LISTENING CAPACITY

1. LISTENING CAPACITY Association ARID

2. Summary • Whatisactivelistening • Listeningand hearing • Forms of active listening • Technicks of activelistening • How to listenactively • Most commonmistakes

3. Description of the Objectives and Content • Objective 1.- To define the activelistening and its characteristics. • Objective 2- To explain the importance of efficientlisteningand to encourage to the implementationlistening to ameliorate chances of successful communication. • Contents: Description of technics, ways, mistakesand results of activelistening.

4. Teaching Method Description • The participant of this training activity must read the slides carefully and follow the proposed exercises in order to get an overview of the importance of the proposed content and its involvement with the success of the entrepreneur person. • At the end of this pill, a series of self-assessment exercises could be found, intended to be a manner of verification of the proposed contents.

5. "Nature gave us two eyes, two ears, but only one language so that we can look and listen more than say. "Sokrates

6. Active listening is an extremely important role in the process of effective interpersonal communication. It enables not only getting information, but also getting to know the viewer's point of view. Active listening also gives you the chance to create a relationship based on mutual respect, trust and empathy, thus affecting the effectiveness and quality of our work.

7. The ability to actively listen to a lot depends on appropriate verbal and non-verbal communication. Verbalcommunicationisa type of oral communication wherein the message is transmitted through the spoken words. Here the sender gives words to his feelings, thoughts, ideas and opinions and expresses them in the form of speeches, discussions, presentations, and through face-to-face conversations.

8. Non-verbalcommunicationis the nonlinguistic transmission of information through visual, auditory, tactile, and kinesthetic (physical) channels. It includes facial expressions, the tone and pitch of the voice, gestures displayed through body language and the physical distance between the communicators (proxemics). Often we underestimate the power of non-verbal communication! Wrongly because: body language is up to 55% of the message, only later we have a tone of voice (38%), and finally words arrive (7%).

9. Our body can not lie! • That is why they are important: • facial expressions - the most important way of communicating about your emotions, • eye contact - should be maintained in 60 - 70% of conversation, • gesticulation, i.e. movements of hands, legs, head - whole body, • body position - first of all it expresses the state of tension or loosening, freedom. It can be opened or closed, • we sense the limits of physical distance between the interlocutor intuitively. The most known division of space was proposed by Edward Hall. Designating four zones: intimate, personal social and public.

10. "Said does not mean heard Hearing does not mean understood Understood, it does not mean accepted "Konrad Lorenz

11. Listeningvs hearing Listening and hearing are two different concepts. Listening is an active activity whose aim is to get the content from previously received sounds. However, hearing is only a physiological process, involving the reception of sounds from the environment. Listening is connected with making some effort and commitment to understand and accept what is said to us. Most people hear without complaint, but do not get involved in the listening process. Just do not listen.

12. Forms of listening:1. Cosmetic hearing - pretended listening, theoretically we listen to our interlocutor, but in reality we are mentally we aresomewhere else.2. Conversational listening - we engage in conversation, we listen, talk and think. At this level, we focus on the speaker and her/hiswords, but also on what we say ourselves. This is a normal everyday level of listening to other people.3. Listening active - we focus on what the other person is saying, we pay particular attention to it. We spend more effort in listening than speaking. We are talking about 60% of the time, 40% speak. We try to stay focused on the words of the person we talk to and actively understand what he is saying and what he is trying to communicate to us.4. Listeningto the depth, we focus much less on ourselves than on the interviewer. The listener's message is completely focused on the caller. The listener hardly has the feeling or awareness of his own person.

13. If it seems to be listening, it is not really. In fact, I'm thinking elsewhere I am engagingin theconversation: I listen, I say, I think ... I listen, I say, I think ... I focus on what you say, I pay attention to it, I record the facts I focus more on the interlocutor than on myself

14. Active listening is extremely important during team meetings and business talks, especially if you're a manager. During longer meetings, when speaking with a few people, it is extremely important to remain focused and listen to all those concerned. Following the thinking of the people we talk with, openness to their views and emotions allows us to effectively gather knowledge, achieve better results at work, and build valuable relationships. And despite appearances, it is not easy at all.

15. Body language Interesting Questions Paraphrase Active listening Understanding Reflection Questions Adjustments Agreement

16. 1. The listener's interest should be constant during the conversation, it can be manifested in body language, gesture, voice, questions. The signals of interest can be: • Keeping eye contact • Slight inclination towards the interlocutor • Nodding, approving, • Confirming the understanding of the course of the conversation • Not interrupting 2. Understanding the listener's words can be indicated, among others, by asking accurate, open questions, paraphrases, reflection. Both are intended to ensure that the words of the interlocutor are well understood.

17. 3. The understanding consists in tuning the listener to his interlocutor. The manifestation of the adjustment may be: • Using a vocabulary similar to that used by the listener • Controlling the pace and volume of speaking so as to imitate the speaker's tone to some extent • Taking a body pose and performing gestures similar to those performed by a 2 person, mirror image • Search for shared experiences and beliefs and talk about them • Treating partner after partner

18. Active listening techniques are tools that help you understand and accept the position of the other side. They support the process of agreement between interlocutors. To understand, you have to listen. The purpose of using these techniquesis to build an atmosphere of trust, security and openness. An atmosphere that favors honest conversation. • Theseare: • Paraphrase • Asking questions • Reflecting feelings • Clarification • Valuation, or emphasizing the strengths of the interlocutor • Applyingincentives • Summary

