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Listening Skills

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by

Mark Abate, RCC, MBA

on 2 March 2015

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Transcript of Listening Skills

Finally
Identify your biggest obstacle to listening.
List 3 things you can do to overcome it.
Why are we listening?
Listening Skills
The "Fax" About Listening
Skill Level
What is interfering with our listening?
Active/Reflective Listening
Speaker
How Can We Listen More Effectively?
Only
25%
Retained
to obtain information
to learn
for enjoyment
to understand
to evaluate
to build relationships
to help others
People do not only want to feel
"heard",
they also want to feel
"felt"
I didn't say your outfit looked silly.
Environment
YOU
Self & Social Identity
Self-judgments
Projections
Viewpoints/Positions/Perspectives
Emotional triggers
Routines
Distractions
What gets in our way?
What is Effective Listening?
Effective listening is
actively absorbing the information given to you by a speaker,
showing that you are listening and interested, and
providing feedback to the speaker so that he or she knows the message was received.

Effective listeners show speakers that they have been heard and understood.
Hearing vs. Listening
Focus
Feeling
Fellowship
Aware
Non-verbals
Listen for facts, thoughts, feelings, needs, wants, expectations
"Red flag" words
Open
Clear
Avoid judgment
Do not interrupt
Avoid needing to have "answer"
Wait-3-seconds Rule
Ask
open-ended
questions to clarify
Reflect to ensure meaning of message
Give feedback
Why does listening make a difference in your role?
Adverse Advisers
Thought & Feeling
She was crazy to quit her job!
I hate my car!
Appreciative - enjoyment
Empathic - understand the emotions
Discerning - gather complete/accurate info
Comprehensive - organize and understand meaning of message
Evaluative - critique info to make decision
Full transcript