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Big Design, Sept 2015 #BigD15 - @KarenBachmann 2
Hearing and Listening
Hearing
Mechanism of the ear
A sense
Perceiving sound
Passive
Continuous and pervasive
Listening
Ear...
Listening depends on more than just
the hearing sense
Big Design, Sept 2015 #BigD15 - @KarenBachmann 4
How we listen
• Listening is unique to each person
• Active or Conscious
• Inner
• Outer
• Created
• Focused
Big Design, S...
Big Design, Sept 2015 #BigD15 - @KarenBachmann 6
Listening is at the heart of building empathy
Listening is an active prac...
Why is listening a struggle?
Constant noise
Hearing fatigue
Distraction
Internal barriers
Not valued like speaking
Not tau...
Communication model
focuses on sender
Sender Receiver
Feedback
Message Channel
Big Design, Sept 2015 #BigD15 - @KarenBachm...
Communication model
focuses on sender
Sender Receiver
Feedback
Message Channel
Big Design, Sept 2015 #BigD15 - @KarenBachm...
Barriers and filters
Values and beliefs
Attitudes
Expectations
Intentions
Culture
Situational barriers
Big Design, Sept 20...
Bad listening habits
• Forming a response before the speaker finishes
• Reliance on other channels – recordings and writin...
Active listening exercises
• Silence
• “The mixer”
• Savoring
• Changing listening positions
• RASA = Receive, Appreciate,...
Big Design, Sept 2015 #BigD15 - @KarenBachmann 13
Practice, as with any skill
Evaluate against benchmarks or with a partne...
Creating “a listening”
• Understanding listening positions – awareness, presence,
consciousness
• Actively designing “a li...
Types of Listening
• Informational Listening (Listening to learn)
• Critical Listening (Listening to evaluate and analyze)...
Informational and Critical Listening
Big Design, Sept 2015 #BigD15 - @KarenBachmann 16
Give the gift of enough silence
Kno...
Therapeutic or Empathetic Listening
Big Design, Sept 2015 #BigD15 - @KarenBachmann 17
Understanding vs. retention
Humble q...
Takeaways
• Listening relies on multiple senses
• Listening is a key to empathy
• Listening faces many challenges,
but you...
Big Design, Sept 2015 #BigD15 - @KarenBachmann 19
Big Design, Sept 2015 #BigD15 - @KarenBachmann 20
As the Research & Strategy Practice Lead with Perficient, I lead a cross...
Resources
• Listening Skills: http://www.skillsyouneed.com/ips/listening-skills.html
• International Listening Association...
Listen up! Improving listening skills and awareness
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Listen up! Improving listening skills and awareness

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In school, we are explicitly taught how to read and write and how to speak, but we are just assumed to know how to listen effectively. In our work lives, speaking is considered contributing to the work, but listening is undervalued. Advice given on good listening habits is often very high level and general. To be effective at user experience, though, we have to be excellent listeners in a variety of situations. Karen shares how to raise this skill up to the next level to become more effective at listening in all the ways our work demands.

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Listen up! Improving listening skills and awareness

