This document discusses the importance of listening skills, especially in the context of emotional intelligence. It covers the five domains of emotional intelligence including recognizing emotions in oneself and others. Effective listening is an active process that requires focusing attention on fully understanding verbal and nonverbal messages. Developing listening skills through mindfulness, storytelling and paying attention to music can improve emotional awareness and strengthen relationships and communication.
Developing Agent Empathy Through Emotional IntelligenceAggregage
Empathy is the ability to sense another person’s emotions and understand how they feel and why. Practicing empathy is not only foundational to good customer service––it improves customer satisfaction.
But how do contact center leaders assess, manage, and coach agents to show empathy? Can empathy be taught?
Yes! Emotional Intelligence provides a framework for understanding and managing human emotions. Learn how to name emotions instantly with a practical emotional model. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
This webinar will cover:
• Why it’s important for contact centers to understand and practice customer empathy
• How to use Emotional Intelligence to recognize and respond to customer emotions
• How to coach agents to improve their Emotional Intelligence and empathy skills
This document illustrates importance of listening skills in business success. It first explains types of failures in Listening Skills and later on details "10 commandments of Listening". Ms. Parul Raj
Associate Professor
JIMS Rohini
What is Emotional Intelligence. How to develop your Emotional Intelligence.
Presentation made by Philippe Grall, Executive Coach & Trainer.
President of Equilibre Inc.
www.e-quilibre.jp
Developing Agent Empathy Through Emotional IntelligenceAggregage
Empathy is the ability to sense another person’s emotions and understand how they feel and why. Practicing empathy is not only foundational to good customer service––it improves customer satisfaction.
But how do contact center leaders assess, manage, and coach agents to show empathy? Can empathy be taught?
Yes! Emotional Intelligence provides a framework for understanding and managing human emotions. Learn how to name emotions instantly with a practical emotional model. Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center.
This webinar will cover:
• Why it’s important for contact centers to understand and practice customer empathy
• How to use Emotional Intelligence to recognize and respond to customer emotions
• How to coach agents to improve their Emotional Intelligence and empathy skills
This document illustrates importance of listening skills in business success. It first explains types of failures in Listening Skills and later on details "10 commandments of Listening". Ms. Parul Raj
Associate Professor
JIMS Rohini
What is Emotional Intelligence. How to develop your Emotional Intelligence.
Presentation made by Philippe Grall, Executive Coach & Trainer.
President of Equilibre Inc.
www.e-quilibre.jp
Learn how to be a good communicator through theory and various business case. This presentation we are very proud which gain a lot of good feedback >< Thank to our great team (Donut Palmy and Boom)
Presentation about Leadership and Emotional Intelligence made in Phoenix, AZ in October 2014 at PMI (Project Management Institute) North America LIM (Leadership Institute Meeting).
"The five dysfunctions of a Team" is a very powerful and popular model of Teamwork (or rather: Teamwork as it should not be) by Patrick Lencioni. This session will explain the model, how today’s agile processes already prevent those dysfunctions and moreover what you can do to overcome them.
Hey Everybody! I am Kalpana and in this presentation I am going talk about balance between life and work from which people suffer from many conditions. Don't get depressed about it . It's your life live it your way, not too much or too less.
All in the timing: How To Understand & Connect With the Precontemplative Person(mostly) TRUE THINGS
To change habits - e.g. smoking or eating the wrong foods in personal life, or introduce new processes in a workplace - we need a combination of desire and competence. Health care providers and educators can unintentionally sabotage change efforts when information and interventions designed for people ready for action are applied to people who are precontemplaitve - which research shows may be as many as 85% of those who present for help with a problem. This presentation explores how to understand and connect with a precontemplative person.
Learn how to be a good communicator through theory and various business case. This presentation we are very proud which gain a lot of good feedback >< Thank to our great team (Donut Palmy and Boom)
Presentation about Leadership and Emotional Intelligence made in Phoenix, AZ in October 2014 at PMI (Project Management Institute) North America LIM (Leadership Institute Meeting).
