interpreting and judging the speaker’s message in order to decide how to respond. 7. __D___ Listening with little or no response to the speaker. 8. __ I ___ How high or low the speaker’s voice is. 9. __G___ Looking directly at the speaker while he is talking. 10.__B___ The process of hearing a speaker’s words and understanding the speaker’s message.
- 45. Gender Barriers Howaccurate are you in determining gender differences? Directions: For each question, write “M” if you think the answer is men; write “W” if you think it is women; write “S” if you think it is the same for both men and women. ___1. In office discussions, who usually talks more often? ___2. Who is better at interpreting nonverbal cues while listening? ___3. When speaking to others, who tends to attach more tag questions (such as “Don’t you agree?” and “Right?”) to statements? ___4. Who is more likely to view a conversation in a competitive rather than cooperative manner? ___5. In office discussions, who usually works harder to keep the conversation going? ___6. During a conversation, who tends to interrupt more often? ___7. While listening, who is less likely to ask questions, especially if asking will reveal a lack of knowledge? ___8. Whom do colleagues consider the better listener? Copyright Cengage © 2011