Active Listening Presentation

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A presentation that I researched, created and delivered for the State of Louisiana Civil Service Employees. March 2013

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Active Listening Presentation

  1. 1. Active Listening
  2. 2. Active Listening Course Overview • Learn more about the listening process and the different types of listening • Discover your personal listening style • Define active listening and better understand the value of being an active listener • Learn how to become an active listener
  3. 3. Active Listening Takeaways • Practice being an active listener • Knowledge of your listening style
  4. 4. Active Listening Activity
  5. 5. Active Listening Hearing Listening Hearing Vs. Listening • Implies perceiving sounds • Understanding information with involvement from mind and body • Is a passive process • Is an active process • Involves effortless activity • Requires conscious efforts, concentration and interest
  6. 6. Active Listening Listening Process Hear Attend UnderstandRespond Remember
  7. 7. Active Listening Hearing • Occurs when sound waves hit the ear • Involves no deciphering/interpretation • Is a prerequisite to listening 11
  8. 8. Active Listening Attending • Filters heard messages, focus on some • Can be heard or can be white noise • Attend better when there’s personal gain 22
  9. 9. Active Listening Understand • Requires meaning to be assigned to a message • Impacted by language interpretation • Assigns a level of importance to the message 33
  10. 10. Active Listening Responding • Delivers feedback to the speaker • Can be: –Verbal or nonverbal –Paraphrasing –Questions 44
  11. 11. Active Listening Remembering • Recall information from memory • Builds relationships and trust 55
  12. 12. Active Listening Activity
  13. 13. Active Listening Informational Critical • Perceives information • Requires no criticism or judgment • Focuses on key points • Requires understanding • Looks for evidence • Checks for logical reasoning Appreciative Empathetic • Listens for entertainment • Does not involve analyzing • Focuses on the speaker’s emotion • Allows the listener to see another point of view Types of Listening
  14. 14. Active Listening Types of Listeners Detached Passive • Avoids making eye contact • Appears withdrawn • Lacks enthusiasm • Seems inattentive, disinterested or bored • May or may not make eye contact • Fakes attention • Uses little energy or effort • Appears calm and laid back Involved Active • Provides some direct eye contact • Has an alert posture • Gives the speaker some attention • Reflects on the message to a degree • Has an alert posture • Uses direct eye contact • Gives full attention • Focuses on what is said • Participates fully
  15. 15. Active Listening Listening Inventory
  16. 16. Active Listening What is Active Listening? • Ability of paraphrasing information • Not interrupting the speaker • Not formulating a stance until speaker is finished speaking
  17. 17. Active Listening Why is Active Listening Important? • Builds relationships • Creates new ways to approach issues • Diffuses emotional situations • Avoids costly errors
  18. 18. Active Listening Active listeners will: • Increase productivity • Improve persuasive and negotiation skills • Improve work relationships • Reduce conflict and misunderstandings
  19. 19. Active Listening 1 Pay Attention 2 Show you are listening 4 Provide effective feedback 3 Provide positive reinforcement How to Become an Active Listener
  20. 20. Active Listening • Look directly at the speaker • Be open-minded • Avoid being distracted • “Listen” to the speaker’s body language • Focus on what the speaker is saying Pay Attention
  21. 21. Active Listening • Paraphrase the speaker’s words Show you are Listening “What I’m hearing is” “Sounds like you are saying” • Ask questions to clarify certain points “What do you mean when you say…” “Is this what you mean?” Don’t interrupt Take notes and think about what is being said • Express appreciation and interest in the topic
  22. 22. Active Listening • Use verbal and non-verbal acknowledgement • Smile and use other facial expressions • Have an open and inviting posture • Soften facial expressions Provide Positive Reinforcement
  23. 23. Active Listening • Be open and honest in your response • Assert your opinions respectfully • Treat the other person like you would want to be treated • Respond appropriately, be assertive, but not aggressive Provide Effective Feedback
  24. 24. Active Listening Activity
  25. 25. Active Listening Summary • Use different methods of listening to acquire assorted information • Improve upon your current listening style • Take the steps to become an active listener

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