This document discusses the importance of active listening and provides tips to improve listening skills. It notes that people typically retain very little from conversations due to distractions and the gap between speaking and thinking speed. Effective listening is important to avoid issues like lawsuits, low morale and misunderstandings. Barriers to good communication include assumptions, distractions and poor body language. The document recommends preparing for conversations, focusing on the other speaker, asking questions and taking notes. Quotes emphasize the importance of being present, understanding others' perspectives and listening to respond rather than reply. Exercises provide opportunities to practice active listening skills.

1. The Art of Active LISTENING
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2. 1987 Study
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amount of information people were able to retain
from a face-2-face conversation
after ONE brief distraction
Source: The WSJ July 23rd 2014, “Tuning Out”

3. It’s Not You – It’s The Mind Gap
we speak at 115 words-per-minute,
we think at 825 words-per-minute
Yeah … that’s why you get so easily bored
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7 Year ago: A Washington Post experiment in Washington, D.C. ‘s subway. 1 of the world's most
famous musicians, Joshua Bell, who had sold out performances at $100’s per ticket just days prior,
was playing a $3.5 million violin in the subway for 45 minutes. 1,100 people passed and
never stopped or noticed. Will you be one of them?

4. Why Is It Important 2 Improve Listening?
• Lawsuits & Claims
• Low Morale
• Lost Respect
• Prolonged Meetings and
Discussions
• Misunderstanding
• Fewer Fresh Ideas
• Poor Customer Service
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5. Barriers to Effective Communication
• Use of imprecise language
• Display of inappropriate body
language / misreading of body
language
• Defensiveness
• Mixed messages
• Pre-existing or premature
assumptions
• A distracting environment
• Spouting Solutions
• Judgments based on cultural
differences or interpersonal
relationships
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6. What to do? What to do …
BEFORE A CONVERSATION
• Come prepared
• Do a “Brain Dump” of distractions
• Make a List of Questions / Topics
you want to cover; Prevent Brain
Freeze
• Plan to limit the amount you speak
to 20%-25% of time
• Drop the assumption you know
what they’ll say
• Turn all technology distractions off
DURING THE CONVERSATION
• Take notes
• Paraphrase
• Ask clarifying Questions
• Notice their body language, facial
expressions
• Use pauses to reflect or draw out more
info
• Face them & Maintain Eye Contact
• Focus on what they are saying vs. what
you will say next
• Let them “talk it out” – avoid letting them
know how you handled “similar’ situation;
don’t impose your solutions
• Try to visualize what they are saying
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Source: The WSJ July 23rd 2014, “Tuning Out”

7. Exercise: I need a VACATION!
Pair people in teams of 2
Talkers - describe what you want from a holiday but without mentioning a destination
Listeners - practice active listening skills –to what is being said and what is NOT quite being
said
demonstrate listening to the talker by your verbal and non verbal behavior.
After 3-4 mins the listener to summarize the three or four main issues or criteria that they have
heard the talker express and make a tentative sale of a destination. 1 minute to review how
close the listener was to what the talker said and needed. Plus one minute to review how well
they demonstrated active listening behaviors.
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8. INC. Magazine – 5 skills of Amazing Listeners
1.Be Present
2.Turn Down the Inner Voice
3.Hold Up a Mirror
4.Ask for Clarification
5.Establish Follow up
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9. Quotes to Inspire You 2 Become Better Listener
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"You cannot truly listen to
anyone and do anything
else at the same time."
M. Scott Peck
“Most people do not listen
with the intent to
understand; they listen
with the intent to
reply.” Stephen R. Covey, The 7
Habits of Highly Effective People
"When people talk, listen
completely. Most people
never listen."
Ernest Hemingway
"The art of
conversation lies
in listening." --
Malcom Forbes

10. Assignment: Listening Skills Exercise
For at least one week, at the end of every conversation
in which information is exchanged,
conclude with a summary statement
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