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Transcript of Listening Skills
What to do to better understand what the hell people are saying
This is good - for the basics.
BUT, that's not all there is to it...
Don't interrupt when someone is talking
Tips for better listening
Avoid getting distracted
Make eye contact with the person
Listening skills are an essential part of our everyday lives. In order to better understand and communicate with one another it is important to have good listening skills.
Prepare to listen, focus on speaker
Listen to the tone of their words
Respect others' opinions and ideas
Be patient, and wait for them to finish speaking
Avoid personal prejudice
The Three Basic Listening Modes:
1. Competitive or Combative Listening:
happens when we are more interested in promoting our own point of view than in understanding or exploring someone else’s view
2. Passive or Attentive Listening:
we are genuinely interested in hearing and understanding the other person’s point of view.
3. Active or Reflective Listening:
we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, AND
we are active in checking out our understanding before we respond with our own new message
examples: listening to boss / at work; listening in lecture / at school
examples: listening to family / friends / significant other
sympathy and empathy may outrank the need for facts; esp. in a highly emotional situation
for the most part, emotions and personal opinions should be kept out
Listening in a Professional Environment
Listening to your Boss
Your boss ALWAYS deserves your full attention
Being a good listener is an admirable trait in an employee
Listening well means that you will avoid important miscommunications.
Listening to your Teachers
In a lecture hall:
Practice Active listening
Listening to your Co-workers
Important for: building good relations at your workplace.
Poor listening skills are said to be the leading root cause of medical-error!
ecommend or request more information, and
Set tone of conversation by starting with "Hi" or "Hello" or by addressing the other person's name.
Respectful way to begin a somewhat stressful conversation.
Do not interrupt
Occasional acknowledgments: "Okay", "Hmmm"
Allow for brief pauses
Make eye contact, nod and use other receptive body language to promote rapport
Validate information the speaker has conveyed.
Separate your perspective and response from those of speaker.
Ability to do this effectively is influenced by: time, stress, tradition, skill, training, mood - and even weather!
equest more information
Even if you disagree, maintain a collaborative approach and avoid put-downs.
Collaborative response: “A chest tube is a reasonable suggestion, and the objective information you’ve provided is great. This patient has some heart failure, too, and that could be part of the problem. Let’s do a chest X-ray and ABGs stat. Take a minute and get those tests ordered. Then let’s review her med list.”
Combative response: “You’re wasting my time. Just get the chest X-ray and ABGs.”
Helps person feel like a respected team player.
"Thanks for your attention to this patient's needs" or "I appreciate your call" or "Call me if you have any problems.
Missing a scheduled meeting
Missing a deadline
For doctors, the consequences are much worse
Forgetting its casual Friday (no one wants to be
Friendships bring with them an edge of comfort and silliness.
Greetings and small talk is very personalized to the individual and not rehearsed like in a professional environment.
xamples of Greetings:
Gang friends - "Yo Dawg!"
Gamer Friends - "Sup noobs."
Intellectual Friends - "Jolly good to see you again."
Best Friend - "Sup loser."
The sense of security decides how people interpret what they are listening to.
Security, love, and respect are the basics of family conversations.
In a casual environment; sarcasm, joking, and small talk are not taken as discomforting or "unnecessary".
Those older than you are recognized with formalities depending on their standing.
Yes, mam? ; Yes, sir?
Or an example in spanish
"Mande?" - command me
Those younger are expected to listen to the elders in most family establishments.