EFFECTIVE LISTENING SKILLS

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  • Mental flexibility can be defined as a way of thinking - an attitude. And Effective Listening Skills is definitely an attitude to become a disciplined skill. It's a way of approaching situations that allow you to adapt your behavior so you can achieve the best outcomes. By increasing your mental flexibility, you become a better listener, a keener observer, a more skilled thinker and a more effective problem solver.
  • EFFECTIVE LISTENING SKILLS

    1. 1. EFFECTIVE LISTENING SKILLS NACM Western Region Credit Conference Las Vegas, NV October 6, 2006 Mark D. Carlos President www.mcsideas.com
    2. 2. Effective Listening Skills <ul><li>What is Listening? </li></ul><ul><ul><li>a gift ( of TIME ) </li></ul></ul><ul><ul><li>a master skill </li></ul></ul>
    3. 3. Barriers to Listening <ul><li>Takes time </li></ul><ul><li>Takes a clear mind </li></ul><ul><li>Emotional state </li></ul><ul><li>Bias or prejudice </li></ul><ul><li>Semantics & languages </li></ul><ul><li>Noise & verbal “clutter” </li></ul><ul><li>Boredom </li></ul><ul><li>Shrinking attention span </li></ul>
    4. 4. Listening Tips <ul><li>Eye Contact </li></ul><ul><li>Relaxed attention </li></ul><ul><li>Open mind </li></ul><ul><li>Word pictures </li></ul><ul><li>No interruptions / solutions </li></ul><ul><li>Wait for pauses to ask Q’s </li></ul><ul><li>Ask relevant Q’s only </li></ul><ul><li>Feel the speaker’s feelings </li></ul><ul><li>Give feedback </li></ul><ul><li>Think about what’s NOT said </li></ul>
    5. 5. Feedback Skills <ul><li>Listen “out loud” by: </li></ul><ul><li>Offering verbal cues </li></ul><ul><ul><li>Relevant questions </li></ul></ul><ul><ul><li>Paraphrasing statements </li></ul></ul><ul><ul><li>Reflections </li></ul></ul><ul><ul><li>Affirmations </li></ul></ul><ul><li>Offering non-verbal cues </li></ul><ul><ul><li>Smiles and frowns </li></ul></ul><ul><ul><li>Hand & body gestures </li></ul></ul><ul><ul><li>Eye contact / movements </li></ul></ul>
    6. 6. Types of Feedback <ul><li>Compliments </li></ul><ul><li>Confrontation </li></ul><ul><li>Criticism </li></ul>
    7. 7. Perceptual Skills <ul><li>Visual perceptions include: </li></ul><ul><li>Motor </li></ul><ul><li>Focus on foreground </li></ul><ul><li>Discrimination </li></ul><ul><li>Memory </li></ul><ul><li>Closure </li></ul><ul><li>Tracking </li></ul><ul><li>Integration </li></ul><ul><li>Language Association </li></ul><ul><li>Language Classification </li></ul>
    8. 8. Perceptual Skills <ul><li>Auditory Perception includes: </li></ul><ul><li>Discrimination </li></ul><ul><li>Closure </li></ul><ul><li>Memory </li></ul><ul><li>Visual Integration </li></ul><ul><li>Focus on foreground </li></ul><ul><li>Integration </li></ul><ul><li>Language Association </li></ul><ul><li>Language Classification </li></ul><ul><li>Visual Coordination </li></ul>
    9. 9. Interpreting Information <ul><li>Open-Mindedness is VITAL </li></ul><ul><li>Review of goals, basis or premise </li></ul><ul><li>Organize the data into logical groups </li></ul><ul><ul><li>Categories </li></ul></ul><ul><ul><li>Chronological </li></ul></ul><ul><ul><li>Measurements </li></ul></ul>
    10. 10. Why People React Negatively <ul><li>Rejection </li></ul><ul><li>Denial </li></ul><ul><li>Ignoring </li></ul><ul><li>Defensiveness </li></ul><ul><li>Yes, but…. </li></ul><ul><li>Anger </li></ul><ul><li>Withdrawal </li></ul><ul><li>Passivity </li></ul><ul><li>Aggression </li></ul><ul><li>Fake Agreement </li></ul>
    11. 11. Increasing Awareness of Varying Points of View <ul><li>Not everyone sees the sky as blue - not as you do </li></ul><ul><ul><li>Not blue at all </li></ul></ul><ul><ul><li>Not the same blue </li></ul></ul><ul><ul><li>Not all blue </li></ul></ul><ul><ul><li>Not just blue </li></ul></ul>
    12. 12. The Importance of Suspending Value Judgments - Waiting for More Information <ul><li>Allow yourself to absorb an entire thought or series of thoughts </li></ul><ul><li>Arrive at conclusions naturally and gracefully </li></ul><ul><li>Don’t jump to conclusions too soon </li></ul>
    13. 13. Learning Semantic Flexibility – The Impact on the Thinking Process <ul><li>Table </li></ul><ul><ul><li>How many legs? </li></ul></ul><ul><ul><li>What kind of wood or metal? </li></ul></ul><ul><ul><li>What size? </li></ul></ul><ul><li>Dog </li></ul><ul><ul><li>What size and weight? </li></ul></ul><ul><ul><li>What color? </li></ul></ul><ul><ul><li>A pet or a trained purpose? </li></ul></ul>
    14. 14. Thinking Strategically <ul><ul><li>Motivation </li></ul></ul><ul><ul><li>+ Audience </li></ul></ul><ul><ul><li>+ Description </li></ul></ul><ul><ul><li>---------------------- </li></ul></ul><ul><li>Effective Communication </li></ul>
    15. 15. EFFECTIVE LISTENING SKILLS Takes Commitment and Practice www.mcsideas.com

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