"The five dysfunctions of a Team" is a very powerful and popular model of Teamwork (or rather: Teamwork as it should not be) by Patrick Lencioni. This session will explain the model, how today’s agile processes already prevent those dysfunctions and moreover what you can do to overcome them.
Hey Everybody! I am Kalpana and in this presentation I am going talk about balance between life and work from which people suffer from many conditions. Don't get depressed about it . It's your life live it your way, not too much or too less.
All in the timing: How To Understand & Connect With the Precontemplative Person(mostly) TRUE THINGS
To change habits - e.g. smoking or eating the wrong foods in personal life, or introduce new processes in a workplace - we need a combination of desire and competence. Health care providers and educators can unintentionally sabotage change efforts when information and interventions designed for people ready for action are applied to people who are precontemplaitve - which research shows may be as many as 85% of those who present for help with a problem. This presentation explores how to understand and connect with a precontemplative person.
Effective teaching is more than a good lecture. In fact, it may be NO lecture at all. This presentation suggests dozens of effective structures. While many are not fully explained here, they are easily found in many locations on the internet and in the woks of Gardner, Tomlinson, Marzano, Sternberg, Costa, Solomon and others.
The Art of Listening shows how important is listening in communication and to lead a better life. one will opent the book of life only when one understands the art of listening
Five Fun Activities to Build Listening Skillsallisg43
Can listening activities be fun and motivating? These slides look at listening in the EFL classroom and outline five fun and easy-to-use activities to help EFL learners build listening skills in an enjoyable and exciting way. Material from the e-future texts Listen Up and Listen Up Plus are used in the slides.
These slides are from a presentation delivered at KOTESOL in Seoul on October 12th, 2013.
This slide will guide an individual to enhance their listening skills, and make them aware about its different aspects which influence their social activities.
“Appreciative Inquiry is the cooperative search for the best in people, their organizations, and the world around them. It involves systematic discover of what gives a system ‘life’ when it is most effective and capable in economic, ecological, and human terms.” Cooperrider, D.L. & Whitney, D
It is a methodology aimed at the development of the organization based on the assumption that inquiry into and dialogue about strengths, successes, values, hopes and dreams is in itself transformational.
The process used to generate the power of Appreciative Inquiry is the 4-D Cycle:
Discovery - Dream - Design - Destiny
Discovery: The Discovery phase is a diligent and extensive search to understand the "best of what is" and "the best of what has been."
Dream: The Dream phase is an energizing exploration of "what might be:"
Design: The Design phase involves making choices about "what should be" within an organization or system.
Destiny: The Destiny phase initiates a series of inspired actions that support ongoing learning and innovation - or "what will be."
School leaders and teachers are searching for a purpose and a sense of identity. We want more than just pay; we want a ‘sense of mission’. When you believe in a professional way of doing your job you have to be able to transmit this to all the people involved in teaching/learning process.
The Appreciative Inquiry methodology helps to create our identity and to transmit our values and beliefs. Educational institutions need to be knowledge rich, adaptable and permanently changing. We need to be able to design curricula according to our student’s individual needs.
Contents:
-Meaning of emotional intelligence
-Clarified misconceptions about EQ
-Five elements of EQ
-Capacities of emotionally intelligent persons
-Emotional Style
-Intelligence Quotient VS Emotional Quotient (IQ vs. EQ)
-Introvert and Extrovert
-Hidden benefits of introverted temperament
Listening is the ability to accurately receive and interpret messages in the communication process.
Listening is key to all effective communication, without the ability to listen effectively messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated.
If there is one communication skill you should aim to master then listening is it.
Listening is so important that many top employers provide listening skills training for their employees. This is not surprising when you consider that good listening skills can lead to: better customer satisfaction, greater productivity with fewer mistakes, increased sharing of information that in turn can lead to more creative and innovative work.
A good listener will listen not only to what is being said, but also to what is left unsaid or only partially said.
Effective listening involves observing body language and noticing inconsistencies between verbal and non-verbal messages.
For example, if someone tells you that they are happy with their life but through gritted teeth or with tears filling their eyes, you should consider that the verbal and non-verbal messages are in conflict, they maybe don't mean what they say.
