Tatiana Kolovou, Lynda.com Being a good listener is a critical skill, whether you are interviewing a candidate or leading a team. However, very few of us have had any formal training in listening effectively and often times we miss important opportunities to use that skill. In this session, you will learn how "high-impact listening" will help you become a better communicator and leader and walk away with a formula for listening success. Some specifics we will cover in the session include: The 5 different reasons to listen. The exact non-verbals to show your speaker that you are present. Ways to avoid common pitfalls. Following these steps to becoming a better listener will help you thrive as an interpersonal communicator and boost your professional brand. Check out the best of Talent Connect: http://bit.ly/2e5ojNe

1. Current Indiana University, Team Performance
Previous Lynda.com, Indiana University Human Resources
Education University of Indianapolis – School of Business
Profile https://www.linkedin.com/in/tatiana-kolovou-0435a65
Email tatianak@indiana.edu
Tatiana Kolovou
Senior Lecturer at Indiana University
Bloomington, Indiana l Education Management

2. Image Courtesy of the US Army

9. Writing
Reading
Speaking
Listening
Television
Radio
CDs
Telephone
Email
Internet
Janusik and Wolvin, 2009

10. Janusik and Wolvin, 2009

11. “We have two ears and one
mouth so that we may listen
twice as much as we speak.”
Epictetus,
Greek Philosopher

15. How many bedrooms?
Why was the move happening?
Does Tatiana have a good
relationship with her staff?
Did Tatiana seem stressed?

16. Purpose #1:
Recalling
Details

17. Purpose #2:
Seeing the
Big Picture

18. Purpose #3:
Evaluating
Content

19. Purpose #4:
Attending to
Subtle Cues

20. Purpose #5:
Finding
Empathy

22. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
listening
purpose.

23. Do I need to act
on this information
now or later?
What information
do I need in order
to act?
Listen to the weather.
Can you recall daily
temperatures for the
week?
Take notes next time
someone gives you
task-specific
instructions.
Self-Awareness Questions Action Plan

24. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
listening
purpose.

25. How will this matter
in five years?
How would I
explain this to
someone outside
the organization?
Attend a lecture
and describe the
speaker’s KEY
ideas.
Self-Awareness Questions Action Plan

26. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
listening
purpose.

27. Is this a good idea
or not?
Is this information
credible,
accurate,
recent?
Where’s the line
between fact and
subjectivity?
Listen to a political
debate and
identify flaws in the
arguments of BOTH
speakers.
Be skeptical when
information seems
implicitly correct.
Self-Awareness Questions Action Plan

28. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
listening
purpose.

29. What can I see
that I can’t hear?
When does
appearance
reflect choice?
What information
leaks out of others
unintentionally?
Watch television with
the volume off. Try to
follow the story. Turn
the volume back on
to see if you were
close.
Attend a party and
attempt to identify
couples.
Self-Awareness Questions Action Plan

30. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
listening
purpose.

31. How does the
speaker feel?
How would you feel
in the speaker’s
place?
Why is the speaker’s
emotion reasonable
and good?
Paraphrase the
emotion as well as the
content of a friend
who is venting to you.
Avoid attempting to
solve your friend’s
problems. Your utility
is in connection.
Self-Awareness Questions Action Plan

38. Personal Space

42. Speakers! The listener is your boss. A
colleague has upset you at work.
Vent your frustrations without
damaging relationships. Use your
most persuasive non-verbals.
Partner Activity Scenario

43. Partner Activity Scenario
Before
June 1st
After
June 1st
Face the
Screen
Turn Your
Back
SpeakerListener

44. Listeners! Give the speaker your
best non-verbals, clarifiers, eye
contact, and verbal interjections.
Make an effort not to become
distracted!
Partner Activity Scenario

45. Action
Plan
Choose
which is
most
important
to you and
which is
your
weakest
presence
skill.

47. Environment
Technology
Distractions

48. The prefrontal cortex, the brain's control center, must
work harder to force itself not to process any strong
verbal stimuli…The more cognitive work required to
screen out unwanted input, the fewer…resources
remain for the task at hand. And the longer you try to
concentrate amid competing distractions, the
worse your performance will be.
- Dr. Robert Desimone, Director of the McGovern Institute for Brain Research at
MIT in an article by Sue Shellenbarger in The Wall Street Journal

50. Listening Bias
How many assumed that Prof. Smith was a woman?
That Prof. Smith was American?
That Prof. Smith spoke to a business audience?
That Prof. Smith was a scientist?
How many interpreted silence as a negative?

