LinkedIn Learning course: High-impact listening | Talent Connect 2017
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Listening is a critical competency, whether you are interviewing for your first job or leading a Fortune 500 company. Surprisingly, relatively few of us have ever had any formal training in how to listen effectively. In this course, communications experts Tatiana Kolovou and Brenda Bailey-Hughes show how to assess your current listening skills, understand the challenges to effective listening (such as distractions!), and develop behaviors that will allow you to become a better listener—and a better colleague, mentor, and friend.
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LinkedIn Learning course: High-impact listening | Talent Connect 2017
- 1. Jeff Weiner Chief Executive Officer Brenda Bailey-Hughes Tatiana A. Kolovou
- 3. Image Courtesy of the US Army
- 11. “We have two ears and one mouth so that we may listen twice as much as we speak.” Epictetus, Greek Philosopher
- 15. How many bedrooms? Why was the move happening? Does Tatiana have a good relationship with her staff? How is Tatiana feeling about the meeting?
- 23. Action Plan Choose which is most important to you and which is your weakest listening purpose.
- 24. Do I need to act on this information now or later? What information do I need in order to act? Listen to the weather. Can you recall daily temperatures for the week? Take notes next time someone gives you task- specific instructions. Self-Awareness Questions Action Plan
- 25. Action Plan Choose which is most important to you and which is your weakest listening purpose.
- 26. How will this matter in five years? How would I explain this to someone outside the organization? Attend a lecture and describe the speaker’s KEY ideas. Self-Awareness Questions Action Plan
- 27. Action Plan Choose which is most important to you and which is your weakest listening purpose.
- 28. Is this a good idea or not? Is this information credible, accurate, recent? Where’s the line between fact and subjectivity? Listen to a political debate and identify flaws in the arguments of BOTH speakers. Be skeptical when information seems implicitly correct. Self-Awareness Questions Action Plan
- 29. Action Plan Choose which is most important to you and which is your weakest listening purpose.
- 30. What can I see that I can’t hear? When does appearance reflect choice? What information leaks out of others unintentionally? Watch television with the volume off. Try to follow the story. Turn the volume back on to see if you were close. Attend a party and attempt to identify couples. Self-Awareness Questions Action Plan
- 31. Action Plan Choose which is most important to you and which is your weakest listening purpose.
- 32. How does the speaker feel? How would you feel in the speaker’s place? Why is the speaker’s emotion reasonable and good? Paraphrase the emotion as well as the content of a friend who is venting to you. Avoid attempting to solve your friend’s problems. Your utility is in connection. Self-Awareness Questions Action Plan
- 40. Trio Activity ListenerSpeaker Coach Make a list of all the great listening cues your listener used. Tell a story (that lasts at least one minute) of a time when you felt extreme emotion (anger, sadness, joy, or fear). Practice SHOWING that you are listening by paraphrasing.
- 44. Listening Bias How many assumed that Prof. Smith was a woman? That Prof. Smith was American? That Prof. Smith spoke to a business audience? That Prof. Smith was a scientist? How many interpreted silence as a negative?
- 52. Action Plan Which is the easiest to avoid? Which one will you need to work on?
