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Soft Skills: Good Listening

More Information:
https://flevy.com/browse/flevypro/soft-skills-good-listening-5572

Many people view Listening Skills of lesser consequence than articulation and focus on learning how they can present their own views more effectively.

Listening is unquestionably the most efficient route to making informed judgements. Good listening can eventually mean the difference between a longer career (or relationship) and a shorter one. Good listening is a very important skill that needs to be learned and developed.

This presentation discusses the 3 behaviors critical for a person to become a good listener:

1. Demonstrate Respect
2. Remain Quiet
3. Challenge Assumptions

The presentation also talks about the 13 qualities of a good listener based on these 3 underlying behaviors and the 6 types of bad listeners.

The slide deck also includes some slide templates for you to use in your own business presentations.

Got a question about this presentation? Email us at support@flevy.com.

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Soft Skills: Good Listening

  1. 1. This is an exclusive document to the FlevyPro community - http://flevy.com/pro Framework Primer Soft Skills: Good Listening Presentation created by The Opinionator The Grouch The Pretender The Preambler The Answer Man The Perservator
  2. 2. 2 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Contents  Overview  Behaviors of Good Listeners  Qualities of Good Listeners  Bad Listeners  Templates The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  3. 3. 3 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro This deck deliberates on the critical qualities and behaviors essential to becoming a good listener Presentation Overview Good listening is a very important skill that needs to be learned and developed. Good listening is a very important skill that needs to be learned and developed. Many people view Listening Skills of lesser consequence than articulation and focus on learning how they can present their own views more effectively. Listening is unquestionably the most efficient route to making informed judgements. Good listening can eventually mean the difference between a longer career (or relationship) and a shorter one. This presentation discusses the 3 behaviors critical for a person to become a good listener: The presentation also talks about the 13 qualities of a good listener based on these 3 underlying behaviors and the 6 types of bad listeners. The slide deck also includes some slide templates for you to use in your own business presentations. 1 Demonstrate Respect 2 Remain Quiet 3 Challenge Assumptions The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  4. 4. 4 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Good Listening is the basis for good judgements, lasting relationships, and careers Importance of Good Listening Active listening is at the forefront of good Decision Making. Active listening is at the forefront of good Decision Making. Many people view listening skills of lesser consequence than articulation and focus on learning how they can present their own views more effectively. Listening is unquestionably the most efficient route to making informed judgments. Good listening can eventually mean the difference between a longer career (or relationship) and a shorter one. Good listening—the keen and orderly pursuit of probing and challenging the information collected from others to enhance its quality and quantity—is key to developing a knowledge-base that creates new insights and ideas. Listening is the most assured, efficient course to shaping the judgments that we must make. Good listening can lead to a longer and fruitful relationship at work and elsewhere. The people possessing this ability assume a somewhat passive speaking role in the conversation yet actively participate in the conversation using body language and follow-up questions. Respecting the speaker, even if there is disagreement and reacting in the moment without expectation is part and parcel of good listening skills. The speaker should feel respected and understood after having a conversation with a Good Listener. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  5. 5. 5 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Contents  Overview  Behaviors of Good Listeners  Qualities of Good Listeners  Bad Listeners  Templates The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  6. 6. 6 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Qualities displayed by Good Listeners are based on 3 Critical Behaviors Critical Behaviors of Good Listeners – Overview It takes practice and conscious effort to become a good listener. It takes practice and conscious effort to become a good listener. Humans instinctively want to share their experiences. Source: Power Listening, Ferrari, 2012 The more experienced a person, the fuller they are with ideas. Great listeners show restraint in their tendency to share. They display 3 critical behaviors that make them what they are—great listeners: Remain Quiet Challenge Assumptions Demonstrate Respect Making the speaker feel that what they are saying is important. This feeling gets reciprocated quickly. Good Listeners seek the underlying assumption in the conversation and challenge it. This generates new ideas and opens up paths untrodden. One cannot really listen while busy talking. Remaining quiet enables understanding of the actual point the other person is making. 