This document discusses tools for improving listening skills. It begins with an overview of the author's background and importance of listening. There are four types of listening: asking questions, hearing words, pausing to respond, and deeper observation. Two specific tools are discussed: pausing with cushion to thoughtfully respond without rebuttal words, and mirroring through observing tone, paraphrasing, and asking clarifying questions. Using CliftonStrengths themes and a team strengths grid can help identify how one's natural talents apply to listening. The final tool is embracing confident vulnerability. Real-world examples are provided to apply these listening tools.

1. Improving Your Listening Mojo

2. Improving Your Listening Mojo
Stevie Borne, PAC, CSP
SRSA Consulting

3. My Journey
Software Engineer
Agile Coach (2009)
Leadership Coach (2014)
Conference Speaker (2009)
Certified StrengthsFinder
Coach: SSCC (2017)
Certified People Acuity Coach:
PAC (2018)
Certified Scrum
Professional: CSP (2012)

4. Listening Gone Awry

5. Listening Well
• Builds trust
• Communicates the other
person matters
• Reduces conflict

6. Types of Listening
Asking Thoughtful Questions
Hearing Words
Pausing to Respond
Deeper Observation

7. Tool #1: Pause With Cushion
• Pause before responding
• Use cushion to keep conversation going
• “And”
• “I hadn’t thought about it like that before”
• “I heard what you said and what you said is
important”
• Avoid “but”, “however”, “nevertheless”

8. • Pause before responding
• Use cushion to keep conversation going
• “And”
• “I hadn’t thought about it like that before”
• Avoid “but”, “however”, “nonetheless”
• Driving while using a cell phone
• Casual work attire
• Text vs. phone call vs. email

9. Tool #2: Mirroring
• Keen observation
• Emulate tone of voice, body posture
• Paraphrase their words
• What I think I heard you say was…
• What does _____ mean to you?

10. • Keen observation
• Emulate tone of voice, body posture
• Paraphrase their words
• What I think I heard you say was…
• What does _____ mean to you?
Come with a complaint, concern or something you want
to share with your partner. Imagine your partner is your
manager. What topic would you bring?

11. Tool #3: CliftonStrengths
Achiever
Activator
Adaptability
Analytical
Arranger
Belief
Command
Communication
Competition
Connectedness
Consistency
Input
Intellection
Learner
Maximizer
Positivity
Relator
Responsibility
Restorative
Self-assurance
Significance
Strategic
Woo
Context
Deliberative
Developer
Discipline
Empathy
Focus
Futuristic
Harmony
Ideation
Includer
Individualization
Online assessment at:
www.gallupstrengthscenter.com

12. Team Strengths Grid

13. How Might Using Your Strengths
Improve Your Listening?

14. Tool #4: Confident Vulnerability
“I know who I am. I know who
I’m not and both are OK.”
DeAnna Murphy, CEO People Acuity,
Top 100 Global Coaching Leader

15. Making It Real
• How might you apply what you have learned in this session
to something you are experiencing now?
• What might the outcome be if you used one of these
listening tools?
• What is important about that?

16. Stevie Borne, PAC, CSP
SRSA Consulting
952-270-1153
stevie@srsaconsulting.com
www.srsaconsulting.com

17. ProjectCon, LLC
12175 Visionary Way, Suite 1220
Fishers, IN 46038
877-501-3337
ProjectConEvent.com