• ‘Every good communication starts with
• Listening is the accurate perception of what is
• People who listen are trusted more than those
who grab the talking stick
• Good listeners are perceived as competent
and capable of leadership.
IMPROVING YOUR LISTENING
• Look beyond the speakers style
– Don’t judge the message by the speaker but by
– Ask yourself what the speaker knows and you
– Decrease the emotional impact of what is being
• Fight distractions
– Close doors
– Turn off radios or televisions
– Move closer to the speaker
– Don’t interrupt
– Hold your rebuttal until you’ve heard the entire
• Provide feedback
– Let the speaker know that you are paying
– Maintaining eye contact
– Offer appropriate facial expressions
– Paraphrase what you’ve heard.
– Keep all the criticism and feedback positive.
• Listen actively
– Listen for concepts, ideas and
– Analyse the key points
– Keep an open mind
– Ask questions that clarify
– Reserve judgement until the
speaker has finished.
– Take meaningful notes that
are brief and to the point.