Listening Actively: The Receiver’s Challenge  "Wisdom is the reward you get for a lifetime of listening when you'd ha...
Works Cited <ul><li>Brownell, Judi.  1987.  Listening: The toughest management skill.  The Cornell H.R.A. Quarterly ,  Feb...
Verbal & Non-Verbal Communication <ul><li>Concepts : </li></ul><ul><ul><li>Rapport </li></ul></ul><ul><ul><li>Non-Verbal M...
Rapport <ul><li>Being in sync with other people, </li></ul><ul><li>verbally and non-verbally, </li></ul><ul><li>so they ar...
Non-Verbal Messages <ul><li>“ What you do speaks so loud </li></ul><ul><li>I can’t hear what you say.” </li></ul><ul><li>R...
Non-Verbal Messages <ul><li>Bert Decker’s book is titled  “You’ve got to be believed to be heard”  for a reason! </li></ul...
Non-Verbal Messages <ul><li>Eye Factor – What Others See </li></ul><ul><ul><li>Eye Communication </li></ul></ul><ul><ul><l...
Non-Verbal Messages <ul><li>Energy Factor – What Others Perceive  </li></ul><ul><ul><li>Voice and Vocal Clarity </li></ul>...
Asking Good Questions <ul><li>Show sincere interest </li></ul><ul><li>Deliver questions with “life” </li></ul><ul><li>Type...
Sincere  Paraphrasing <ul><li>This is NOT  “What I hear you saying is…” </li></ul><ul><li>State in your own words your und...
Active Listening <ul><li>Be engaged </li></ul><ul><li>Truly hear and process the message </li></ul><ul><li>Avoid distracti...
Listening in General <ul><li>The most challenging of all communication skills </li></ul><ul><ul><li>Requires focus </li></...
Maslow’s Four Stages of Learning <ul><li>Unconscious Incompetence </li></ul><ul><ul><li>We don’t know what we don’t know <...
The Typical Executive <ul><li>Spends 80% of his or her time communicating </li></ul><ul><li>Of that time: </li></ul><ul><u...
Listening Capacity <ul><li>We use only about ¼ of our listening capacity </li></ul><ul><li>Listening capacity is difficult...
Brownell’s Model <ul><li>HURIED </li></ul><ul><ul><li>H earing </li></ul></ul><ul><ul><li>U nderstanding </li></ul></ul><u...
H earing <ul><li>Essential Actions: </li></ul><ul><ul><li>Concentrate on what the speaker is saying </li></ul></ul><ul><ul...
Something to ponder… <ul><li>Speaking: 130-160 words per minute </li></ul><ul><li>We can process aural information at a ra...
In Closing… <ul><li>“ The most important thing </li></ul><ul><li>in communication </li></ul><ul><li>is to hear what isn't ...
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CommunicationListeni..

  1. 1. Listening Actively: The Receiver’s Challenge &quot;Wisdom is the reward you get for a lifetime of listening when you'd have preferred to talk.&quot; - Doug Larson
  2. 2. Works Cited <ul><li>Brownell, Judi. 1987. Listening: The toughest management skill. The Cornell H.R.A. Quarterly , February 1987: 65-71. </li></ul><ul><li>Decker, Bert. 1992. You’ve got to be believed to be heard: Reach the first brain to communicate in business and life. New York, NY: St. Martin’s Press. </li></ul><ul><li>Decker, Bert. 1996. The art of communicating: Achieving interpersonal impact in business. Revised edition. Menlo Park, CA: Crisp Learning. </li></ul><ul><li>www.Quotegarden.com : Listening. Accessed 10/31/03. </li></ul>
  3. 3. Verbal & Non-Verbal Communication <ul><li>Concepts : </li></ul><ul><ul><li>Rapport </li></ul></ul><ul><ul><li>Non-Verbal Messages </li></ul></ul><ul><ul><li>Asking Good Questions </li></ul></ul><ul><ul><li>Sincere Paraphrasing </li></ul></ul><ul><ul><li>Active Listening </li></ul></ul>
  4. 4. Rapport <ul><li>Being in sync with other people, </li></ul><ul><li>verbally and non-verbally, </li></ul><ul><li>so they are comfortable </li></ul><ul><li>and have trust and confidence in you </li></ul>
  5. 5. Non-Verbal Messages <ul><li>“ What you do speaks so loud </li></ul><ul><li>I can’t hear what you say.” </li></ul><ul><li>Ralph Waldo Emerson </li></ul>
  6. 6. Non-Verbal Messages <ul><li>Bert Decker’s book is titled “You’ve got to be believed to be heard” for a reason! </li></ul><ul><li>He discusses two factors </li></ul><ul><ul><li>The Eye Factor </li></ul></ul><ul><ul><li>The Energy Factor </li></ul></ul><ul><li>What people see </li></ul>
