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Active Listening
Participant Manual
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 1
 
Learning Objectives
During this course, you will:
 Learn more about the listening process and
the different types of listening
 Discover your personal listening style
 Define active listening and better understand
the value of being an active listener
 Learn how to become an active listener
Course Takeaways
When you leave here today, you will be able to:
 Practice being an active listener
 Understand and use your listening style
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 2
Hearing vs. Listening










Hearing Listening
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 3
Listening Process
Notes:
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 4
Listening Process
Notes:
 1 2 3
14 5
 Occurs when sound waves
hit the ear
 Involves no deciphering or
interpretation
 Is a prerequisite to
listening
 Filters heard messages,
focus on some
 Can be heard or can be
white nose
 Attend better when there’s
personal gain
 Requires meaning to be
assigned to a message
 Impacted by language
interpretation
 Assigns level of importance
to the message
 Delivers feedback to the
speaker
 Can be:
 Verbal or nonverbal
 Paraphrasing
 Questions
 Recall information from
memory
 Builds relationships and
trusts
Hearing Attending Understanding
Responding Remembering
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 5
Types of Listening
 
 Perceives info
 Requires no
criticism/judgment
 Focuses on key
points
Informational
 
Critical
 Requires
understanding
 Looks for evidence
 Checks for logical
reasoning
 
Appreciative
 Listens for
entertainment
 Does not involve
analyzing
 
Empathetic
 Focuses on the
speaker’s emotion
 Allows the listener
to see another
point of view
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 6
Types of Listeners
 
 Avoids eye contact
 Withdrawn
 Lacks enthusiasm
 Seems inattentive,
disinterested & bored
Detached
 
 Provides some eye
contact
 Has an alert posture
 Gives some attention
 Reflects on the
message to a degree
 
Passive
 May make eye contact
 Fakes attention
 Uses little
energy/effort
 Appears calm & laid
back
 Active
 Has an alert posture
 Uses direct eye
contact
 Provides full attention
 Participates fully
Involved
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 7
Listening Style Inventory
The following items relate to your listening style within your work setting. Please read
each question and quickly indicate your opinion by marking the appropriate box.
1. I want to listen to what others have to say when they are talking.
Almost always Often Sometimes Seldom Almost never
2. I do not listen attentively when others are talking.
Almost always Often Sometimes Seldom Almost never
3. By listening, I can guess a speaker’s intent or purpose without being told.
Almost always Often Sometimes Seldom Almost never
4. I have a purpose for listening when others are talking
Almost always Often Sometimes Seldom Almost never
5. I keep control of my biases and attitudes when listening to others speak so that
these factors won’t affect my interpretation of the message.
Almost always Often Sometimes Seldom Almost never
6. I analyze my listening errors so as not to make them again.
Almost always Often Sometimes Seldom Almost never
7. I listen to the complete message before making judgments about what the
speaker has said.
Almost always Often Sometimes Seldom Almost never
8. I cannot tell when a speaker’s biases or attitudes are affecting his or her message.
Almost always Often Sometimes Seldom Almost never
9. I ask questions when I don’t fully understand a speaker’s message.
Almost always Often Sometimes Seldom Almost never
10.I am aware of whether or not a speaker’s meaning of words and concepts is the
same as mine.
Almost always Often Sometimes Seldom Almost never
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 8
Listening Style Inventory Interpretation
Once you have calculated the points for your inventory, add them together to arrive at a
score out of a possible 50 points.
Active (45-50)
The active listener gives full attention to listening when others are talking and focuses on what is
being said. This person expends a lot of energy participating in the speaking-listening exchange,
which is usually evidenced by an alert posture or stance and much direct eye contact.
Involved (38-44)
The involved listener gives most of his or her attention to the speaker’s words and intentions.
This person reflects on the message to a degree and participates in the speaking-listening
exchange. The involved listener practices some direct eye contact and may have alert posture or
stance, although this may be intermittent.
Passive (28-37)
The passive listener receives information as though being talked to rather than as being an equal
partner in the speaking-listening exchange. While assuming that the responsibility for the
success of the communication is the speaker’s, this listener is usually attentive, although attention
may be faked at times. The passive listener seldom expends any noticeable energy in receiving
and interpreting messages.
Detached (0-27)
The detached listener withdraws from the speaking-listening exchange and becomes the object of
the speaker’s message rather than its receiver. The detached listener is usually inattentive,
disinterested, and may be restless, bored, or easily distracted. This person’s noticeable lack of
enthusiasm may be marked by slumped or very relaxed posture and avoidance of direct eye
contact.
The scoring for all questions, but 2
and 8:
“Almost always” = 5 points
“Often” = 4 points
“Sometimes” = 3 points
“Seldom” = 2 points
“Almost never” = 1 point
For questions 2 and 8, the scoring is
reversed:
“Almost always” = 1 point
“Often” = 2 points
“Sometimes” = 3 points
“Seldom” = 4 points
“Almost never” = 5 points
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 9
What is Active Listening?
Write down the reasons that active listening is so important.
What are the benefits gained from active listening?
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 10
Combating Bad Listening Habits
Many people give reasons for not being good listeners; however, with
practice, we can eliminate many of these causes.
Write down ways to combat bad listening habits.
Steps to Becoming an Active Listener
Pay Attention
Show you are
listening
Provide positive
reinforcement
Provide effective
feedback
1
2
3
4
    Active Listening
Participant Manual
© Louisiana State Civil Service Page | 11
Summary
 Use different methods of listening to acquire assorted information
 Informal (focuses on key points)
 Critical (requires understanding, looks for evidence)
 Appreciative (entertainment)
 Emphatic (focuses on emotion, sees another point of view)
 Improve upon current listening style
 Move from detached and passive towards involved and active
listening styles.
 Take steps to become an active listener
 Pay attention
 Show you are listening
 Provide positive reinforcement
 Provide effective feedback

