29 Career Development Listening Skills


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29 Career Development Listening Skills

  1. 1. Career Development “ Are you paying attention to me?” Listening Skills
  2. 2. Objectives for this presentation: <ul><li>Understand the importance of listening. </li></ul><ul><li>Identify ways to demonstrate active listening. </li></ul>
  3. 3. Are You a Good Listener? <ul><li>Have you ever wondered if you a good listener? </li></ul><ul><li>You appreciate it when others listen to what you have to say, especially in the workplace. </li></ul>
  4. 4. Do You… <ul><li>Talk when others are talking? </li></ul><ul><li>Often have to ask people to repeat themselves? </li></ul><ul><li>Often interrupt others when they’re talking? </li></ul>
  5. 5. Do You… cont’d <ul><li>Let your feelings for the speaker interfere with your listening ability? </li></ul><ul><li>Jump to conclusions before the speaker is finished talking? </li></ul>
  6. 6. Characteristics of Poor Listeners <ul><li>The following are all examples of poor listening skills. </li></ul><ul><ul><li>Poor listeners use statements blocking the person speaking from staying on topic. </li></ul></ul><ul><li> Example: </li></ul><ul><ul><li>“ The facts are…” </li></ul></ul><ul><ul><li>“ You had better…” </li></ul></ul><ul><ul><li>“ You should…” </li></ul></ul><ul><ul><li>“ It doesn’t really matter…” </li></ul></ul>
  7. 7. <ul><li>Poor listeners interrupt the speaker, uses thoughts from what the other person has just said and expresses their own thoughts. </li></ul><ul><li>Example: </li></ul><ul><li>“ Oh, well, I know. Listen what happened to me in the situation…” </li></ul><ul><li>“ Always trying to one-up a story…” </li></ul>Characteristics of Poor Listeners cont’d :
  8. 8. <ul><li>Pool listeners talk about their thoughts without giving any indication they heard what the other person has said. </li></ul><ul><li>Example: </li></ul><ul><li>Speaker: “I am feeling really overworked and stressed out.” </li></ul><ul><li>Listener: “Have you seen my keys?” </li></ul>Characteristics of Poor Listeners cont’d :
  9. 9. What is Active Listening? <ul><li>In the workplace, people don’t always say what they mean. Learning to become a better listener can greatly improve workplace communications. </li></ul><ul><li>Active listening: </li></ul><ul><li>Is listening beyond words in order to understand the deeper message. Active listeners are able to detect and reflect the feelings that give emotional energy to language. </li></ul>
  10. 10. <ul><li>Focus your attention on the speaker and the topic. </li></ul><ul><ul><li>Find a quiet space where you can avoid distractions. </li></ul></ul><ul><li>Set aside your own feelings and prejudices. </li></ul><ul><ul><li>Remind yourself that you’re there to be the listener, not offer your opinion. </li></ul></ul>Tips to become an active listener:
  11. 11. <ul><li>Pay attention to the speaker’s body language and facial expressions. </li></ul><ul><ul><li>This is often the way to sense how someone is really feeling. </li></ul></ul><ul><li>Use “Door Openers” </li></ul><ul><ul><li>These statements convey interest and keep the person talking: </li></ul></ul><ul><ul><li>Example: </li></ul></ul><ul><ul><ul><li>“ Tell me more…” </li></ul></ul></ul><ul><ul><ul><li>“ That sounds interesting…” </li></ul></ul></ul><ul><ul><ul><li>“ When did it happen…” </li></ul></ul></ul>Tips to become an active listener cont’d :
  12. 12. <ul><li>Paraphrase Feelings Accurately: </li></ul><ul><li>The listener waits until the speaker pauses, as if expecting some sort of response from the listener. The listener make a statement labeling the feeling he/she heard. </li></ul><ul><li> Example: </li></ul><ul><ul><li>“ You’re saying…, You feel that…, If I understand you, you feel this way about this situation…” – You say you feel ______, but you seem ______ when talking about this… </li></ul></ul>Tips to become an active listener cont’d :
  13. 13. <ul><li>Paraphrase Content Accurately. </li></ul><ul><li>The listener waits until the speaker is through speaking and repeats the content of what he/she has heard in his/her own words. </li></ul><ul><li> Example: </li></ul><ul><ul><li>“ In other words, it is your decision to…” </li></ul></ul><ul><ul><li>“ These seem to be the key ideas you have expressed…” </li></ul></ul>Tips to become an active listener cont’d : Reservationists or Operators will paraphrase “content” accurately
  14. 14. <ul><li>Ask non-threatening questions: </li></ul><ul><li>Keep your questions to a minimum. Give the speaker opportunity to think about the question before they respond. Try asking questions that will help the speaker arrive at their own conclusions. </li></ul><ul><li>Example: </li></ul><ul><li>“ How?” “What?” “Could?” “Do?” “Did?” “Would?” “Is?” “Are?” </li></ul>Tips to become an active listener cont’d :
  15. 15. <ul><li>Use Acknowledgement Responses: </li></ul><ul><li>These statements pull together ideas and facts as well as establish a basis for further understanding. </li></ul><ul><li>Example: </li></ul><ul><li>“ mmm…” “yes…” </li></ul><ul><li>“ right…” “certainly…” </li></ul><ul><ul><li>Using these techniques, the listeners feel validated and supported without being judged. </li></ul></ul>Tips to become an active listener cont’d :
  16. 16. Body Language and Listening Skills <ul><li>Good listening is more than what words you use when listening. </li></ul><ul><li>Active listeners communicate without interrupting. </li></ul><ul><li>They use body language to demonstrate their attention and interest. </li></ul>
  17. 17. <ul><li>Occasionally nod your head in agreement with what the speaker is say, but don’t be a “bobble-head.” </li></ul>While Listening Actively:
  18. 18. <ul><li>Don’t fold your arms: </li></ul><ul><ul><li>The speaker may interpret it as a sign of negativity or hostility. </li></ul></ul>While Listening Actively cont’d :
  19. 19. <ul><li>Make eye contact. </li></ul><ul><li>Smile encouragingly. </li></ul><ul><li>Give the speaker personal space. </li></ul>While Listening Actively cont’d :
  20. 20. Resources: <ul><li>Listening: The Forgotten Skill </li></ul><ul><ul><li>By: Madelyn Burley-Allen </li></ul></ul>
  21. 21. Thank you <ul><li>This conclude this presentation on: </li></ul><ul><li>Listening Skills </li></ul><ul><li>“ Are you paying attention to me?” </li></ul>