The Impact of Listening

1,076 views
993 views

Published on

To communicate effectively, you need to employ 5 different approaches to listening at the right time for the right situation

Published in: Business, Education
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,076
On SlideShare
0
From Embeds
0
Number of Embeds
7
Actions
Shares
0
Downloads
102
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

The Impact of Listening

  1. 1. The Impact of Listening Facilitated by Cathi Hight Phone: (720) 304-0474 Fax: (720) 304-8724 www.hightperformance.com
  2. 2. Workshop Goals Explore the common challenges of communication.OH-1 Presented by Hight Performance Group, Inc.
  3. 3. Workshop Goals Understand Identify preferred individual listening approaches, its strengths and shortcomings.OH-2 Presented by Hight Performance Group, Inc.
  4. 4. Workshop Goals Understand Determine Understand the five different listening approaches.OH-3 Presented by Hight Performance Group, Inc.
  5. 5. Workshop Goals Understand Determine Describe Recognize the benefits of using more than one listening approach.OH-4 Presented by Hight Performance Group, Inc.
  6. 6. Workshop Goals Understand Determine Describe Discover Practice using all five listening approaches in situational role-plays.OH-5 Presented by Hight Performance Group, Inc.
  7. 7. Workshop Agenda1. What is Active Listening?2. Going Deeper: Discover Your Personal Listening Approach3. Developing Active Listening Skills4. Transforming Difficult Listening SituationsOH-6 Presented by Hight Performance Group, Inc.
  8. 8. Part 1: What is Active Listening? Listening seems like a basic skill Why do we need a course on listening? Active Listening is the practice of mindfully listening when someone is speakingOH-7 Presented by Hight Performance Group, Inc.
  9. 9. Time Spent Communicating Listening 55% Reading 13% Writing 9% Speaking 23%OH-8 Presented by Hight Performance Group, Inc.
  10. 10. Communication Challenges Work with a partner Brainstorm ideas of what gets in the way of being an effective listenerOH-9 Presented by Hight Performance Group, Inc.
  11. 11. Costs of Poor Listening What does poor listening cost? How does that impact us?OH-10 Presented by Hight Performance Group, Inc.
  12. 12. Listening and Hearing How are listening and hearing different?OH-11 Presented by Hight Performance Group, Inc.
  13. 13. Listening vs. Hearing Hearing Listening The physical The ability to ability to accept put meaning and transmit sound waves to that from the transmission. eardrum to the brain.OH-12 Presented by Hight Performance Group, Inc.
  14. 14. What Kind of Listener Are You? Rate your listening skills on page 4 Total the rating values for each question Compare your total to the legend at the bottom of the pageOH-13 Presented by Hight Performance Group, Inc.
  15. 15. Characteristics of the Active Listener Individual exercise: – Think of someone you communicate with well – What communication techniques do you both use? – How do you know you are each listening? Partner exercise: – Think of a topic you are passionate about – Have your partner practice being a poor listener – Switch rolesOH-14 Presented by Hight Performance Group, Inc.
  16. 16. Listening Is Affected by: Selection Attention Selective Interpretation Selective RetentionOH-15 Presented by Hight Performance Group, Inc.
  17. 17. Verbal/Nonverbal Communications 60 55% 50 40 38% Body 30 Language 20 Tone of 10 7% Voice 0 WordsOH-16 Presented by Hight Performance Group, Inc.
  18. 18. Speaking and Listening Rates 150 We speak at _____ words per minute. 500 We listen at _____ words per minute. 350 That leaves _____ words per minute to: TUNE OUT!OH-17 Presented by Hight Performance Group, Inc.
  19. 19. Causes for “Tune-Out” Receiver’s purpose is different from sender’s purpose Understimulation Overstimulation Pace and delivery Lack of skill developmentOH-18 Presented by Hight Performance Group, Inc.
  20. 20. Part 2: Going Deeper: What’s YourPreferred Listening Approach? Identify your preferred listening approach Explore the five listening approaches Understand each approach’s needs and communication expectationsOH-19 Presented by Hight Performance Group, Inc.