55. Action
Plan
Which is the
easiest to
avoid?
Which one
will you
need to
work on?

57. Three situations when you need High-Impact Listening™
Three things you will do differently on Monday

59. Current Indiana University, Team Performance
Previous Lynda.com, Indiana University Human Resources
Education University of Indianapolis – School of Business
Profile https://www.linkedin.com/in/tatiana-kolovou-0435a65
Email tatianak@indiana.edu
Tatiana Kolovou
Senior Lecturer at Indiana University
Bloomington, Indiana l Education Management

60. List of Figures:
Throughout: https://upload.wikimedia.org/wikipedia/commons/thumb/e/e9/Linkedin_icon.svg/2000px-
Linkedin_icon.svg.png
Slide 1: https://upload.wikimedia.org/wikipedia/commons/thumb/0/01/LinkedIn_Logo.svg/1280px-
LinkedIn_Logo.svg.png; https://pixabay.com/p-304896/?no_redirect (public domain)
Slide 2:
https://upload.wikimedia.org/wikipedia/commons/d/d0/Louis_entering_Kallimarmaron_at_the_1896_Athens_Ol
ympics.jpg; https://commons.wikimedia.org/w/index.php?curid=6517570 image by Badseed (CC);
http://www.publicdomainpictures.net/pictures/160000/velka/ironman-runner-training.jpg;
https://pixabay.com/static/uploads/photo/2015/02/27/17/43/weights-652486_960_720.jpg;
https://pixabay.com/static/uploads/photo/2014/04/16/06/46/girl-325399_960_720.jpg;
https://www.flickr.com/photos/familymwr/5115357756/ image provided by the US Army;
All images culled from public domain aggregation websites (Creative Commons, Google Image + filters) and
labeled “free for reuse with modification” or “free for commercial use.” Image attribution below.
All fonts are free for commercial use. Screen captures of Benton Sans are © The Font Bureau and are used per
Indiana University’s licensing agreement. GrutchShaded is © Steve Gruson, 2008. Deftone Stylus was created by
Ray Larabie, ©1999-2012 Typodemic Fonts. Pastelaria is © Eduardo Recife, 2002 www.misprintedtype.com
(screen capture).
Creative Commons license: https://creativecommons.org/licenses/by/2.0/legalcode

61. Slide 3: https://www.flickr.com/photos/oregonstateuniversity/14044963397/, image by Oregon State University;
Slide 4: https://www.flickr.com/photos/feverblue/5652913122/, image by Will Keightley (cropped);
https://www.flickr.com/photos/ontask/6168070331/, image by Lena (cropped);
https://www.flickr.com/photos/byrnessite/5792643786/, photo by Tom Byrne (cropped);
https://www.flickr.com/photos/kwarz/14296826765/, image by Zeifaenger.at (cropped)
Slide 5: Image © James B. Storey, Team Performance, 2016.
Slide 6: https://www.flickr.com/photos/brittanystevens/13947832357/, image by Brittany Stevens
Slide 7: https://www.flickr.com/photos/tom-margie/1273286308/, image by Insomnia Cured Here;
https://www.flickr.com/photos/streetcarl/14629623570/, image by “Ben”
Slide 8: https://www.flickr.com/photos/esthervargasc/9657863733/, image by Esther Vargas
Slide 11: https://www.flickr.com/photos/miller_center/5840212844/, image by the Miller Center
Slide 12: https://en.wikipedia.org/wiki/File:Epictetus.png
Slide 13: https://upload.wikimedia.org/wikipedia/commons/5/57/Mathematical-equations-and-charts-on-
blackboard_xl.jpg, image by junkimediasaus

