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COMMUNICATION
SOFT SKILLS SERIES
Anthony Elgan
Corporate Trainer
Today’s Overview
1

• Communication Styles

2

• Listening

3

• HEAR Model
COMMUNICATION
30 Percent

45 Percent

TALKING

LISTENING

(2nd most used,
2nd least taught)

(most used, least taught)

16 Percent

READ...
Ways We Communicate

100%

0%
Effects of Poor Listening
Inaccurate orders

Upset Clients

Missed Shifts

Errors in location
scheduling

Unsolved Problem...
Listen With Intent
The left portion of the character
means "ear", the sense organ. But
listening is more than hearing.

Ea...
QUIZ!
HEAR Model
• H—Hear the speaker’s words.
– Listen attentively to her words and feelings.
– Keep an open mind. Avoid lettin...
HEAR Model
• E—Empathize with the speaker; put yourself
in her shoes.
– Display an interest in her point of view, even, or...
HEAR Model
• A—Analyze the speaker’s words and thoughts.
– Listen for the thoughts behind the words. Thinking
is faster th...
HEAR Model
• R—Respond is the last stage of hearing.
– Pay attention and show it
– Include statements such as “I see,” “ye...
Objectives: Recap
• Identify the Benefit of Active Listening
– Fewer mistakes and better relationships

• Understand and a...
QUESTIONS?
Communication: Listening
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Communication: Listening

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This is a listening training I have developed and used in several organizations. It is fairly easy to facilitate without notes. The POP QUIZ part is a list of 'trick questions' such as "how many animals did Moses take on the ark before the great flood" and "if a plane crashes on the border of two countries are the survivors buried in the country they were traveling to or from?" I would be happy to provide a list of the questions and purposes for them by request.

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Communication: Listening

  1. 1. COMMUNICATION SOFT SKILLS SERIES Anthony Elgan Corporate Trainer
  2. 2. Today’s Overview 1 • Communication Styles 2 • Listening 3 • HEAR Model
  3. 3. COMMUNICATION
  4. 4. 30 Percent 45 Percent TALKING LISTENING (2nd most used, 2nd least taught) (most used, least taught) 16 Percent READING 9 Percent (2nd least used, 2nd most taught) (least used, most taught) WRITING
  5. 5. Ways We Communicate 100% 0%
  6. 6. Effects of Poor Listening Inaccurate orders Upset Clients Missed Shifts Errors in location scheduling Unsolved Problems Unmet Deadlines Inadequately Wrong Decisions Made in Informed, Misinformed, Conf Interviews used, or Angry Staff and Customers
  7. 7. Listen With Intent The left portion of the character means "ear", the sense organ. But listening is more than hearing. Ear Self The "self" character is our predisposed bias to hear what we want to hear. Eyes The "eyes" character reminds us of the importance of body language. They are also the 'windows to the soul' and ask us to be aware of the emotions, which underlie verbal communication. Undivided Attention Heart Listening also requires our "undivided attention"concentration allows a listener to be fully present. True listening must involve the "heart", the empathy to what is being communicated. The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer. ~Henry David Thoreau
  8. 8. QUIZ!
  9. 9. HEAR Model • H—Hear the speaker’s words. – Listen attentively to her words and feelings. – Keep an open mind. Avoid letting your own feelings, attitudes, or opinions interfere with your ability to listen. – Do not evaluate, censor, or try to monopolize the conversation. – Do not interrupt. It is important to listen to the speaker’s entire thought before you respond.
  10. 10. HEAR Model • E—Empathize with the speaker; put yourself in her shoes. – Display an interest in her point of view, even, or maybe especially, if it differs from your own. – Listen for facts, ideas, and feelings. – Listen for the thoughts behind the words. – Check for understanding, by paraphrasing the facts as well as the speaker’s position. (“Are you saying that we need to improve our data collection systems based on the records you looked at and the conversations you’ve had with staff across the organization?”)
  11. 11. HEAR Model • A—Analyze the speaker’s words and thoughts. – Listen for the thoughts behind the words. Thinking is faster than speech. Use your extra “thought time” to summarize, review, and anticipate.
  12. 12. HEAR Model • R—Respond is the last stage of hearing. – Pay attention and show it – Include statements such as “I see,” “yes,” and “I understand.” – Hold off on your evaluation. Hear the speaker out. Avoid premature advice. – Do respond. It is especially difficult to talk to someone when there is no apparent reaction. – Check to be sure the speaker understands your response.
  13. 13. Objectives: Recap • Identify the Benefit of Active Listening – Fewer mistakes and better relationships • Understand and apply Empathic Listening – Listening for words AND feelings • Apply the HEAR Model to Your Job – How will you apply it? • Understand How You Communicate Affects Others’ Listening – How will you communicate more clearly?
  14. 14. QUESTIONS?

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