Presentation Active Listening

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Presentation Active Listening

  1. 1. Communication skills Active listening Irina Dragnea HR & Quality Manager Lotus Medica 20.03.2009
  2. 2. <ul><li>Learning objectives </li></ul><ul><li>define the concept of active listening </li></ul><ul><li>define the importance of active listening </li></ul><ul><li>use appropriate techniques to practice active listening </li></ul>
  3. 3. To listen means: <ul><li>to understand </li></ul><ul><li>to feel </li></ul><ul><li>to perceive </li></ul><ul><li>to sense </li></ul>
  4. 4. The way to become a better listener is to practice “active listening” <ul><li>Hear what people are really saying </li></ul><ul><li>Hear not only the words </li></ul><ul><li>Try to understand the hole message </li></ul>
  5. 5. The active listening is about understanding. <ul><li>We retain: </li></ul><ul><li>7% from words </li></ul><ul><li>38% from sounds (the tone of voice, rhythm, accent, pauses) </li></ul><ul><li>55% from body language </li></ul>
  6. 6. We are only really hear the first 2-5 minutes of a conversation. <ul><li>TIP: for a better concentration, try to repeat in your mind the words the speaker says. This will reinforce their message and help you control mind drift. </li></ul>
  7. 7. Becoming an active listener <ul><li>Pay attention </li></ul><ul><li>Look at the speaker directly </li></ul><ul><li>Avoid being distracted by the environmental factors </li></ul><ul><li>Listen to the speaker’s “body language” </li></ul>
  8. 8. Becoming an active listener <ul><li>Show that you are listening </li></ul><ul><li>Nod occasionally </li></ul><ul><li>Smile or use other facial expressions </li></ul><ul><li>Note your posture </li></ul><ul><li>Encourage the speaker with expressions like: yes, oh, huh, wow </li></ul>
  9. 9. Becoming an active listener <ul><li>Provide feedback </li></ul><ul><li>Paraphrasing: “What I’m hearing is…” or “Sounds like you are saying…” </li></ul><ul><li>Asking clarifying questions like: “What do you mean when you say…” </li></ul><ul><li>Summaries </li></ul>
  10. 10. Becoming an active listener <ul><li>Avoid judgment </li></ul><ul><li>Don’t interrupt </li></ul><ul><li>Choose to listen, rather than judge </li></ul><ul><li>Always allow the speaker to finish </li></ul>
  11. 11. Becoming an active listener <ul><li>Respond appropriately </li></ul><ul><li>Be candid, open and honest in your response </li></ul><ul><li>Assert your opinions respectfully </li></ul><ul><li>Put yourself in the speaker’s “shoes” </li></ul>
  12. 12. “ Smart people talk while wise people listen” Confucius

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