  21. 21. Listening Approaches Appreciative Feeling-Oriented Empathic Comprehensive Fact-Oriented Discerning EvaluativeOH-20 Presented by Hight Performance Group, Inc.
  22. 22. Matching Listening Approaches Focus Purpose and intent of the communication Motivation How we best accomplish that purpose. Behavioral Indicators Appropriate verbal and nonverbal signals that execute the strategy.OH-21 Presented by Hight Performance Group, Inc.
  23. 23. Effective ListeningOH-22 Presented by Hight Performance Group, Inc.
  24. 24. Listening Graph Appreciative Empathic Comprehensive Discerning Evaluative Listening Listening Listening Listening ListeningOH-23 Presented by Hight Performance Group, Inc.
  25. 25. Appreciative ListenersTo Be More Effective with Appreciative Listeners Be more upbeat Show enthusiasm Smile Show warmth Demonstrate acceptance Be relaxed Lighten up Use positive body language Use stories, pictures Change speaking pace Use humorOH-24 Presented by Hight Performance Group, Inc.
  26. 26. Empathic ListenersTo Be More Effective with Empathic Listeners Ask more open and feeling-oriented questions Show more empathy Don’t interrupt Feel more, think less Demonstrate sensitivity Be more intuitive Be more open-ended Maintain eye-contact Be responsive and open to questionsOH-25 Presented by Hight Performance Group, Inc.
  27. 27. Discerning ListenersTo Be More Effective Discerning Listeners Get to the point, but give complete details Be methodical and organized Clarify more Minimize distractions Ask if they need you to elaborate more Verify if they feel something was missed Allow them to take notes Ask if you are meeting their needsOH-26 Presented by Hight Performance Group, Inc.
  28. 28. Comprehensive ListenersTo Be More Effective Comprehensive Listeners Be logical Check in Connect ideas Provide evidence Summarize Number the main points Organize the presentation Tie back to their experiences Give more details, but be succinctOH-27 Presented by Hight Performance Group, Inc.
  29. 29. Evaluative ListenersTo Be More Effective Evaluative Listeners Lay out foundation  Think more in terms of and facts consequences Establish credibility  Relate to what is important Be concise to them Be logical  Show value Provide an agenda Ask what they think Don’t shut down when they argue Know they will weigh pros and consOH-28 Presented by Hight Performance Group, Inc.
  30. 30. Discuss Your Preferred Listening ApproachWhat listening approaches can you adopt or improve to better gather,understand, or act on information:Which listening approaches can you adopt or improve to strengthenrelationships?Share this information with someone whose listening approach isdifferent than yours.OH-29 Presented by Hight Performance Group, Inc.
  31. 31. Practice Flexing Your Listening Approach Work in groups of three Two people play the roles in the case study and one person is the observer Play out the scenario Observers: give feedback on – Which listening approach did each use? – Did either person flex his/her approach for the other?OH-30 Presented by Hight Performance Group, Inc.
  32. 32. Part 3: Developing Active Listening Skills The function of listening is to understand what the other personal is saying…not necessarily to agree with it.OH-31 Presented by Hight Performance Group, Inc.
  33. 33. Listening Modes To figure out topic/intentEmpathic Discerning Appreciative• Feelings • Sound To organize information• Emotions • Color• Needs • Language Comprehensive To make a decision Evaluative OH-32 Presented by Hight Performance Group, Inc.
  34. 34. Listening ModesListening Approaches Used Effectively Politician Lecture Discerning Evaluative DiscerningEvaluative Comprehensive Comprehensive Sales Presentation Friend Evaluative Discerning Discerning Empathic Comprehensive Comprehensive OH-33 Presented by Hight Performance Group, Inc.
  35. 35. Step 1: Prepare Yourself to Listen Give the sender your full attention Be open to listen fully Show your availability physically and mentallyOH-34 Presented by Hight Performance Group, Inc.