  7. 7. Non-Verbal Messages <ul><li>Eye Factor – What Others See </li></ul><ul><ul><li>Eye Communication </li></ul></ul><ul><ul><li>Posture and Movement </li></ul></ul><ul><ul><li>Dress and Appearance </li></ul></ul><ul><ul><li>Gestures and Smile </li></ul></ul>
  8. 8. Non-Verbal Messages <ul><li>Energy Factor – What Others Perceive </li></ul><ul><ul><li>Voice and Vocal Clarity </li></ul></ul><ul><ul><li>Words and Non-Words </li></ul></ul><ul><ul><li>Listener Involvement </li></ul></ul><ul><ul><li>Humor </li></ul></ul>
  9. 9. Asking Good Questions <ul><li>Show sincere interest </li></ul><ul><li>Deliver questions with “life” </li></ul><ul><li>Types of questions: </li></ul><ul><ul><li>Positive questions (The way you ask) </li></ul></ul><ul><ul><li>Behavioral questions (How would you…) </li></ul></ul><ul><ul><li>Situational questions (In this situation…) </li></ul></ul><ul><ul><li>Probing questions (Elaborate/clarify) </li></ul></ul>
  10. 10. Sincere Paraphrasing <ul><li>This is NOT “What I hear you saying is…” </li></ul><ul><li>State in your own words your understanding of what another person says or feels </li></ul><ul><ul><li>You feel that… </li></ul></ul><ul><ul><li>You mean that… </li></ul></ul><ul><ul><li>You think that… </li></ul></ul><ul><ul><li>As I understand it… </li></ul></ul><ul><li>Your Goal: “I hear, I understand, I care” </li></ul>
  11. 11. Active Listening <ul><li>Be engaged </li></ul><ul><li>Truly hear and process the message </li></ul><ul><li>Avoid distractions </li></ul>
  12. 12. Listening in General <ul><li>The most challenging of all communication skills </li></ul><ul><ul><li>Requires focus </li></ul></ul><ul><ul><li>Requires practice </li></ul></ul><ul><li>Different degrees </li></ul><ul><ul><li>Passive at one end of the scale </li></ul></ul><ul><ul><li>Deeply involved – “Active Listening” – at the other </li></ul></ul><ul><li>Different Ways </li></ul><ul><ul><li>Fact (Discussion or Debate) </li></ul></ul><ul><ul><li>Feeling (Debate or Dialogue) </li></ul></ul>
  13. 13. Maslow’s Four Stages of Learning <ul><li>Unconscious Incompetence </li></ul><ul><ul><li>We don’t know what we don’t know </li></ul></ul><ul><li>Conscious Incompetence </li></ul><ul><ul><li>We know what we don’t know </li></ul></ul><ul><li>Conscious Competence </li></ul><ul><ul><li>We work at what we don’t know </li></ul></ul><ul><li>Unconscious Competence </li></ul><ul><ul><li>We don’t have to think about knowing it </li></ul></ul>
  14. 14. The Typical Executive <ul><li>Spends 80% of his or her time communicating </li></ul><ul><li>Of that time: </li></ul><ul><ul><li>Listening 45% </li></ul></ul><ul><ul><li>Speaking 30% </li></ul></ul><ul><ul><li>Reading 16% </li></ul></ul><ul><ul><li>Writing 9% </li></ul></ul>
  15. 15. Listening Capacity <ul><li>We use only about ¼ of our listening capacity </li></ul><ul><li>Listening capacity is difficult to measure </li></ul><ul><li>Even without using quantifiable measures, what if each of us doubled our individual listening capacity? </li></ul>
  16. 16. Brownell’s Model <ul><li>HURIED </li></ul><ul><ul><li>H earing </li></ul></ul><ul><ul><li>U nderstanding </li></ul></ul><ul><ul><li>R emembering </li></ul></ul><ul><ul><li>I nterpreting </li></ul></ul><ul><ul><li>E valuating </li></ul></ul>
  17. 17. H earing <ul><li>Essential Actions: </li></ul><ul><ul><li>Concentrate on what the speaker is saying </li></ul></ul><ul><ul><li>Allow the entire message to be delivered without interruption </li></ul></ul><ul><li>Be comfortable with silence </li></ul><ul><li>Avoid Distractions </li></ul><ul><li>“ It’s about them, not you!” </li></ul>
  18. 18. Something to ponder… <ul><li>Speaking: 130-160 words per minute </li></ul><ul><li>We can process aural information at a rate of up to 700 words per minute </li></ul><ul><li>On average, we listen three times faster than most people talk </li></ul><ul><li>What can we do with that unused mental time? </li></ul><ul><ul><li>Listening: The Toughest Management Skill, pg. 66-67 </li></ul></ul>
  19. 19. In Closing… <ul><li>“ The most important thing </li></ul><ul><li>in communication </li></ul><ul><li>is to hear what isn't being said.” </li></ul><ul><li>Peter F. Drucker </li></ul>
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