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8/3/2019 Communication 2 Listening
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LISTENING SKILLS
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“I like to listen. I have learned a
great deal from listening carefully.Most people never listen.” ErnestHemingway
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Why listen??
• Shows you care
•
Builds trust• By simply listening prospects will tell youeverything
• Good listening will increase your success3
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Meaning
Listening Is With The Mind
Hearing With The Senses Listening Is Conscious.
An Active Process Of Extracting Information, Ideas, Attitudes And Emotions
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Fallacies about Listening Listening is not my problem!
Listening and hearing are the same
Good readers are good listeners
Smarter people are better listeners
Listening improves with age
Listening skills are difficult to learn
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Stages of the Listening Process
Hearing
Focusing on the message Analyzing and Evaluating
Responding
Remembering
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Approaches to Listening: Discriminative listening
Critical listening
Active listening
Comprehensive listening
Appreciative listening
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Active Secrets
Don’t plan in your head what you’ll say next Keep an open mind.
Completely understand what is conveyed before
responding. Respond using the facts and your feelings to add to
the conversation.
Pay attention- participate
Restate what you think you just heard to clarify Make notes if you are listening on the phone. Not
having the eye contact and maybe other distractionsmay affect how well you listen.
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How to Listen…
Avoid distraction
Suspend all unrelated thoughts
Start with a blank canvas facial expression
feedback
Listen with your body
Maintain eye contact
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How we show we are
not listening…
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.
Turn-away
. Shuffle papers on your desk
. Put papers in your brief-case
. Have a glazed look
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Pick up a file and start reading
.Turn and talk to someone else
. Not respond to a questionintentionally
. Continue to look at the monitor
Staring into the distance.
Sitting on the edge of the chair. Moving towards the door
Packing the bag.
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Barriers to Active Listening
Environmental barriers
Physical barriers Psychological barriers
Selective Listening
Negative Listening Attitudes
Personal Reactions
Poor Motivation
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Barriers to Active Listening (Cont..)
Hearing what we expect to hear rather than what
is actually said
Not paying attention( preoccupation, prejudice, self-centeredness)
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Talking speed versus the speed of thought.
Results….
Daydream
Tune out
Mental ‘walk out’
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How to Be an Effective Listener
Understand the complexities of listening Prepare to listen
Adjust to the situation
Focus on ideas or key points
Organize material for learning
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How to Be an Effective Listener
(cont.)
Want to listen
Delay judgment Don’t tune out “dry” subjects
Accept responsibility for understanding
Encourage others to talk
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How to Be an Effective Listener
(cont.)
Establish eye contact with the speaker
Take notes effectively
Be a mentally involved listener
Avoid negative mannerisms
Exercise your listening muscles
Follow the Golden Rule- “you are there to listen”
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How to Be an Effective Listener
(cont.)
Listen to self!
Focus on the person’s train of thought.
Schedule a time when you can focus Silence isn’t bad!
Empathy-- doesn’t mean you agree with the person, just that you have identified and understand how they are feeling.
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How to Be an Effective Listener
(cont.)
Conveying
Identifying problems
Setting personal boundaries
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Anatomy of poor listening- contributors Just keep talking
When you’re not talking, think about what
you’re going to say next Interrupt Frequently
Look Away
Never ever, ask clarifying questions Avoid biasness
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