Why we don’t listen  <ul><li>Primary reason a consultant does not listen is because he (thinks) he already has the answer ...
Why we don’t listen <ul><li>Distraction! </li></ul><ul><li>Too many irons in the fire </li></ul><ul><li>Too many clients a...
Why we don’t listen <ul><li>Conflict </li></ul><ul><li>Time spent focusing on what to say next </li></ul><ul><li>No time s...
What is Active Listening? <ul><li>A way of listening to another person that focuses the attention on that person and on un...
Components of Active Listening <ul><li>Parroting </li></ul><ul><li>Most basic form of active listening </li></ul><ul><li>R...
Components of Active Listening <ul><li>Paraphrasing </li></ul><ul><li>Should be primary method of active listening </li></...
Components of Active Listening <ul><li>Feeling feedback is the last component of active listening </li></ul><ul><li>Diffic...
Supporting Components <ul><li>Make the commitment to listen and withhold your own opinions.  DO NOT PLAN while the client ...
Questions? Comments? Concerns? <ul><li>Nancy D. Dowdle </li></ul><ul><li>[email_address] </li></ul>
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Active Listening in Consulting

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  1. 3. Why we don’t listen <ul><li>Primary reason a consultant does not listen is because he (thinks) he already has the answer </li></ul><ul><li>Preconceived notion </li></ul><ul><li>Plan before a problem </li></ul><ul><li>Counterproductive </li></ul>
  2. 4. Why we don’t listen <ul><li>Distraction! </li></ul><ul><li>Too many irons in the fire </li></ul><ul><li>Too many clients and not enough time </li></ul><ul><li>Blackberrys and pagers </li></ul><ul><li>“ I’m too important” syndrome </li></ul>
  3. 5. Why we don’t listen <ul><li>Conflict </li></ul><ul><li>Time spent focusing on what to say next </li></ul><ul><li>No time spent on what other party is saying </li></ul><ul><li>Lack of understanding and empathy on both sides </li></ul>
  4. 6. What is Active Listening? <ul><li>A way of listening to another person that focuses the attention on that person and on understanding what that person is saying </li></ul><ul><li>Widely used tactic in education, medical fields (counseling), and consulting </li></ul><ul><li>Builds relationships, prevents misunderstandings, focuses efforts </li></ul>
  5. 7. Components of Active Listening <ul><li>Parroting </li></ul><ul><li>Most basic form of active listening </li></ul><ul><li>Restate what the speaker has said </li></ul><ul><li>Not recommended to use parroting very often in a conversation – can be condescending </li></ul>
  6. 8. Components of Active Listening <ul><li>Paraphrasing </li></ul><ul><li>Should be primary method of active listening </li></ul><ul><li>Restate what the speaker has said but in your own words </li></ul><ul><li>Gives speaker opportunity to correct any misunderstandings </li></ul>
  7. 9. Components of Active Listening <ul><li>Feeling feedback is the last component of active listening </li></ul><ul><li>Difficult to master </li></ul><ul><li>Involves incorporating feeling words with a paraphrase of what the speaker is saying </li></ul><ul><li>Great for clarification if feeling listener understands is not the feeling the speaker wishes to convey </li></ul>
  8. 10. Supporting Components <ul><li>Make the commitment to listen and withhold your own opinions. DO NOT PLAN while the client is explaining the problem! </li></ul><ul><li>Ask open-ended questions that give the client the ability to elaborate </li></ul><ul><li>Use body language to show your interest </li></ul><ul><li>Resist the urge to take copious amounts of notes. Jot one or two words maximum. Record the session with the client if given permission </li></ul>
  9. 11. Questions? Comments? Concerns? <ul><li>Nancy D. Dowdle </li></ul><ul><li>[email_address] </li></ul>

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