Training - Active Listening

Listening to what you hear by Learning & Development Department Dedicated to IT talents … LurLee Leung

Big Picture Exercise

Work individually

Identify the Number

Raise your Hand before Answer

I will check your understanding

If you are RIGHT, take a seat behind

… keep silence and enjoy the show!

Objective

Who are you & Your expectation is …

After this workshop, you will be able to …

realize the importance of Active Listening

grasp the key principles of a Good Listener

demonstrate a through understanding of Active Listening

Flow *5~10 minutes break will be arranged in between Listening is … ? 1 Active Listening is … ? 2 Practice 3

Part I Listening is …

Performer: Vitas Level I: Can you HEAR? Level II: Can you LISTEN the lyrics? Level III: Can you figure out the ACTUAL MEANING?

Type of Listening Active Passive &

HEARING

Receiving sound through air

Without REAL effort

LISTENING

Making sense of what we heard

ACTUAL MEANING oriented

Type of Listening Air conditioner Bird Order from BOSS BUS Parents’ Reminders Customers’ Request

Time Spent Listening During 70% waking time, The percentage of time spend on … Writing Reading Talking Listening General 9% 16% 30% 45% Source: Research conducted by Paul Rankin in 1929

Time Spent Listening Writing Reading Talking Listening 9% 16% 30% 45% Writing Reading Talking Listening 50% 23% 17% 10% General IT Expertise Source: Research conducted by interviewing 10 IT talents from different industry

Time Spent Listening Writing Reading Talking Listening GAP General IT Expertise

The Gaps stand for … stands for … Misunderstanding Confusion Inefficient Argument Error Waste of resources stand for … stand for … Business Loss (Brand + $) Poor Image Value Justification

How much do we remember? Memory Retention The Forgetting Curve Source: In 1885, Hermann Ebbinghaus discovered the exponential nature of forgetting 100% 50% Time elapsed Immediately 10-min Presentation 2-day later

How much do we remember? What are the 3 objectives today? The percentage of time spend on Writing for common case? stand for … ?

What are the benefits of Active Listening?

Do it Right at First time

Resolve Problems Effectively & Efficiently

Enhance Relationship

At Work

Identify the Truth, both Fact & Feeling

A Good example to Children/Parents/Lovers

Build a Happy life

Lifetime

What are the benefits of Active Listening?

Think about 1 GOOD listeners you have met …

And for you …

Part II Active Listening is …

Self assessment Are you an Effective Listener?

Are you an Effective Listener? ? N Y 項目 A 未能追上先前所訂立的進度 ? N Y 項目 A 將由你手上交由部門 D 的同事處理 ? N Y 當上司和該名同事傾談過後，便召開了部門會議 ? N Y 你的上司不滿項目 A 現時的進度 ? N Y 該名同事向你上司投訴項目 A 的進度及質素 ? N Y 該名同事不滿你未能接聽他的電話 ? N Y 你是項目 A 的負責人 ? N Y 你錯過了該名同事的電話不明確不正確正確情況

Are you an Effective Listener? ? N Y 項目 A 的完成度未能追上先前所訂立的進度 > 將項目 A 轉手及以效率為前題，不等於進度出現問題 ? N Y 項目 A 將由你手上交由部門 D 的同事處理 > 交由部門 C 處理 ? N Y 當上司和該名同事傾談過後，便召開了部門會議 > 有明確提及 ? N Y 你的上司不滿項目 A 現時的進度 > 招開部門會議及將項目交給第二位同事不等於不滿 ? N Y 該名同事向你上司投訴項目 A 的進度及質素 > 該名同事只是和你上司”傾談” ? N Y 該名同事不滿你未能接聽他的電話 > 未有明確提及 ? N Y 你是項目 A 的負責人 > 未有明確提及 ? N Y 你錯過了該名同事的電話 > 有明確提及不明確不正確正確情況

Are you an Effective Listener? 8-7: Normal 6-5: Below Average <4: A lot rooms for Improvement IT Expertise

Time Spent Listening Writing Reading Talking Listening 9% 16% 30% 45% Writing Reading Talking Listening 50% 23% 17% 10% General IT Expertise Source: Research conducted by interviewing 10 IT talents from different industry

Barriers of Listening

Active Listening = ICQ I: Identify Main Point, Idea & Keyword C: Compare & Contrast Q: Feedback & Questioning

Case Sharing 1 without “ICQ” 同事 A ︰“想了解一下目前的進度，未知能否趕及在月底前正式推出 … ” 同事 B 同事 A 同事 B 正在解釋延誤的原因 , 並不是一個負責任的表現 , 也似在隱瞞一些東西 … 要延誤可以直接講 , 等我可以再作安排 , 你做過甚麼和怎樣去做 , 對我沒有多大意義 … 印象詮譯 “ 我地已經做好左 Proposal, 亦已經同幾個部門夾左 , 黎緊會開始進行分工 , 再 … 再 …” 又想追我早 d 交 , 我已經盡左力架喇 , 但事實唔係好似煮飯加粒米咁間單 , 整個系統都需要有所調整 … 回應詮譯

Case Sharing 2 without “ICQ” 同事 A ︰“我想個 Programme 日後可以做到呢個功能 …最好就加多粒掣…咁就方便 ” 同事 B 同事 A 同事 B 正在推缷責任 , 只會說”不” , 卻不會提供其他的解決辦法 … 乜都唔得 , 乜都唔可以 , 冇資源冇時間就真 ! 又或者根本就係唔想做 ! 印象詮譯 “ 唔得 , 唔可以 , 做唔到 … 因為 ……” 呢 d 要求個系統根本就支援唔到 , 對電腦一 d 知識都冇的人…成日都亂咁要求… 回應詮譯

Case Sharing 1 with “ICQ” 同事 A ︰“想了解一下目前的進度，未知能否趕及在月底前正式推出 … ”