- 54. Three situations when you need High-Impact Listening Three things you will do differently on Monday
- 56. Jeff Weiner Chief Executive Officer Brenda Bailey-Hughes bbaileyh@indiana.edu Tatiana A. Kolovou tatianak@indiana.edu
- 57. List of Figures: Slide 4: https://upload.wikimedia.org/wikipedia/commons/d/d9/Kallimarmaron_stadium.JPG image provided by WikiCommons; https://commons.wikimedia.org/w/index.php?curid=6517570 image by Badseed (CC); http://www.publicdomainpictures.net/pictures/160000/velka/ironman-runner-training.jpg; https://pixabay.com/static/uploads/photo/2015/02/27/17/43/weights-652486_960_720.jpg; https://pixabay.com/static/uploads/photo/2014/04/16/06/46/girl-325399_960_720.jpg; https://www.flickr.com/photos/familymwr/5115357756/ image provided by the US Army; two images © Tatiana Kolovou 2017 (weight lifter and biker) Slide 6: https://www.flickr.com/photos/oregonstateuniversity/14044963397/, image by Oregon State University; All images culled from public domain aggregation websites (Creative Commons, Google Image + filters) and labeled “free for reuse with modification” or “free for commercial use.” Image attribution below. All fonts are free for commercial use. Screen captures of Benton Sans are © The Font Bureau and are used per Indiana University’s licensing agreement. GrutchShaded is © Steve Gruson, 2008. Deftone Stylus was created by Ray Larabie, ©1999-2012 Typodemic Fonts. Pastelaria is © Eduardo Recife, 2002 www.misprintedtype.com (screen capture). Creative Commons license: https://creativecommons.org/licenses/by/2.0/legalcode
- 58. Slide 7: https://www.flickr.com/photos/feverblue/5652913122/, image by Will Keightley (cropped); https://www.flickr.com/photos/ontask/6168070331/, image by Lena (cropped); https://www.flickr.com/photos/byrnessite/5792643786/, photo by Tom Byrne (cropped); https://www.flickr.com/photos/kwarz/14296826765/, image by Zeifaenger.at (cropped) Slide 8: https://www.flickr.com/photos/tom-margie/1273286308/, image by Insomnia Cured Here; https://www.flickr.com/photos/streetcarl/14629623570/, image by “Ben” Slide 9: https://www.flickr.com/photos/esthervargasc/9657863733/, image by Esther Vargas; https://www.pexels.com/photo/person-in-blue-long-sleeve-shirt-using-smart-watch-267391/, image by Pixabay Slide 10: Image © James B. Storey, Team Performance, 2016. Slide 11: https://www.flickr.com/photos/thegforcers/8065835005/in/photostream/, image by “Mike” (severely cropped, photoshopped to alter height of ladder), Creative Commons License (https://creativecommons.org/licenses/by-nc-nd/2.0/) Slide 12: https://en.wikipedia.org/wiki/File:Epictetus.png Slide 13, 14: https://upload.wikimedia.org/wikipedia/commons/5/57/Mathematical-equations-and-charts-on-blackboard_xl.jpg, image by junkimediasaus
- 59. Slide 16: https://www.flickr.com/photos/degelia/6894587439/, image by Cameron Degelia; https://www.flickr.com/photos/wackystuff/14931244568/, image by “wackystuff”; https://www.flickr.com/photos/atoach/1845092602/, image by Tim Green; Tatiana Kolovou © Team Performance, 2016; https://www.flickr.com/photos/santaolalla/36028130826/ by David Santaolalla (CC Attribution 2.0 license: https://creativecommons.org/licenses/by/2.0/) Slide 17: Image © James B. Storey, Team Performance, 2016. Pictured: Mark Richard’s Fishboy, 1994. Slide 18: https://www.flickr.com/photos/118925895@N07/12822542593/, image by NASA (public domain) Slide 19: Image © James B. Storey, Team Performance, 2015 Slide 20: https://www.flickr.com/photos/68973215@N07/14912230499/ , image by UlyssesThirtyOne (cropped) (CC Attribution 2.0 license) Slide 21: https://www.flickr.com/photos/donnieray/13987991829/, image by Donnie Ray Jones (cropped) Slide 34: https://www.pexels.com/photo/woman-hands-on-her-lips-in-black-top-208151/, image by Pexels (CC 0 license). https://en.wikipedia.org/wiki/Headline#/media/File:NYTimes-Page1-11-11-1918.jpg, image by The New York Times (public domain); http://www.publicdomainpictures.net/view-image.php?image=5383, image by Vera Kratochvil (public domain) Slide 35: Image © Tatiana Kolovou, 2017 Slide 36: Images © Tatiana Kolovou, 2017
