What did you Say? (The Importance of Listening in the Workplace)

1. What did you Say?(The Importance of Listening in the Workplace) MAWD Conference June 2013  Dynamic Works Institute

2. Listening Defined • Effective listeners are people who have made a decision to get the meaning on life on purpose. • An active listener is one who goes into a meeting (or appointment) wanting to listen. • When we get into a situation where we know something is important we become an active listener. • Active listening is a process that when practiced becomes a habit.  Dynamic Works Institute

3. 4 Methods of Communication Inform Request Entertain Influence  Dynamic Works Institute

4. Listening Self Assessment How well do you think you listen? Let’s check… Listening Self-Assessment Kaiser Group/Dynamic Works Institute 2012

5. What Listening Doesn’tlook like • Thinking about what to say next • Personal biases • Interrupting • Fake attention • Talk about self • Easily distracted  Dynamic Works Institute

6. 5 Elements of Active Listening • Pay attention • Show that you are listening • Provide feedback • Defer judgment • Respond appropriately  Dynamic Works Institute

7. Barriers to Active Listening External distractions Organization of work area Mental errands Thinking about your response Identifying too closely with the topic/situation Customer’s tone, accent, or choice of words Multi-tasking Others? Kaiser Group/Dynamic Works Institute 2012

8. Active Listening • We remember 25 – 50% of what we hear • Good communication skills require a high level of self-awareness. What is your communication style? • Let’s find out….  Dynamic Works Institute

9. Listening Patterns  Dynamic Works Institute

10. Listening Patterns  Dynamic Works Institute

11. Listening Patterns  Dynamic Works Institute

12. 10 Basic Steps of Listening • Tune In • Determine Role • Measure Value of Communication • Suspend Judgment • Receive Communication • Interpret • Check Meaning • Clarify and Confirm • Ask Questions • Acknowledge Listening Process  Dynamic Works Institute

13. The importance of Practice • TQLR • Tune In • Question • Listen • Review  Dynamic Works Institute

14. Mastering the Steps • Incrementalism (over a 90 day period) • Practice one every day • Critique yourself – “Did I learn more by listening today?” • Ask the question: “Who am I listening as?” • Suspend judgment (will take practice)  Dynamic Works Institute

15. Techniques to Improve Listening Skills Listen with your face Be aware of body language Focus on content Avoid distractions Treat listening as a challenge Stay mentally active Kaiser Group/Dynamic Works Institute 2012

16. Techniques to Improve Listening Skills Restating or Paraphrasing Reflecting Feelings Summarizing Kaiser Group/Dynamic Works Institute 2012

17. Ten More Keys to Good Listening • Use Listening Responses • Take Notes • Prepare in Advance • Ask Questions • Reflect Phrases • Limit Your Own Talking • Don’t Jump to Conclusions • Don’t Argue • Concentrate • Don’t Interrupt  Dynamic Works Institute

18. Active Listening Checklist Kaiser Group/Dynamic Works Institute 2012

19. Questions? Ann Merrifield 573-864-1839 amerrifield@dwfs.us  Dynamic Works Institute