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29   Career Development   Listening Skills
 

29 Career Development Listening Skills

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Listening on the job!

Listening on the job!

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    29   Career Development   Listening Skills 29 Career Development Listening Skills Presentation Transcript

    • Career Development “ Are you paying attention to me?” Listening Skills
    • Objectives for this presentation:
      • Understand the importance of listening.
      • Identify ways to demonstrate active listening.
    • Are You a Good Listener?
      • Have you ever wondered if you a good listener?
      • You appreciate it when others listen to what you have to say, especially in the workplace.
    • Do You…
      • Talk when others are talking?
      • Often have to ask people to repeat themselves?
      • Often interrupt others when they’re talking?
    • Do You… cont’d
      • Let your feelings for the speaker interfere with your listening ability?
      • Jump to conclusions before the speaker is finished talking?
    • Characteristics of Poor Listeners
      • The following are all examples of poor listening skills.
        • Poor listeners use statements blocking the person speaking from staying on topic.
      • Example:
        • “ The facts are…”
        • “ You had better…”
        • “ You should…”
        • “ It doesn’t really matter…”
      • Poor listeners interrupt the speaker, uses thoughts from what the other person has just said and expresses their own thoughts.
      • Example:
      • “ Oh, well, I know. Listen what happened to me in the situation…”
      • “ Always trying to one-up a story…”
      Characteristics of Poor Listeners cont’d :
      • Pool listeners talk about their thoughts without giving any indication they heard what the other person has said.
      • Example:
      • Speaker: “I am feeling really overworked and stressed out.”
      • Listener: “Have you seen my keys?”
      Characteristics of Poor Listeners cont’d :
    • What is Active Listening?
      • In the workplace, people don’t always say what they mean. Learning to become a better listener can greatly improve workplace communications.
      • Active listening:
      • Is listening beyond words in order to understand the deeper message. Active listeners are able to detect and reflect the feelings that give emotional energy to language.
      • Focus your attention on the speaker and the topic.
        • Find a quiet space where you can avoid distractions.
      • Set aside your own feelings and prejudices.
        • Remind yourself that you’re there to be the listener, not offer your opinion.
      Tips to become an active listener:
      • Pay attention to the speaker’s body language and facial expressions.
        • This is often the way to sense how someone is really feeling.
      • Use “Door Openers”
        • These statements convey interest and keep the person talking:
        • Example:
          • “ Tell me more…”
          • “ That sounds interesting…”
          • “ When did it happen…”
      Tips to become an active listener cont’d :
      • Paraphrase Feelings Accurately:
      • The listener waits until the speaker pauses, as if expecting some sort of response from the listener. The listener make a statement labeling the feeling he/she heard.
      • Example:
        • “ You’re saying…, You feel that…, If I understand you, you feel this way about this situation…” – You say you feel ______, but you seem ______ when talking about this…
      Tips to become an active listener cont’d :
      • Paraphrase Content Accurately.
      • The listener waits until the speaker is through speaking and repeats the content of what he/she has heard in his/her own words.
      • Example:
        • “ In other words, it is your decision to…”
        • “ These seem to be the key ideas you have expressed…”
      Tips to become an active listener cont’d : Reservationists or Operators will paraphrase “content” accurately
      • Ask non-threatening questions:
      • Keep your questions to a minimum. Give the speaker opportunity to think about the question before they respond. Try asking questions that will help the speaker arrive at their own conclusions.
      • Example:
      • “ How?” “What?” “Could?” “Do?” “Did?” “Would?” “Is?” “Are?”
      Tips to become an active listener cont’d :
      • Use Acknowledgement Responses:
      • These statements pull together ideas and facts as well as establish a basis for further understanding.
      • Example:
      • “ mmm…” “yes…”
      • “ right…” “certainly…”
        • Using these techniques, the listeners feel validated and supported without being judged.
      Tips to become an active listener cont’d :
    • Body Language and Listening Skills
      • Good listening is more than what words you use when listening.
      • Active listeners communicate without interrupting.
      • They use body language to demonstrate their attention and interest.
      • Occasionally nod your head in agreement with what the speaker is say, but don’t be a “bobble-head.”
      While Listening Actively:
      • Don’t fold your arms:
        • The speaker may interpret it as a sign of negativity or hostility.
      While Listening Actively cont’d :
      • Make eye contact.
      • Smile encouragingly.
      • Give the speaker personal space.
      While Listening Actively cont’d :
    • Resources:
      • Listening: The Forgotten Skill
        • By: Madelyn Burley-Allen
    • Thank you
      • This conclude this presentation on:
      • Listening Skills
      • “ Are you paying attention to me?”