19. Paraphrase, or a short repetition of a part of the interviewer's words in his own words. From what you say, it appears that ... If I understood you correctly intentions, it ... Did I understand correctly that ... When the paraphraseisusefull? when you want to focus on the heart of the matter when dealing with a somewhat chaotic or distracted person when many different issues are raised during one meeting when we have a difficult, awkward or conflict situation, the paraphrase gives "time" to cool down and gather our thoughts when you want to sell something, the paraphrase allows you to quickly identify the customer's needs

20. Asking questions is one of the keylisteningcapacity. Allows you to: get information about: requirements, needs, intentions, plans, emotions, as well understand what the interlocutor has in mind show the other side a different point of view lead a conversation in the direction we are interested in Open questions - develop a discussion, stimulate thinking, build a good atmosphere of conversation, eg"How? What? Where? Who? Which one? "," What happened at your meeting with the client? " Closed questions, confirm or deny issues, serve to conclude, summarize, and establish facts such as: "What car color do you prefer - red or blue?" Suggestive questions - "Do you also think that this idea is great?" Immersed questions - "I'm very curious, but really - why did not you decide to use the services of our company ?. Information would help me for the future and it would be very interesting for me to learn the reasons for your refusal. "

21. Reflecting feelings - we are telling someone about what feelings we experience. This effect is obtained through similar gestures, body postures, similar behavior, the rate of spoken words and tone of voice. As a result, our interlocutor feels good and safe in our presence. There is a level of understanding, good relations and trust. In such a favorable atmosphere, our arguments will be better accepted by the other party, and the conversation will be able to go in the direction we care about. "Every time you speak about it, I hear the joy in your voice." "From your behavior I am asking that the proposed solution will be satisfying for your company" "I perfectly understand your agitation and anxiety."

22. Clarification, that is, to make something clear and transparent, understandable. This request for an explanation, clarification, if we can not understand speech.For developing thoughts, for specific examples, to focus on the most important one. Whenisituseful? when something is incomprehensible during a conversation when the conversation has too many threads and you talk about everything, so aboutnothing when you lack examples on a given topic that will help you understand what the interlocutor is about "Tell me exactly what you mean in the topic ... "Give me an example on ... "Let's focus on ... "I know all this is important to you, but what are you going to do .......

23. Providingincentives-verbal and non-verbal behaviors (nodding, smiling, leaning towards the speaker, verbal signals, eg "aha", "uhmm", or phrases, e.g."I understand it, it is interesting" etc., which they let the interlocutors understand that we participate in an active way in conversation. The purpose of their application is also to encourage the partner to speak and engage. "Tell me more about ..." "I appreciate your openness" "I'm glad you told me that" "Would you like to add something else?" "I'd like to know how you felt then"

24. Valuation, or emphasizing the strengths of the interlocutor. By valuing our interlocutor, we make him feel good in our company. We create a good atmosphere of our conversation and we build the trust of the client who will be willing to tell us more about his needs and easier to trust our offer. We try to find out the strengths of the client at the client's site and to emphasize and emphasize them during the conversation. Let's show approval for his achievements and acceptance of the course of thought and conduct. Let the interlocutor feel important. Great idea! What you say is the truth itself. You moved the heart of the problem.

25. Summary, or a re-presentation of the most important issues, thoughts, feelings that appeared in the conversation. "I think the issues discussed can be summarized as follows" It allows to close a certain stage of the conversation and reduces the chances of getting lost among the issues raised during the meeting. Organizes the conversation and allows you to see the progress that occurred during the conversation. It allows you to draw conclusions and move on with the issues discussed. Summing up the various stages of the conversation, we can also emphasize and pay special attention to the issues we care about.

26. How activelylisten? 1. Be aware, present here and now, focus on the moment in which you are, not on the future (it has not come yet) or the past (it does not exist anymore) 2. Switch off for a moment and leave thoughts, listen, or feel - give yourself a chance to hear the other person. 3. Show an attitude of respect towards the interlocutor. Accept his right to have and express emotions. Do not judge. Do not worry. 4. Be honest and authentic - Any artificiality or game, beautification is usually quickly sensed and captured by the other side. Be yourself. 5. Focus on the second person - listening and hearing instead of thinking about what you want to say. 6. Show interest. Ask with open questions without narrowing the answer unnecessarily. 7. Ask additional questions before saying what you want to say.

27. 8. Use active listening, react, refer to the statements of the other person, paraphrase, make sure that you understand. 9. Use silence. Silent two or three seconds after the other side's speech. Give yourself a chance to hear and the other person to add. Keep silent a little longer. Give her a field to confess. Make sure you can hear it. 10. Focus on the topic, if it is important, think about whether it has been exhausted? There is no point in changing the subject too quickly. 11. Do not interrupt. Approach the other person patiently. Give yourself and the other side time to react 12. Keep eye contact. Look at the interlocutor, naturally and neutrally. Avoid persistent stares. It will help you look at the triangle that your eyes and nose create. Looking at the whole body is reserved for closer acquaintances! 13. Take a comfortable, open attitude. Do not cross your arms and legs. Try not to build unnecessary barriers between you and the interlocutor of items like desks, tables, things kept in your hands 14. Try to look from the perspective of the other side, put yourself in her/hissituation. Turn yourself off for a moment.

28. The most common mistakes made during the conversation. • Let them be a warning and a clue to what should be avoided: • assessing and commenting on the interlocutor's statements, • lack of concentration on the conversation and the other person, • interfering with someone's utterance, constantly presenting their remarks, • showing boredom and indifference to what the interlocutor says. • sudden change on a different topic • evaluating the interlocutor

29. And howyouaredealing with thoseissues???