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Active Listening Participant Manual

  • 2.     Active Listening Participant Manual © Louisiana State Civil Service Page | 1   Learning Objectives During this course, you will:  Learn more about the listening process and the different types of listening  Discover your personal listening style  Define active listening and better understand the value of being an active listener  Learn how to become an active listener Course Takeaways When you leave here today, you will be able to:  Practice being an active listener  Understand and use your listening style
  • 3.     Active Listening Participant Manual © Louisiana State Civil Service Page | 2 Hearing vs. Listening           Hearing Listening
  • 4.     Active Listening Participant Manual © Louisiana State Civil Service Page | 3 Listening Process Notes:
  • 5.     Active Listening Participant Manual © Louisiana State Civil Service Page | 4 Listening Process Notes:  1 2 3 14 5  Occurs when sound waves hit the ear  Involves no deciphering or interpretation  Is a prerequisite to listening  Filters heard messages, focus on some  Can be heard or can be white nose  Attend better when there’s personal gain  Requires meaning to be assigned to a message  Impacted by language interpretation  Assigns level of importance to the message  Delivers feedback to the speaker  Can be:  Verbal or nonverbal  Paraphrasing  Questions  Recall information from memory  Builds relationships and trusts Hearing Attending Understanding Responding Remembering
  • 6.     Active Listening Participant Manual © Louisiana State Civil Service Page | 5 Types of Listening    Perceives info  Requires no criticism/judgment  Focuses on key points Informational   Critical  Requires understanding  Looks for evidence  Checks for logical reasoning   Appreciative  Listens for entertainment  Does not involve analyzing   Empathetic  Focuses on the speaker’s emotion  Allows the listener to see another point of view
  • 7.     Active Listening Participant Manual © Louisiana State Civil Service Page | 6 Types of Listeners    Avoids eye contact  Withdrawn  Lacks enthusiasm  Seems inattentive, disinterested & bored Detached    Provides some eye contact  Has an alert posture  Gives some attention  Reflects on the message to a degree   Passive  May make eye contact  Fakes attention  Uses little energy/effort  Appears calm & laid back  Active  Has an alert posture  Uses direct eye contact  Provides full attention  Participates fully Involved
  • 8.     Active Listening Participant Manual © Louisiana State Civil Service Page | 7 Listening Style Inventory The following items relate to your listening style within your work setting. Please read each question and quickly indicate your opinion by marking the appropriate box. 1. I want to listen to what others have to say when they are talking. Almost always Often Sometimes Seldom Almost never 2. I do not listen attentively when others are talking. Almost always Often Sometimes Seldom Almost never 3. By listening, I can guess a speaker’s intent or purpose without being told. Almost always Often Sometimes Seldom Almost never 4. I have a purpose for listening when others are talking Almost always Often Sometimes Seldom Almost never 5. I keep control of my biases and attitudes when listening to others speak so that these factors won’t affect my interpretation of the message. Almost always Often Sometimes Seldom Almost never 6. I analyze my listening errors so as not to make them again. Almost always Often Sometimes Seldom Almost never 7. I listen to the complete message before making judgments about what the speaker has said. Almost always Often Sometimes Seldom Almost never 8. I cannot tell when a speaker’s biases or attitudes are affecting his or her message. Almost always Often Sometimes Seldom Almost never 9. I ask questions when I don’t fully understand a speaker’s message. Almost always Often Sometimes Seldom Almost never 10.I am aware of whether or not a speaker’s meaning of words and concepts is the same as mine. Almost always Often Sometimes Seldom Almost never