3 1 2 The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  7. 7. 7 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro ILLUSTRATIVE EXAMPLE KEY CHARACTERISTICS Genuinely having respect for the speaker in the conversation opens up many avenues Behaviors of Good Listeners – Demonstrate Respect Complex operations are unmanageable without seeking input from staff at all levels. Complex operations are unmanageable without seeking input from staff at all levels.  Input is solicited from all levels.  Speakers are made to feel that they have something exclusive to contribute.  Conversation partners are assumed to have the proficiency to develop worthy solutions.  Speakers are assisted by targeted follow-up questions to extract critical information, and it is put in a new perspective.  Tough questions are asked but in a polite manner.  Impulse to provide ready-made solutions is contained.  The fact that people can contribute insights in areas unrelated to their expertise is recognized.  Such environment creation enables across-the-board idea generation.  A Chief Operating Officer of an institution used the technique of showing respect to everyone he entered a conversation with.  He let everyone around him know that he believed they had something unique to contribute. He believed that his staff were in a good position to come up with solutions to problems.  The respect shown by him was reciprocated and good ideas routinely came from across the institution. OVERVIEW Making the speaker feel that what they are saying is important. This feeling gets reciprocated quickly. BEHAVIOR Demonstrate Respect The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  8. 8. 8 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro ILLUSTRATIVE EXAMPLE KEY CHARACTERISTICS Contributing to a conversation without derailing it needs practice Behaviors of Good Listeners – Remain Quiet Knowing when to pitch-in during a conversation is an art. Knowing when to pitch-in during a conversation is an art.  Conversation partner speaks 80% of the time while a Good Listener speaks 20% of the time.  Questions are posed in most of the 20% time.  Urge to project status or ideas is refrained from.  Focus is on the idea the speaker is trying to convey.  Extraction of the prime motivation or thought in the conversation is sought.  Patience and practice are needed to cultivate the habit of weighing in at the correct moment.  Listener has to be impassioned and neutral while listening.  Patiently spending time on the problem is necessary i.e., listening without prejudice or preconceived notions.  Other members are given a chance to enrich the conversation in a group.  Remaining silent enables picking up of non-verbal cues.  A C-level executive, while having a conversation with a manager, noticed her non-verbal cues were out of synch with what she was saying.  This, he was able to observe, because he remained quiet during most of the conversation and practiced listening respectfully.  During a pause in her unusually inarticulate conversation, he surprised her. He gently mentioned that he thought that she did not agree with him and asked her the reason. A look of relief came on her face and then she went on to explain her reasons. OVERVIEW One cannot really listen if one is busy talking. Remaining quiet enables understanding of the actual point the other person is making. BEHAVIOR Remain Quiet The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  9. 9. 9 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro ILLUSTRATIVE EXAMPLE KEY CHARACTERISTICS Letting go of cherished assumptions makes the conversation creative Behaviors of Good Listeners – Challenge Assumptions The aim of challenging assumptions is to have joint action, not shared thinking. The aim of challenging assumptions is to have joint action, not shared thinking.  Long-held and valued assumptions are challenged in order to make gains from conversations.  Ambiguity is embraced and a quest to uncover what both conversation partners can gain from the conversation is enlivened.  Assumptions are laid bare for scrutiny and thinking is shaken up with an eye to reevaluating what is known, unknown, and cannot be known.  Reasoning is questioned in order to extract divergent viewpoints that lead to mutually agreed action.  Single fact is altered in the conversation to open up the creative thinking process; by taking the conversation in the realm of hypothetical possibilities.  A senior leader used to make clear in his meetings that he wanted to hear from everybody.  He would mention that the aim of the group was not to reach a unilateral viewpoint but rather to reach a point of joint action.  His technique was to alter a single fact during the discourse and take the conversation from the realm of facts to the realm of possibilities.  