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Active Listening

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Amy Plouff

on 28 April 2014

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Transcript of Active Listening

Training by:
Amy Plouff
Active Listening
Barriers to
Active Listening
In summary...
Listen to the story carefully.

Following the story, you will be asked to answer a series of questions.
Listening Exercise:
The Story of Goldilocks
1. Goldilocks was a small girl.

2. Goldilocks knocked on the door before
entering the house.

3. The bears had porridge for breakfast.

4. Papa Bear’s porridge was too hot.

5. There were three bears.

6. Goldilocks ate all of the porridge in one bowl.

7. There were three chairs in the lounge.

8. Goldilocks broke the baby bear’s chair.

9. Goldilocks went upstairs to the bedroom.

10. Mama Bear’s bed was too soft.

11. When Goldilocks saw the bears she was frightened.

12. Goldilocks ran off into the forest.
Goldilocks: True or False ?
1. False. The story did not talk about her age or size.
2. True
3. False. We don’t know if the porridge was for breakfast or another meal
4. False. We know the first bowl was hot. We don’t know if that was Papa bear’s porridge.
5. True.
6. False. We know she ate enough food. But we don’t now if it was a whole bowl.
7. False. The story said 'next room'. It did not say it was a lounge.
8. True
9. True. When the bears found Goldilocks in the bed, she ran downstairs.
10.False. We know it was the second bed. We don’t know if it was momma’s bed.
11.False. We don’t now if she was frightened. Maybe she was embarrassed.

Defensive positioning - allowing the feeling of being attacked to prevent you from listening

Being more concerned with what you need to say than what the other person is saying

Thinking we know what the other person is going to say before they say it

Perceptual errors

Personal experience

Not making the time to listen

Waiting to make additions, refute, add, or comment on what is being said

Allowing distractions to interfere with listening
What is active listening?
Listening exercise
Barriers to active listening
Active listening tips
What is listening?
- physical process; natural; passive
- physical & mental process; active; learned process; a skill

Listening is hard! You must
to participate in the process of listening.

Goldilocks Listening Exercise source
- http://www.eslwriting.org/5489/listening-exercise-goldilocks
Listening Fast Facts
Every 2 minutes, our mind drifts

We remember what we hear only 20% of the time

More than 35% of businesses think listening is a top skill for success

Less than 2% of people have had formal education with listening

"I know you believe you understand what you think I said, but I am not sure you realize what you hear is not what I meant."
- physical process; natural;

- physical & mental process; active;
learned process
; a skill

Listening is hard!
You must
to participate in the process of listening.

What is listening?

Maximize your understanding of the other person's perspective!
Active listening is a learned skill... practice!
Be Aware
Consider barriers to your own ability to actively listen:
distractions, defensiveness, personal perceptions...
Goal of active listening:


What can I do to be an active listener?

Maintain eye contact with the speaker
Avoid distractions
Stop all other activities
Pay attention to what the speaker is saying
Ask for clarification
Paraphrase or restate what the speaker has said
Full transcript