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Effective Listening Skills

Effective Listening Skills. Course Objectives. Describe the importance of listening Identify barriers to listening well Implement the steps of active listening Uncover hidden messages Listen in emotional situations Increase information flow to enhance productivity and teamwork. Why Listen?.

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Effective Listening Skills

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  1. Effective Listening Skills

  2. Course Objectives • Describe the importance of listening • Identify barriers to listening well • Implement the steps of active listening • Uncover hidden messages • Listen in emotional situations • Increase information flow to enhance productivity and teamwork

  3. Why Listen? • To learn • To understand • To connect

  4. Chapter One: The Importance of Listening Benefits of Listening • Build relationships • Increase productivity • Solve problems • Avoid unnecessary conflict

  5. Ineffective Listener • Tunes out slow speakers • Is easily distracted • Interrupts • Seeks arguments • Focuses on delivery errors

  6. Effective Listener • Fights distractions • Allows speaker to complete his/her thoughts • Suspends judgment • Focuses on content, not delivery

  7. Barriers to Listening • Bad habits • Style differences

  8. Overview of the Five Steps • Ready • Receive • Review • Respond • Remember

  9. Ready Be available! • Prepare physically • Prepare mentally

  10. Receive • Hear the message • Show you’re listening • Don’t interrupt • Look at words and body language

  11. Review • Evaluate the message • Use critical thinking skills • Identify your personal filters • Age • Gender • Culture • Life experience

  12. Respond • Show that you understand the message • Determine appropriate response • In all cases: • Be respectful • Be honest • Never attack or demean

  13. Remember • Focus and concentrate • Paint a picture in your mind • Repeat the information • Jot it down • Attach a feeling • Use all your senses • Create associations

  14. Questioning Techniques • Know your purpose • Clarify • Probe • Confirm • Acknowledge • Build • Replace “why”

  15. Uncover Hidden Messages • Compare body language, tone of voice and words. “I’m fine. Nothing’s wrong.”

  16. Encourage the Other Person to Talk • Nonverbal signals • Head nod • Eye contact • Hand gestures • Silence • Verbal prompts • “I see.” • “And…” • “Uh-huh.” • “Go on…”

  17. Recognize Your Hot Buttons • When have you acted impulsively? • What sets you off? • Is there a pattern?

  18. Behaviors That Escalate Emotions • Interrupting • Arguing • Saying “calm down” • Giving advice • Faking understanding • Belittling • Jumping to conclusions • Touching

  19. How to De-Escalate Emotions • Respect perceptions as real • Set clear boundaries • Use nonthreatening words • Keep responses short

  20. Make It Easy for Others to Listen • Let them know • Use “I” language • Be specific about time • State opinions clearly • Watch your timing • Avoid absolutes • Avoid sounding judgmental

  21. Listening in a Group • Identify the purpose • Keep your eyes on the speaker • Use body language to show you’re interested • No side conversations

  22. Increase Information Flow Create a positive climate • Openness • Support • Respect Improve daily processes • Organization and systems • Individual responsibilities and accountability

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