  36. 36. What Changes Should You Make? Think of some recent situations where you were unable to fully listen to someone – Name the situation in the right column – Consider what you could have done differently to be an effective listener Share your situations in a small group Offer ideas and support to one anotherOH-35 Presented by Hight Performance Group, Inc.
  37. 37. Step 2: Listen for Accuracy Show the speaker that you heard what was said Test your understanding of messages Paraphrase what you heard Stay neutralOH-36 Presented by Hight Performance Group, Inc.
  38. 38. Practice Listening Work with a new partner Think of a recent problem you or your team encountered Take turns sharing the problem with your partner Remember: The listener is active and present, and paraphrases what has been said Discuss what it was like for being in both rolesOH-37 Presented by Hight Performance Group, Inc.
  39. 39. Step 3: Listen for Empathy Listen for the emotion behind the message Be sincere in understanding how people feel State the conclusion of the speaker’s emotions Do not give adviceOH-38 Presented by Hight Performance Group, Inc.
  40. 40. Practice Listening Work with a new partner Think of a recent situation that made you happy or excited Take turns sharing the story with your partner Be enthusiastic when you are the speaker Remember: The listener is active and picks up on the speaker’s emotions, and reflects back the emotion as well the content of what was heard Discuss what it was like for being in both rolesOH-39 Presented by Hight Performance Group, Inc.
  41. 41. Step 4: Ask Open-Ended Questions Bring out more information from the speaker Maintain open dialog Make it about the speaker, and not you Ask neutral questions Remain silent while the speaker is talking Develop deeper understanding Be authentic about wanting to know moreOH-40 Presented by Hight Performance Group, Inc.
  42. 42. Practice Listening Work with three or four others Share what you have learned or gained in this course so far When you are listening, ask open-ended questions Discuss what it was like when you were the speakerOH-41 Presented by Hight Performance Group, Inc.
  43. 43. Part 4: Transforming Difficult Listening Situations Techniques to improve difficult conversationsOH-42 Presented by Hight Performance Group, Inc.
  44. 44. What Makes Listening Difficult? We make judgments about people We form opinions without knowing all the details We protect our own interests We make choices in every situationOH-43 Presented by Hight Performance Group, Inc.
  45. 45. What Assumptions Do You Make? Write down the names of three people who you have interacted with in the last week For each person, list at least five assumptions you made Consider how your assumptions influence the way you interact or listenOH-44 Presented by Hight Performance Group, Inc.
  46. 46. Step 1: Awareness and Reflection We don’t know when we stop listening We are aware of our feelings when we aren’t listening Take time to reframe your judgments when you want to tune someone out Separate facts from your opinionsOH-45 Presented by Hight Performance Group, Inc.
  47. 47. Step 2: Exposing Your Thinking Check to see if your assumptions are accurate Be willing to be proven wrong “Seek first to understand, then be understood.” Stephen CoveyOH-46 Presented by Hight Performance Group, Inc.
  48. 48. Step 3: Inquiring Into Another’s Thinking Help others uncover their underlying assumptions Act as a mediator with good intentions Use questions and remain neutralOH-47 Presented by Hight Performance Group, Inc.
  49. 49. Reflection Think of a recent unsatisfactory interaction where you were misunderstood or discounted Write down the conversation as you remember it on the right Write down on the left what you were thinking or feeling and did not communicateOH-48 Presented by Hight Performance Group, Inc.
  50. 50. Your Commitment to Action What will you do differently?OH-49 Presented by Hight Performance Group, Inc.
  51. 51. There is no such thing as a bad listener. There are only people with inflexible listening habits.OH-50 Presented by Hight Performance Group, Inc.
  52. 52. Closing and Wrap Up Insights and comments EvaluationOH-51 Presented by Hight Performance Group, Inc.

×