- 60. Slide 37: Images © Tatiana Kolovou, 2017 Slide 38: Images © Tatiana Kolovou, 2017 Slide 39: https://commons.wikimedia.org/wiki/File:IP_Phone_2007-4.JPG, image by James38; font “LCD Phone” by Grafito Design (free for commercial use) (saved as picture) Slide 40: https://www.pexels.com/photo/camera-iphone-macbook-pro-office-62689/, https://www.pexels.com/photo/lighted- candles-on-cupcakes-40183/ , images by Pexels (CC 0 license) Slide 42: https://www.flickr.com/photos/jamesalmond/4591869543/, image by James Almond Slide 43: https://www.flickr.com/photos/jk_too/4547161363/, image by Jiung Kang Too (cropped) Slide 44: https://upload.wikimedia.org/wikipedia/commons/1/18/FEMA_-_39463_-_Microphones_at_the_podium.jpg, FEMA, Public Domain Slide 46: https://www.flickr.com/photos/dierkschaefer/2961565820/, image by Dierk Schaefer Slide 47: https://www.flickr.com/photos/seeminglee/3990049531, painting by See-Ming Lee (stretched); https://www.flickr.com/photos/gagilas/15178131014/, image by Petras Galigas (cropped); https://pixabay.com/en/abstract-art- pattern-background-397234/, image by wobogas (cropped), Public Domain; https://upload.wikimedia.org/wikipedia/commons/b/b4/Vassily_Kandinsky,_1913_-_Composition_7.jpg, painting by Vassily Kandinsky (1913), Public Domain. ; https://upload.wikimedia.org/wikipedia/commons/thumb/6/66/SMPTE_Color_Bars.svg/2000px-SMPTE_Color_Bars.svg.png, WikiCommons (cropped)
- 61. Slide 49: Image provided by Kelley School of Business Slide 50: https://www.pexels.com/photo/marketing-office-working-business-33999/, image by Pexels (CC 0 license) Slide 52: https://www.flickr.com/photos/jose_mmj/7592259952/, image by Jose M Martin Jimenez (cropped); https://www.flickr.com/photos/handwrite/5729103174/, image by VHD (cropped); https://www.flickr.com/photos/fabolous/8627113727/, image by Patrik Theander (cropped); https://www.flickr.com/photos/rejik/11061940035/, image by –Reji (cropped); https://www.flickr.com/photos/marycunningham/379760083/, image by cornflakegirl_ (cropped); https://www.flickr.com/photos/matthewbland/3214420282/, image by Matthew Bland (cropped); https://www.flickr.com/photos/orinrobertjohn/1421702697/, image by Orin Zebest (cropped) Thanks Again! -BBH & TK
Editor's Notes
- Visual metaphor: Handshake/connection/Talent CONNECT. Faces = thumbs. Maybe you shake hands to start the presentation.
- Mytikas, the highest peak of Mt. Olympus in Greece, the seat of the ancient Greek Gods. I have the answer on how to do it! Train like the Summer Games athletes this summer. High-impact training, high-intensity listening, and you too will win in partnerships, working relationships, and job placements.
- Standing on calls, sitting up or on a ball….research info here on energy translation on the phone
- Iceberg metaphor. Hemingway: 90% of meaning is in subtext, in what’s omitted. It takes energy to seek out the meaning beneath the surface.
- Ditch KSB IU branding and TK and TP in bottom bar
- External Link: https://iu.box.com/s/m6ivfhy1ftgek4yeh0je9i1atc78q6bi
- BEN NOTE – add one more question …..”Do you think it is a good for them to move?” (This is to get at the purpose: Can you EVALUATE what you hear? No sure what image makes sense for that, but that’s the point of the question. If slide can’t hold five images and questions, you could delete friendly st and that question.
- BEN NOTE - Manage the size of the word Recall – it seems to be larger in all of the slides including this one so looks like a title rather than one of the five purposes. WE’re changing the Nixon image out so it shouldn’t be here either…..(or on any of these slides as they repeat)
- You know you are great at recalling details if you remember names, dates, and specific information. If you ROCK at that Trivial Pursuit game, you could probably rank RECALLING DETAILS as your #1 listening skill.
- Like it sounds, this means you can grasp the overall meaning of something you hear even if you can NOT recall specific details. Do you know what the key ideas are when you are listening? If so, this is one of your listening strengths. However, if you feel that sometimes you miss the forest for the trees, then this is probably not your strong suit.
- shifts us out of AWARENESS and UNDERSTANDING of content to JUDGING content. When you listen to a salesperson talk, do you buy into everything he or she is saying or does your critical voice kick in and start questioning what you hear? Evaluating content is your strength if you listen with a discerning mind
- BEN NOTE: - looking for a free use image of a less complex visual for non verbals – it’s not about the nonverbal YOU communicate—(That’s in the presence section) It’s about whether or not you are paying attention to the nonverbal cues of others. maybe this? http://directinfo.webmanagercenter.com/wp-content/uploads/2015/06/communication.jpg Or http://blog.ematters.ae/wp-content/uploads/2014/11/non-verbal.jpg Listening is NOT just an auditory process. MUCH of the meaning of a message comes from the nonverbal cues a speaker gives us (facial expressions, body language, tone of voice.) So are you good at noticing and interpreting those body language signals? If so, give yourself a #1 on attending to subtle cues.