As soon as people realized that the conversation was of hypothetical nature, where they could challenge any underlying assumption, they would become creative. OVERVIEW Good Listeners seek the underlying assumption in the conversation and challenge it to generate new ideas and insights. BEHAVIOR Challenge Assumptions The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  10. 10. 10 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Contents  Overview  Behaviors of Good Listeners  Qualities of Good Listeners  Bad Listeners  Templates The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  11. 11. 11 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Good listeners present 13 qualities that make them great listeners Key Qualities of Good Listeners – Overview Good listening is an invaluable skill—it improves relationships with the world. Good listening is an invaluable skill—it improves relationships with the world. There are 13 qualities of a Good Listener, which can be synthesized from the 3 critical behaviors discussed earlier. Source: 13 Qualities of a Good Listener, Kaplan, 2019 These qualities are: Being a good listener requires focusing on the speaker, not interrupting or responding rather just hearing them out. Be fully present. React in the moment. Do not jump to give advice. Ask follow-up questions. Demonstrate listening. Listen to learn. Do not listen to respond. Do not have an agenda. Never interrupt. Listen as much as (or more than) speaking. Be patient. Summarize what has been heard. Be interested in what the speaker is interested in. 13 11 9 7 5 3 1 2 4 6 8 10 12 The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  12. 12. 12 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Attentiveness, understanding, and appropriate response are among the bedrocks of good listening Qualities of Good Listeners – Details (1 of 4) The ability to focus is a great tool in any circumstance. The ability to focus is a great tool in any circumstance. Let us examine the 13 qualities in further detail.  Avoid all interruptions, such as phones, people, and other distractions.  Maintain good eye contact to emphasize and demonstrate focus.  Shun the compulsion to anticipate or dwell on the past.  Listen to process and understand not to respond.  Listen as if the conversation will need to be reproduced—very attentively.  Be impassive.  Focus on the present to give authentic reactions.  Foster better connection with the speaker by providing moment-to-moment verbal and non-verbal cues.  Create better understanding by reacting instinctively rather than a critical mind. 1 Be fully present. 2 Do not listen to respond. 3 React in the moment. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  13. 13. 13 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Listening to understand results from holding conservations without interrupting, following an agenda, or offering solutions Qualities of Good Listeners – Details (2 of 4) Learning to be a decent listener is an unceasing process. Learning to be a decent listener is an unceasing process.  Engage in the conversation without any expectation.  Avoid being attached to a certain outcome.  Desist from steering the conversation purposefully in a particular direction.  Respond based on feeling in the present moment.  Allow the conversation to flow where it needs to go.  Talk through a problem.  Avoid giving ready-made solutions.  Resist the temptation to add thoughts, know when to offer assistance.  Merely listen until the speaker is finished.  Wait till the end of the conversation to politely clarify any confusions.  Give speakers a chance to finish their train-of-thought. 4 Do not have an agenda. 5 Do not jump to give advice. 6 Never interrupt. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  14. 14. 14 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Showing interest in a conversation means appropriate questioning and body language Qualities of Good Listeners – Details (3 of 4) These qualities assist an individual to become an improved Listener. These qualities assist an individual to become an improved Listener.  Engage with the speaker by asking relevant questions.  Ask questions in order to understand points and not to intimidate the speaker.  Ask speakers about their needs, in case of an emotional conversation.  Clarify and reiterate the agenda, in case of a business-related conversation.  Steer clear of apprehension to get a say-in.  Focus on extracting the underlying point.  Respond organically and appropriately.  Avoid dominating the conversation.  Use effective body language to demonstrate attentiveness.  Nod, lean, to show agreement or encourage speaker to continue.  Keep steady eye contact. 7 Ask follow-up questions. 8 Listen as much as (or more than) speaking. 9 Demonstrate listening. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  15. 15. 15 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro These qualities are imperative in a listener to gather meaningful information Qualities of Good Listeners – Details (4 of 4) Being a good Listener mean others reciprocating the act. Being a good Listener mean others reciprocating the act.  Wait for the speaker to finish before making a point.  Refrain from rushing to finish the conversation.  Imagine speaking to someone highly respected and esteemed.  Believe that something new will be learnt from the conversation.  