  1. 1. Big Design, Sept 2015 #BigD15 - @KarenBachmann 2
  2. 2. Hearing and Listening Hearing Mechanism of the ear A sense Perceiving sound Passive Continuous and pervasive Listening Ears are only one input A skill Making meaning from sound Active Conscious and selective Big Design, Sept 2015 #BigD15 - @KarenBachmann 3
  3. 3. Listening depends on more than just the hearing sense Big Design, Sept 2015 #BigD15 - @KarenBachmann 4
  4. 4. How we listen • Listening is unique to each person • Active or Conscious • Inner • Outer • Created • Focused Big Design, Sept 2015 #BigD15 - @KarenBachmann 5
  5. 5. Big Design, Sept 2015 #BigD15 - @KarenBachmann 6 Listening is at the heart of building empathy Listening is an active practice of empathy
  6. 6. Why is listening a struggle? Constant noise Hearing fatigue Distraction Internal barriers Not valued like speaking Not taught or practiced Big Design, Sept 2015 #BigD15 - @KarenBachmann 7
  7. 7. Communication model focuses on sender Sender Receiver Feedback Message Channel Big Design, Sept 2015 #BigD15 - @KarenBachmann 8
  8. 8. Communication model focuses on sender Sender Receiver Feedback Message Channel Big Design, Sept 2015 #BigD15 - @KarenBachmann 9
  9. 9. Barriers and filters Values and beliefs Attitudes Expectations Intentions Culture Situational barriers Big Design, Sept 2015 #BigD15 - @KarenBachmann 10
  10. 10. Bad listening habits • Forming a response before the speaker finishes • Reliance on other channels – recordings and writing • Not recognizing our own preconceptions and biases • “Translating” • Impatience • Distraction • Disinterest Big Design, Sept 2015 #BigD15 - @KarenBachmann 11
  11. 11. Active listening exercises • Silence • “The mixer” • Savoring • Changing listening positions • RASA = Receive, Appreciate, Summarize, Ask • Practice and self-evaluation • Techniques that improve mindfulness and discipline Big Design, Sept 2015 #BigD15 - @KarenBachmann 12
  12. 12. Big Design, Sept 2015 #BigD15 - @KarenBachmann 13 Practice, as with any skill Evaluate against benchmarks or with a partner Persist
  13. 13. Creating “a listening” • Understanding listening positions – awareness, presence, consciousness • Actively designing “a listening” • Not setting up the session or writing your script • Preparing your mind to receive • Preparing the context mindful of all the potential barriers and remove as many as possible • Planning to check on your listening • "Where am I listening from?” • “Is this working for me?” Big Design, Sept 2015 #BigD15 - @KarenBachmann 14
  14. 14. Types of Listening • Informational Listening (Listening to learn) • Critical Listening (Listening to evaluate and analyze) • Therapeutic or Empathetic Listening (Listening to understand feeling and emotion) • Appreciative Listening (Listening for enjoyment) • Rapport Listening (Listening to create connection) • Selective Listening (Listening for specific information) Big Design, Sept 2015 #BigD15 - @KarenBachmann 15
  15. 15. Informational and Critical Listening Big Design, Sept 2015 #BigD15 - @KarenBachmann 16 Give the gift of enough silence Know and control your biases and inner voice Accept their mental model (listen with heart) Summarize and Ask (RASA)
  16. 16. Therapeutic or Empathetic Listening Big Design, Sept 2015 #BigD15 - @KarenBachmann 17 Understanding vs. retention Humble questioning Receive and Appreciate (RASA)
  17. 17. Takeaways • Listening relies on multiple senses • Listening is a key to empathy • Listening faces many challenges, but you can manage them • Listening is a learnable skill • Listening is a lifetime practice • We can design our listenings in every facet of our work Big Design, Sept 2015 #BigD15 - @KarenBachmann 18
  18. 18. Big Design, Sept 2015 #BigD15 - @KarenBachmann 19
  19. 19. Big Design, Sept 2015 #BigD15 - @KarenBachmann 20 As the Research & Strategy Practice Lead with Perficient, I lead a cross- discipline team of user researchers, UX strategists, IAs, content strategists, BAs, and analytics experts. Feel free to connect with me through any channel you may find me: karen.bachmann@gmail.com @karenbachmann www.linkedin.com/pub/karen-bachmann/4/a/884/ Despite all the dog pics, I live with 6 ferrets who expect me and the other human to listen to them, not the other way around. Got treats?
  20. 20. Resources • Listening Skills: http://www.skillsyouneed.com/ips/listening-skills.html • International Listening Association: http://www.listen.org/ • Conscious Listening, Julian Treasure (Udemy) • People Skills for UX: Listening with Julian Treasure and Steve Portigal • How to Speak, How to Listen, Mortimer J. Adler • Can We Just, Like, Get Over the Way Women Talk?, Ann Friedman http://nymag.com/thecut/2015/07/can-we-just-like-get-over-the-way-women- talk.html?mid=twitter-share-thecut • Are You Leading or Lording? https://www.linkedin.com/pulse/you-leading-lording-bill-j-koza • 17 Secrets to Native listening Skill in English, Gabby Wallace (Udemy) Big Design, Sept 2015 #BigD15 - @KarenBachmann 21

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