How To Listen Carefully And Empathically TRAINING


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  • Taking listening skills for granted, many people confuse listening with hearing. Hearing is merely picking up sound vibrations. Listening, in contrast, is making sense of what we hear. Passive listening requires a listener to absorb and remember the words being spoken. Active listening requires a listener to understand the communication from the sender’s point of view. There are four requirements for active listening. Concentrate on what the speaker is saying, and tune out miscellaneous thoughts that create distractions. Empathize with the speaker and try to understand what the speaker wants to communicate rather than what you want to hear. Accept what the speaker is saying; listen objectively without judging. Take the responsibility for completeness, that is for getting the full intended meaning from the speaker’s communication.
  • How To Listen Carefully And Empathically TRAINING

    1. 1. How to Listen Carefully and Empathically Bandung, 17 - 18 Maret 2010 By : Kanaidi, SE., M.Si [email_address]
    2. 2. Hearing Vs Listening Hearing – Physical process, natural, passive Listening – Physical as well as mental process, active, learned process, a skill Listening is hard. You must choose to participate in the process of listening.
    3. 3. Fundamentals of Management: 12- Gao Junshan, UST Beijing Active Listening Skill Active Listening Skills Acceptance Responsibility Intensity Empathy
    4. 4. Active Listening <ul><li>Active listening is paying attention to other people in a manner where they feel that you hear their message and that you fully understand them. At the core of active listening is the ability to be empathic with people, meaning that while you may not necessarily agree with them, you do understand their experience. </li></ul>
    5. 5. <ul><li>Prepare to Listen </li></ul><ul><li>Focus on the Speaker </li></ul><ul><li>Screen Out Distractions </li></ul><ul><li>Concentrate on the Message </li></ul><ul><li>Listen to tapes while you commute </li></ul>Active Listening Behaviors
    6. 6. Active Listening Behaviors …… <ul><li>Listening carefully </li></ul><ul><li>Attending to the nonverbal cues and underlying messages </li></ul><ul><li>Listening to the context of people’s lives </li></ul><ul><li>Not interrupting people </li></ul><ul><li>Using words and body language to convey a genuine attempt to understand what people are saying and their experience. </li></ul><ul><li>Responding to words and feelings being express to help people increase an understanding of their needs and experience. </li></ul>
    7. 7. Value of Listening <ul><li>Listening to others is an elegant art . </li></ul><ul><li>Good listening reflects courtesy and good manners. </li></ul><ul><li>Listening carefully to the instructions of superiors improve competence and performance. </li></ul><ul><li>The result of poor listening skill could be disastrous in business, employment and social relations. </li></ul><ul><li>Good listening can eliminate a number of imaginary grievances of employees. </li></ul><ul><li>Good listening skill can improve social relations and conversation . </li></ul><ul><li>Listening is a positive activity rather than a passive or negative activity. </li></ul>
    8. 8. How to Be an Effective Listener <ul><li>What You Think about Listening ? </li></ul><ul><li>Understand the complexities of listening </li></ul><ul><li>Prepare to listen </li></ul><ul><li>Adjust to the situation </li></ul><ul><li>Focus on ideas or key points </li></ul><ul><li>Capitalize on the speed differential </li></ul><ul><li>Organize material for learning </li></ul>
    9. 9. <ul><li>What You Feel about Listening ? </li></ul><ul><li>Want to listen </li></ul><ul><li>Delay judgment </li></ul><ul><li>Admit your biases </li></ul><ul><li>Don’t tune out “dry” subjects </li></ul><ul><li>Accept responsibility for understanding </li></ul><ul><li>Encourage others to talk </li></ul> How to Be an Effective Listener ……
    10. 10. <ul><li>What You Do about Listening ? </li></ul><ul><li>Establish eye contact with the speaker </li></ul><ul><li>Take notes effectively </li></ul><ul><li>Be a physically involved listener </li></ul><ul><li>Avoid negative mannerisms </li></ul><ul><li>Exercise your listening muscles </li></ul><ul><li>Follow the Golden Rule </li></ul> How to Be an Effective Listener ……
    11. 11. Mendengar EMPATI <ul><li>Game Mendengar </li></ul><ul><li>Game Berbicara </li></ul>4 TAHAPAN MENDENGAR <ul><li>Tidak Mendengar </li></ul><ul><li>Mendengar Selektif </li></ul><ul><li>Mendengar dengan Penuh Perhatian </li></ul><ul><li>Mendengar Empati </li></ul>
    12. 12. MENDENGARKAN DENGAN EMPATI <ul><li>Perhatikan si Pembicara </li></ul><ul><li>Lakukan kontak mata yang positif dan nyaman untuk membuat si pembicara merasa dihargai dan dimengerti </li></ul><ul><li>Miringkan badan anda ke arah si pembicara </li></ul><ul><li>Pusatkan perhatian untuk memahami pembicara : </li></ul><ul><li>Perhatikan perasaan dan persepsinya bukan hanya kata-katanya. </li></ul><ul><li>Jangan menginterupsi; dengarkan terus dengan membantu mengklarifikasi sampai apa yang dimaksudkannya menjadi jelas. </li></ul><ul><li>Jangan menghakimi atau mengkritik – ini akan membuatnya “menutup diri”. </li></ul><ul><li>Ajukan pertanyaan untuk mengklarifikasi maksudnya. </li></ul><ul><li>Buat rangkuman dari apa yang anda pahami. </li></ul>
    13. 13. Empathic Listening Defined <ul><li>Listening empathically means to listen with the intent to understand how the speaker feels in addition to understanding his or her ideas </li></ul><ul><li>Showing empathy involves identifying with a person’s emotions and situation, even if not in agreement with them </li></ul><ul><li>Empathic listening is typically an effective technique to use in emotional situations, when there is a problem that needs resolving, or if there is conflict present </li></ul><ul><li>The goal is to enable the listener to share emotions free from judgment or criticism </li></ul>
    14. 14. Empathic Listening Tips <ul><li>Be interested in the speaker </li></ul><ul><li>Have good eye contact and body language </li></ul><ul><li>Minimize distractions </li></ul><ul><li>Invite the speaker to expand on his or her thoughts </li></ul><ul><li>Respond in a tone that is appropriate for the situation </li></ul>
    15. 15. Points to Remember <ul><li>Empathic listening is about the speaker, not the listener </li></ul><ul><li>It is not necessary to use empathic listening during an entire conversation; it is primarily a way to understand another person’s point of view </li></ul>
    16. 16. Steps for Empathic Listening <ul><li>1. Listen carefully to the speaker’s messages, both verbal and nonverbal </li></ul><ul><li>2. Display an open, caring posture </li></ul><ul><li>3. Consider the speaker’s emotional state </li></ul><ul><li>4. Calmly reflect back what you perceive the speaker’s feelings and meaning to be </li></ul>