  • 9.     Active Listening Participant Manual © Louisiana State Civil Service Page | 8 Listening Style Inventory Interpretation Once you have calculated the points for your inventory, add them together to arrive at a score out of a possible 50 points. Active (45-50) The active listener gives full attention to listening when others are talking and focuses on what is being said. This person expends a lot of energy participating in the speaking-listening exchange, which is usually evidenced by an alert posture or stance and much direct eye contact. Involved (38-44) The involved listener gives most of his or her attention to the speaker’s words and intentions. This person reflects on the message to a degree and participates in the speaking-listening exchange. The involved listener practices some direct eye contact and may have alert posture or stance, although this may be intermittent. Passive (28-37) The passive listener receives information as though being talked to rather than as being an equal partner in the speaking-listening exchange. While assuming that the responsibility for the success of the communication is the speaker’s, this listener is usually attentive, although attention may be faked at times. The passive listener seldom expends any noticeable energy in receiving and interpreting messages. Detached (0-27) The detached listener withdraws from the speaking-listening exchange and becomes the object of the speaker’s message rather than its receiver. The detached listener is usually inattentive, disinterested, and may be restless, bored, or easily distracted. This person’s noticeable lack of enthusiasm may be marked by slumped or very relaxed posture and avoidance of direct eye contact. The scoring for all questions, but 2 and 8: “Almost always” = 5 points “Often” = 4 points “Sometimes” = 3 points “Seldom” = 2 points “Almost never” = 1 point For questions 2 and 8, the scoring is reversed: “Almost always” = 1 point “Often” = 2 points “Sometimes” = 3 points “Seldom” = 4 points “Almost never” = 5 points
  • 10.     Active Listening Participant Manual © Louisiana State Civil Service Page | 9 What is Active Listening? Write down the reasons that active listening is so important. What are the benefits gained from active listening?
  • 11.     Active Listening Participant Manual © Louisiana State Civil Service Page | 10 Combating Bad Listening Habits Many people give reasons for not being good listeners; however, with practice, we can eliminate many of these causes. Write down ways to combat bad listening habits. Steps to Becoming an Active Listener Pay Attention Show you are listening Provide positive reinforcement Provide effective feedback 1 2 3 4
  • 12.     Active Listening Participant Manual © Louisiana State Civil Service Page | 11 Summary  Use different methods of listening to acquire assorted information  Informal (focuses on key points)  Critical (requires understanding, looks for evidence)  Appreciative (entertainment)  Emphatic (focuses on emotion, sees another point of view)  Improve upon current listening style  Move from detached and passive towards involved and active listening styles.  Take steps to become an active listener  Pay attention  Show you are listening  Provide positive reinforcement  Provide effective feedback