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Are you really listening?  Or are you just talking at the           business?
Hearing and Listening - There is a Difference                          © Anyka - Fotolia.com
Hearing is a physical event                        © Faber Visum - Fotolia.com
Listening is emotional                         © Yuri Arcurs - Fotolia.com
What is Active Listening?•   Giving full attention•   Encouraging sharing of information•   Noticing cues•   Being mindful...
Can you learn to listen?                           © coramax - Fotolia.com
Be Present             © gemenacom - Fotolia.com
Stop self listening
Be open minded
Leave the jargon at the door
Be aware of body language
Beware Emotional Hijacking
Watch the cuesYour own…..                    As well as theirs
Know when to retreat
Read between the lines                     © yashabaker - Fotolia.com
Ask open questions               © fotovika - Fotolia.com
Understand the business problem                    © alphaspirit - Fotolia.com
What are they really asking for?
Reflect the problem back
Seek consensus                 © yanlev - Fotolia.com
Follow-up to confirm                       © peterjunaidy - Fotolia.com
Practice!• Active listening is not just for work• Your family and friends will thank you for  really listening!• Practice ...
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Active Listening, Mindfulness and Emotional Intelligence for Business

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Hearing and listening are not the same thing. Actually listening involves far more than hearing sounds. Being present and mindful, being emotionally aware, actively responding in an appropriate way are all necessary parts of listening.
The skills discussed in this presentation, prepared for the itSMF NZ conference in May 2013, are just as valuable in business as they are in your personal life.
Too often IT does not really listen to what the business is asking and does not respond in a way that will enable and encourage the appropriate flow of information.
This presentation gives an introduction to a set of skills that will encourage that information flow and avoid conflict and 'emotional hijacking' that can inhibit real communication.

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Transcript of "Active Listening, Mindfulness and Emotional Intelligence for Business"

  1. 1. Are you really listening? Or are you just talking at the business?
  2. 2. Hearing and Listening - There is a Difference © Anyka - Fotolia.com
  3. 3. Hearing is a physical event © Faber Visum - Fotolia.com
  4. 4. Listening is emotional © Yuri Arcurs - Fotolia.com
  5. 5. What is Active Listening?• Giving full attention• Encouraging sharing of information• Noticing cues• Being mindful• Being open• Leaving your own baggage at the door• Being emotionally aware
  6. 6. Can you learn to listen? © coramax - Fotolia.com
  7. 7. Be Present © gemenacom - Fotolia.com
  8. 8. Stop self listening
  9. 9. Be open minded
  10. 10. Leave the jargon at the door
  11. 11. Be aware of body language
  12. 12. Beware Emotional Hijacking
  13. 13. Watch the cuesYour own….. As well as theirs
  14. 14. Know when to retreat
  15. 15. Read between the lines © yashabaker - Fotolia.com
  16. 16. Ask open questions © fotovika - Fotolia.com
  17. 17. Understand the business problem © alphaspirit - Fotolia.com
  18. 18. What are they really asking for?
  19. 19. Reflect the problem back
  20. 20. Seek consensus © yanlev - Fotolia.com
  21. 21. Follow-up to confirm © peterjunaidy - Fotolia.com
  22. 22. Practice!• Active listening is not just for work• Your family and friends will thank you for really listening!• Practice the techniques until they become second nature
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