Ask open-ended questions to solicit explanations from the speaker.  Remain absorbed and keen to try and learn something new from everyone.  Care and support other people and show interest in what they have to say.  Remain curious and find out more about the topic the speaker is communicating about.  Show excitement about how the speaker will reply to queries.  Summarize what the speaker has just said to show that it has been processed.  Stress important moments in the conversation.  Mention outstanding issues. 10 Be patient. 11 Listen to learn. 12 Be interested in what the speaker is interested in. 13 Summarize what has been heard. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  16. 16. 16 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Contents  Overview  Behaviors of Good Listeners  Qualities of Good Listeners  Bad Listeners  Templates The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  17. 17. 17 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Avoiding behavior epitomized by Bad Listeners projects us on the path to good listening Bad Listeners – Overview Bad Listeners cannot process information properly thus making bad decisions. Bad Listeners cannot process information properly thus making bad decisions. Identifying what a bad listener looks like helps avoid such behavior and consequentially move us on the path to becoming a good listener. Source: The Executive's Guide to Better Listening, McKinsey, 2012 Perfecting listening skills means learning what prevents us from seeking and hearing the information we need. The Opinionator The Grouch The Pretender The Preambler The Answer Man The Perservator Bad listeners may be categorized into the following 6 types: The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  18. 18. 18 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Narcissism is a common factor in Opinionators and Grouches Bad Listeners – Details (1 of 3) Diplomacy and tactful private conversation are sometimes needed to make someone listen. Diplomacy and tactful private conversation are sometimes needed to make someone listen. A person can display these behaviors at different times and under different circumstances.  Listens to others to establish if their thoughts match his/hers.  Does not listen with unbiasedness.  Spends silences during conversations as a chance to stock up on what they want to say.  Aims to intimidate conversation partners.  Tries to defeat other’s ideas.  Has disdain for others’ ideas.  Considers conversations a requisite evil.  Sends tacit signals that deride the conversation partner.  Can be made to understand a point of view but with lots of perseverance. The Opinionator The Grouch The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  19. 19. 19 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro One-sided communication is a common factor in Preamblers and Perseverators Bad Listeners – Details (2 of 3) Good Listeners set up alarm bells for their own off-putting behavior. Good Listeners set up alarm bells for their own off-putting behavior.  Aims to contain conversation partners through lengthy questions.  Applies questioning to direct the discussion, relay warnings, or produce a desired answer.  Communicates unilaterally.  Babbles endlessly.  Questions and comments aimlessly.  Does not let the conversation advance.  Uses partner’s thoughts to back own prejudices, biases, and ideas. The Preambler The Perservator The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  20. 20. 20 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Pleasing others is common among the Answer man and the Pretender Bad Listeners – Details (3 of 3) A person may display all 6 types of behavior in a single day! A person may display all 6 types of behavior in a single day!  Offers solutions even before agreement on the nature of the problem.  Anxiously desires to gratify and impress.  Has hasty responses to all points broached.  Feigns interest and even concurrence but either is disinterested in what is being said or has already formed an opinion.  Portrays body language that gives the impression of interest and understanding e.g., a knowing, ardent smile.  Does not act on any advice given or suggestion made. The Answer Man The Pretender The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  21. 21. 21 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Contents  Overview  Behaviors of Good Listeners  Qualities of Good Listeners  Bad Listeners  Templates The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  22. 22. 22 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline Critical Behaviors of Good Listeners – TEMPLATE Insert bumper. Insert bumper. Source: Power Listening, Ferrari, 2012 Remain Quiet Challenge Assumptions Demonstrate Respect 3 1 2 • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  23. 23. 23 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline Critical Behaviors of Good Listeners – TEMPLATE ALTERNATE Insert bumper. Insert bumper. Source: Power Listening, Ferrari, 2012 Demonstrate Respect Challenge Assumptions Remain Quiet 3 1 2 • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text. • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text. • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  24. 24. 