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Active Listening in Consulting

Active Listening in Consulting

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    870 870 Presentation Transcript

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    • Why we don’t listen
      • Primary reason a consultant does not listen is because he (thinks) he already has the answer
      • Preconceived notion
      • Plan before a problem
      • Counterproductive
    • Why we don’t listen
      • Distraction!
      • Too many irons in the fire
      • Too many clients and not enough time
      • Blackberrys and pagers
      • “ I’m too important” syndrome
    • Why we don’t listen
      • Conflict
      • Time spent focusing on what to say next
      • No time spent on what other party is saying
      • Lack of understanding and empathy on both sides
    • What is Active Listening?
      • A way of listening to another person that focuses the attention on that person and on understanding what that person is saying
      • Widely used tactic in education, medical fields (counseling), and consulting
      • Builds relationships, prevents misunderstandings, focuses efforts
    • Components of Active Listening
      • Parroting
      • Most basic form of active listening
      • Restate what the speaker has said
      • Not recommended to use parroting very often in a conversation – can be condescending
    • Components of Active Listening
      • Paraphrasing
      • Should be primary method of active listening
      • Restate what the speaker has said but in your own words
      • Gives speaker opportunity to correct any misunderstandings
    • Components of Active Listening
      • Feeling feedback is the last component of active listening
      • Difficult to master
      • Involves incorporating feeling words with a paraphrase of what the speaker is saying
      • Great for clarification if feeling listener understands is not the feeling the speaker wishes to convey
    • Supporting Components
      • Make the commitment to listen and withhold your own opinions. DO NOT PLAN while the client is explaining the problem!
      • Ask open-ended questions that give the client the ability to elaborate
      • Use body language to show your interest
      • Resist the urge to take copious amounts of notes. Jot one or two words maximum. Record the session with the client if given permission
    • Questions? Comments? Concerns?
      • Nancy D. Dowdle
      • [email_address]