- Certain situations call for us to deeply understand the emotional state of the listener. Rank empathize as one of your strength areas if you are an emotional detective and find it easy to recognize when someone is upset, angry, confused, happy, and so on. If you’ve left encounters and were later surprised to find out that someone was feeling the way they were, then maybe this isn’t your strongest listening skill set.
- BEN NOTE - Manage the size of the word Recall – it seems to be larger in all of the slides including this one so looks like a title rather than one of the five purposes. WE’re changing the Nixon image out so it shouldn’t be here either…..(or on any of these slides as they repeat)
- TK: Unfortunately, that “bored young woman” picture is copyrighted. I can try to find a replacement ahead of the final draft.
- TK: I applied filters to these images in an attempt to soften their low-res edges. We’ll revisit these before the final draft. Speaking note: Facial expressions – in the United States smiling usually communicates openness, confidence and happiness. It is appropriate to smile back to your speaker when they are sharing a positive message. If you are not sure keep your smile at 20% of full capacity to demonstrate attentiveness and openness. I remember working with an executive that had the frowniest listening face I had ever seen. He would focus so attentively to what was being said, sink his chin in his hand and engage every muscle in his forehead for a full blown wrinkle fest. As a result all of his staff dreaded sharing new ideas in a meeting, or presenting in front of him. He worked hard on a 10-20% smile and a relaxed forehead while he nodded positively. It made a huge difference!
- BEN NOTES: Add title “ eye contact “ in same font as facial expressions. Then three part split screen with 1 eye contact phone, 2eye contact up 3 eye contact direct photos. Delete current pic. Speakingnote: Aug 2014 Forbes article “Fascinating Facts about Eye Contact - Eye contact produces a powerful, subconscious sense of connection that extends even to drawn or photographed eyes; a fact demonstrated by Researchers at Cornell University who manipulated the gaze of the cartoon rabbit on several Trix cereal boxes, asked a panel of adults to choose one, and discovered, as they expected, that the box most frequently chosen was the one on which the rabbit was looking directly at them, rather than away. Eye contact – like a smile, eye contact can have varied meanings around the world but in the US is used for listeners to encourage the speaker and show that they welcome their message. Regardless of geographic location I encourage you to follow the speaker’s lead with eye contact. If they are not engaging as much as you, do not try to stare them down. Mirror their behavior and make them feel comfortable by looking down or away every once in a while.
- TK: I’ll revisit these images before our final draft. Personal space – depending on how well you know your speaker your personal space can vary anywhere from 2-4feet in a familiar situation to 4 feet or more in a social situation. Regardless of the baseline space arrangement, leaning in with your head or your entire body shows that you are listening attentively. Head tilting, hand reaching or an open palm gesture saying ‘please proceed’ all communicate active listening.
- TK: I’ll revisit these images before our final draft.
- Non verbals and listening verbals matter 80/20 non-verbal/verbal mix Speaking notes: Even more important on the phone and VERBALLY response matters!! The best response is often a paraphrase—a summary in your own words that captures both the content and the emotion of what someone is feeling. TK and I demo as she tells me about X. Non verbals and listening verbals matter 80/20 non-verbal/verbal mix The literal definition of paraphrasing means to summarize a message with fewer words. This active listening technique does two things: 1) it tells the speaker that you are listening attentively and 2) it allows you to check your understanding and focus on the core of the message. If you paraphrase something that is not along the lines of their message, hopefully the speaker will communicate it again or give you a different example. Paraphrasing can sound like this: “So you are saying that…..”, “So you are upset because….”. “Can I take a minute and tell you what I have heard so far?...”, “Here’s what I hear you describe happened to this point….” I sharpened my skills of this active listening behavior when I worked in Human Resources and did conflict resolution. Often when our office got involved, two employees were not talking at all and the atmosphere was vitriolic! I would spend time listening to each and paraphrasing to try and understand the situation, their view point and their overall needs. I specifically remember the long discussions with Michael a long tenure employee in a complex organization. He was angry, frustrated and full of specific examples when we first met. The problem was that his speaking was all over the place, it jumped from old examples, things that others said, specific interactions with his ‘trouble’ colleague and his interpretations. Paraphrasing allowed me to give the information back to him and let him to identify what his priorities were, what the most important issues were for him and what he wanted as an end result.