24 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline 13 Key Qualities of Good Listeners – TEMPLATE Insert bumper. Insert bumper. Source: 13 Qualities of a Good Listener, Kaplan, 2019 Be fully present. React in the moment. Do not jump to give advice. Ask follow-up questions. Demonstrate listening. Listen to learn. Do not listen to respond. Do not have an agenda. Never interrupt. Listen as much as (or more than) speaking. Be patient. Summarize what has been heard. Be interested in what the speaker is interested in. 13 11 9 7 5 3 1 2 4 6 8 10 12 The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  25. 25. 25 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline 13 Key Qualities of Good Listeners – TEMPLATE ALTERNATE Insert bumper. Insert bumper. Source: 13 Qualities of a Good Listener, Kaplan, 2019 Do not listen to respond. React in the moment. Never interrupt. Do not jump to give advice. Listen as much as (or more than) speaking. Demonstrate listening. Be interested in what the speaker is interested in. Listen to learn. Summarize what has been heard. Do not have an agenda. Ask follow-up questions. Be patient. Be fully present. 12 6 8 9 10 11 13 5 7 3 2 4 1 • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  26. 26. 26 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline 6 Types of Bad Listeners – TEMPLATE Insert bumper. Insert bumper. Source: The Executive's Guide to Better Listening, McKinsey, 2012 The Opinionator The Grouch The Pretender The Preambler The Answer Man The Perservator The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  27. 27. 27 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Insert headline 6 Types of Bad Listeners – TEMPLATE ALTERNATE Insert bumper. Insert bumper. Source: The Executive's Guide to Better Listening, McKinsey, 2012 The Opinionator The Opinionator The Grouch The Grouch The Preambler The Preambler The Perseverator The Perseverator The Answer Man The Answer Man The Pretender The Pretender 1 2 3 4 5 6 • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text, • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. • Insert filler text, filler text, filler text, filler text. Insert filler text, filler text, filler text, filler text. The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  28. 28. 28 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Download 100s of similar frameworks from the FlevyPro Library: https://flevy.com/pro/library/frameworks The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  29. 29. 29 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Need more frameworks? Download our Complete Business Frameworks Reference Guide, a 350+ slide compilation of 50+ frameworks, on Flevy The Complete Business Frameworks Reference Guide is a best selling document on Flevy. It is 350+ slides--covering 50+ common management consulting frameworks and methodologies. A summary is provided for each business framework. The frameworks in this deck span across Corporate Strategy, Sales, Marketing, Operations, Organization, Change Management, and Finance. This reference guide is great for those who need a refresher on common frameworks, as well as be introduced and learn new useful frameworks. You can find this document here: http://flevy.com/browse/business-document/complete- consulting-frameworks-toolkit-644 The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  30. 30. 30 This document is an exclusive document available to FlevyPro members - http://flevy.com/pro Flevy (www.flevy.com) is the marketplace for business best practices. Our best practice business frameworks, templates, and tools are same as those produced by top-tier management consulting firms and used by Fortune 100 organizations. Flevy was founded under the principle that organizations waste a lot of time, money, and effort recreating the same foundational business documents. Our vision is for Flevy to become a comprehensive knowledge base of business best practices. All organizations, from startups to large enterprises, can use Flevy— whether it's to jumpstart projects, to find reference or comparison materials, or just to learn. Contact Us Please contact us with any questions you may have about our company. • General Inquiries support@flevy.com • Media/PR press@flevy.com • Billing billing@flevy.com The content on this page has been partially hidden. FlevyPro members can download the full document here: https://flevy.com/browse/flevypro/soft-skills-good-listening-5572
  31. 31. 1 Flevy (www.flevy.com) is the marketplace for premium documents. These documents can range from Business Frameworks to Financial Models to PowerPoint Templates. Flevy was founded under the principle that companies waste a lot of time and money recreating the same foundational business documents. Our vision is for Flevy to become a comprehensive knowledge base of business documents. All organizations, from startups to large enterprises, can use Flevy— whether it's to jumpstart projects, to find reference or comparison materials, or just to learn. Contact Us Please contact us with any questions you may have about our company. • General Inquiries support@flevy.com • Media/PR press@flevy.com • Billing billing@flevy.com

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