62. Slide 16: https://www.flickr.com/photos/degelia/6894587439/, image by Cameron Degelia;
https://www.flickr.com/photos/wackystuff/14931244568/, image by “wackystuff”;
https://www.flickr.com/photos/atoach/1845092602/, image by Tim Green; stress ball Image ©James B. Storey, Team
Performance, 2016
Slide 17: Image © James B. Storey, Team Performance, 2016. Pictured: Mark Richard’s Fishboy, 1994.
Slide 18: https://www.flickr.com/photos/118925895@N07/12822542593/, image by NASA (public domain)
Slide 19: Image © James B. Storey, Team Performance, 2015
Slide 20: https://commons.wikimedia.org/wiki/File:TNC-172_Kennedy-Nixon_First_Presidential_Debate,_1960.webm,
Public Domain, Title 17, Chapter 1, Section 105 of the US Code
Slide 21: https://www.flickr.com/photos/donnieray/13987991829/, image by Donnie Ray Jones (cropped)
Slide 34: https://www.flickr.com/photos/imagesbywestfall/3989426622/, image by Greg Westfall (cropped);
https://en.wikipedia.org/wiki/Headline#/media/File:NYTimes-Page1-11-11-1918.jpg, image by The New York Times
(public domain); http://www.publicdomainpictures.net/view-image.php?image=5383, image by Vera Kratochvil
(public domain)
Slide 35: https://commons.wikimedia.org/wiki/File:IP_Phone_2007-4.JPG, image by James38
Slide 36: Image © Christi Walton, 2016 (used by permission)

63. Slide 37:
https://upload.wikimedia.org/wikipedia/commons/3/38/Obama_listening_to_LaHood_at_FEMA_HQ_meeting_2012-
10-31.jpg, The White House, Public Domain;
https://upload.wikimedia.org/wikipedia/commons/thumb/5/5e/Barack_Obama_listens_during_a_meeting_with_Se
cretary_of_State_Hillary_Rodham_Clinton_and_Chief_of_Staff_Rahm_Emanuel_at_Blair_House.jpg/, The White
House, Public Domain
Slide 38: https://www.flickr.com/photos/29725557@N00/3692622705/, image by amandabanana87 (cropped, font
overlay)
Slide 39: http://static.kremlin.ru/media/events/photos/big/O6FYQ9AEmXSMtzjIAhVvelA3gLSTozdw.jpg, image
courtesy Russia (state media, labeled for re-use)
Slide 40: https://www.flickr.com/photos/seeminglee/3990049531, painting by See-Ming Lee (stretched);
https://www.flickr.com/photos/gagilas/15178131014/, image by Petras Galigas (cropped);
https://pixabay.com/en/abstract-art-pattern-background-397234/, image by wobogas (cropped), Public Domain;
https://upload.wikimedia.org/wikipedia/commons/b/b4/Vassily_Kandinsky,_1913_-_Composition_7.jpg, painting by
Vassily Kandinsky (1913), Public Domain. ;
https://upload.wikimedia.org/wikipedia/commons/thumb/6/66/SMPTE_Color_Bars.svg/2000px-
SMPTE_Color_Bars.svg.png, WikiCommons (cropped)
Slide 41: https://www.flickr.com/photos/jamesalmond/4591869543/, image by James Almond
Slide 42: https://www.flickr.com/photos/jk_too/4547161363/, image by Jiung Kang Too (cropped)

64. Slide 43: https://www.flickr.com/photos/psd/3149878971/, image by Paul Downey (cropped)
Slide 48: https://www.flickr.com/photos/dierkschaefer/2961565820/, image by Dierk Schaefer
Slide 49: https://www.flickr.com/photos/tiagonicastro/2447226527/, image by Tiago Nicastro
Slide 50: https://upload.wikimedia.org/wikipedia/commons/1/18/FEMA_-_39463_-
_Microphones_at_the_podium.jpg, FEMA, Public Domain
Slide 56: https://www.flickr.com/photos/jose_mmj/7592259952/, image by Jose M Martin Jimenez (cropped);
https://www.flickr.com/photos/handwrite/5729103174/, image by VHD (cropped);
https://www.flickr.com/photos/fabolous/8627113727/, image by Patrik Theander (cropped);
https://www.flickr.com/photos/rejik/11061940035/, image by –Reji (cropped);
https://www.flickr.com/photos/marycunningham/379760083/, image by cornflakegirl_ (cropped);
https://www.flickr.com/photos/matthewbland/3214420282/, image by Matthew Bland (cropped);
https://www.flickr.com/photos/orinrobertjohn/1421702697/, image by Orin Zebest (cropped)