- Speaking note: Debrief: Coaches—how did they do? Listeners: how does this compare to the level of focus and energy you bring in a staff meeting?
- Click the LinkedIn button or scroll to advance. You’ll restart the audio by re-clicking the image. External Link: https://iu.box.com/s/li5ezb4q04jlyeflj5ilsq1rdyt67rwj
- Change title to Multi-tasking/Noise
- Multi-tasking is a HUGE barrier to good listening. When we are constantly connected to EVERYONE at once, it is so tempting to allow ourselves to be distracted. Author, Marshall Goldsmith calls listening “the one skill that separates,” but he defines great listening as the ability to make another person feel as though he or she is the only other person in the room. I certainly didn’t make Tatiana feel like that during our conversation just now! Later, we’ll share some tips on how to project your attentiveness to the other person, but I can tell you, it’s NOT going to happen if you are trying to do ANYHING else but listen. Now, you may argue that you are an excellent multi-tasker. That you can really pay attention to someone while you are doing something else. Well, I’m going to challenge you a little bit on that assumption. More and more research indicates that multi-tasking is actually HARMING, not helping, our efficiency and productivity. One such research study, which was published in the Journal of Organizational Behavior and Human Decision Processes, proved that people actually end up making more errors AND slowing down overall work time when they are trying to switch back and forth between tasks. If I’m toggling back and forth between listening to one person and reading a text from another, I stand to make mistakes in understanding them both! Nor do I stand to really save any time in my day. After I misunderstand Tatiana, she’s going to have to repeat what she was saying to begin with and I’ve gained nothing. I’ve LOST her confidence and trust because I’ve NOT been a good listener.
- The metaphor here is mental noise/distraction. Our man stays calm and eventually “turns off the mental TV,” allowing presence in the moment and attention to the speaker. His immobility demonstrates discipline. Physical silence obviously means no fidgeting, swaying, glancing around with your eyes and continuously shifting positions. This does not come easy to some of us. See, I suffer from kinesthesia - the Greek word that literally means ‘sense of movement’. This is my processing and learning style so when I listen I am more likely to want to move as I take in the information. This type of processing style has been studied by pedagogy experts since the 1940s. Kinesthetic people mentally process better when movement is involved. They prefer the news on the radio when they drive, meetings that are happening while walking and in general they seem to fidget a lot, either with their feet under the table or their gestures when they speak. When you sit still and listen you give the sense that your undivided attention is on the speaker which makes you a more supportive listener. If you are a kinesthetic processor like me, you may have an easier time listening on the phone – since your physical fidgeting is not evident. When you are listening face to face you might be better served by taking some notes. Always ask for permission first “Do you mind if I take some notes?” but use this strategy when the context is appropriate. I usually do not pull out a note pad when Brenda tells me about a personal story – it would be a little too evident Once your body is saying “I hear you”, your vocalics have to follow along. Silence in golden. Cross cultural researchers have clearly shown that silence in communication of certain cultures such as Korean, Chinese and Japanese can be interpreted as respect and politeness. Wait a few seconds before you paraphrase, nod affirmatively but without saying anything, maintain strong eye contact even when the other person stops talking. Even though US culture may not value silence as much as other cultures do, using silence in your listening practice can communicate respect.
- BEN NOTE: Please match the font
- BEN NOTE: can we somehow drop this image in this backdrop to signal college students http://3.bp.blogspot.com/-bg41ygYxm8c/VHOdN-9sj7I/AAAAAAAABL8/hhF0aQ4hfj8/s1600/NDCC_IU.jpg
- TK: not sure I understand your instructions here. Do you mean someone on the phone who’s not making a face or someone without a face (clipart/shadow person)? I can add another image before final draft.
- External Link: https://iu.box.com/s/2srs5ara5sgcqawbqozxee440clw256l