Active Listening V1.4 Ext


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Presentation & Workshop on Active Listening.

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Active Listening V1.4 Ext

  1. 1. o<br />Active Listening <br />Sagar Chugh (Sr. UX)<br />Wednesday Nov 17, 2010<br />
  2. 2. "The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them."<br />Ralph Nichols<br />Wednesday Nov 17, 2010<br />
  3. 3. Types of Listening<br />Wednesday Nov 17, 2010<br />
  4. 4. What is Active Listening<br />An interviewing technique in which the interviewer rephrases participant’s responses to<br />confirm understanding. <br />Rephrasing should be neutral and provide opportunities for<br />participants to describe issues in greater depth.<br />“the heart of empathic understanding”<br />Wednesday Nov 17, 2010<br />
  5. 5. Goals of Active Listening<br />Understand and remember what is heard<br />Assess and interpret what is heard<br />Relational goals—givingpositive impressions, advancing the relationship, or demonstrating care<br />Wednesday Nov 17, 2010<br />
  6. 6. Why Active Listening<br />Active Listening helps empathizing with people<br />Discover people’s explicit & implicit needs so that they can be met through our designs<br />Helps us in getting insights/compelling realizations about the nature of the user and design space<br />Wednesday Nov 17, 2010<br />
  7. 7. Steps to practice to be effective at Active Listening<br />Wednesday Nov 17, 2010<br />
  8. 8. Seek Stories<br />Connect with People…<br />Seek stories, feelings & beliefs…<br /><ul><li>Tell me about the last time you used the email to approve a request and what did you think about it?
  9. 9. Tell about anexperience you had while using our Performance Management application to evaluate a member of your team. </li></ul>Wednesday Nov 17, 2010<br />
  10. 10. There are people who, instead of listening to what is being said to them, are already listening to what they are going to say themselves. <br />Albert Guinon<br />Wednesday Nov 17, 2010<br />
  11. 11. Put yourself in the other’s shoes and understand their Feelings<br />Understand someone unlike you in many ways…<br />See the world from someone else’s shoe…<br /><ul><li>Ask open ended questions one at a time to understand bettere.g. What do you feel should happen when you click that button?
  12. 12. Use minimal encouragers to let the person you are with them, e.g. Uuhmm,”  “Oh?” “I see,” “Right,” “Really?” “I understand,”  “Go on,” “Sure.”</li></ul>Wednesday Nov 17, 2010<br />
  13. 13. Be, and look interested<br />So the person knows you are with them<br />Wednesday Nov 17, 2010<br />
  14. 14. Always follow up with Why – lets you understand the underlying need/motivation<br />Not Judging<br />Questioning Everything<br />Totally Curious<br />Totally Curious<br />Finding Patterns<br />Great Listener<br /><ul><li>Don’t Judge, paraphrase and summarize what you understood to get a clearer picture from the user
  15. 15. Always Ask “why”, to understand the consequences and reasoning. This will help drive the design in the right direction
  16. 16. Why do you think the button should work this way?
  17. 17. Why do you think if this was done the way you are proposing it would work better: </li></ul>Wednesday Nov 17, 2010<br />
  18. 18. Active Listening Tips<br />Wednesday Nov 17, 2010<br />
  19. 19. Wednesday Nov 17, 2010<br />
  20. 20. Look for body language<br />Wednesday Nov 17, 2010<br />
  21. 21. Put yourself in the other’s place<br />Wednesday Nov 17, 2010<br />
  22. 22. Do NOT interrupt<br />Wednesday Nov 17, 2010<br />
  23. 23. Do not judge or criticize what’s being said<br />Wednesday Nov 17, 2010<br />
  24. 24. Wednesday Nov 17, 2010<br />
  25. 25. Repeat what has been said.<br />Make sure you have understood it correctly.<br />Wednesday Nov 17, 2010<br />
  26. 26. "I remind myself every morning: Nothing I say this day will teach me anything. So if I'm going to learn, I must do it by listening."<br />Larry King<br />Wednesday Nov 17, 2010<br />
  27. 27. Practice Interviewing<br />Turn to your partner and interview them about their hobbies<br />3 minutes each<br />Remember<br />Have a good conversation<br />Prompt the person to tell you stories<br />Talk about feelings<br />Follow up with a ‘why?’<br />Wednesday Nov 17, 2010<br />
  28. 28. Thank You!<br />Wednesday Nov 17, 2010<br />