A chapter on listening skills from the textbook, Communication Skills, developed by the Language Communication for Development Department at the Bunda College of Agriculture, University of Malawi.
A chapter on listening skills from the textbook, Communication Skills, developed by the Language Communication for Development Department at the Bunda College of Agriculture, University of Malawi.
Northwest Justice Forum
An Unexpected Journey
Wednesday, June 26, 2013
Clackamas Community College
Chris Wilson
Self Awareness
Mediation
Emotional intelligence, mindfulness, unconscious processes
The art of storytelling and how it can help make a better world(mostly) TRUE THINGS
"Storytelling the most powerful way to put ideas into the world today," according to master storyteller Robert McKee. This power point is about why story matters in a world of constant change and so much information to absorb at ever-increasing speed, and the importance of learning the art of story for maximum impact on the listener. Presented at the Applied Improvisation Network annual conference in Montreal on Sept. 28, 015.
"Everybody has accepted by now that change is unavoidable. But that still implies that change is like death and taxes — it should be postponed as long as possible and no change would be vastly preferable. But in a period of upheaval, such as the one we are living in, change is the norm." Peter Drucker. Management Challenges for the 21st Century (1999). This power point was created for a Lifestage training used to help employees in organizations understand and manage the emotional and psychological impact of workplace change.
Emotional intelligence: An Essential Mind & Skill Set for Social Workers(mostly) TRUE THINGS
Social workers deal with complex situations that require a high degree of of self-awareness, situational awareness, creative thinking and collaboration with others. Emotional Intelligence is a model for personal and professional development that cultivates these skills that empower social workers to manage a high degree of stress effectively. Emotional Intelligence is also a way to sustain creative energy for the challenges of the work and prevent burn-out. This power point was created for the Power of Social Work Conference, presented on March 21, 2014 in Albany, NY.
Emotional intelligence (EI) is best developed through real-time, creative interactions with other people, in which genuine emotions can be examined and explored. Improvisation cultivates the skills, self-awareness, emotional competencies and adaptability that are so essential to success in these times of uncertainty and creative possibility. There are many natural points of connection between EI and the skills involved with improvisation, which are immediately useful in real-life situations.
Creativity is the energy of change, and anyone can enlarge and enhance their capacity to tap into this energy through learning about how it works and engaging in creative experiences. This is essential information for all of us now, living at this time when the speed of life is accelerating and the pace of change a source of significant psychological stress. Uncertainty and instability are part of the price we pay for revolutionary new technologies that continue to transform the landscape of our lives, through redesigning the way we do business, connect and communicate. In light of the stresses we face it is more important than ever to understand the process of burn-out so that we can prevent it. The good news is that the creative process is a way of engaging with the tensions of the unknown and shaping our attitudes and habits of mind in ways that make us more effective, empowered and energized.
Resilience and emotional intelligence are internal sources of personal power that research shows reduces the negative effects of stress on mind and body - and fuels the creative energy we need to solve problems during tough times. This power point was developed for workshops offered to people suffering long-term losses after Hurricane Sandy in New York and New Jersey.
Creative experiences - writing, making and listening to music, art, improvisation - are the most direct pathway to developing the mind and skill set associated with emotional intelligence. This power point was part of a presentation at The Examined Life Conference at the Carver College of Medicine, University of Iowa, April 11-13, 2013.
Relationships are dynamic, alive and responsive to the choices, attitudes and behaviors we bring to them. Research shows that we really are living in organic networks in which we are constantly impacting others and the social environment as the social world impacts us. The competencies associated with Emotional Intelligence directly and powerfully transform interactions and ongoing relationships with others. These skills can be learned and every day is a new opportunity to practice them.
A survey of 2600 human resources professionals found that 71% valued Emotional Intelligence (EI) more than IQ when hiring. EI is a necessary mind and skill set for 21st century life and a method for strengthening our resilience to stress.
Improvisation trains the brain to reach for a range of effective responses to the unexpected, unfamiliar, and unpredictable. Research shows that properly designed experiences involving improvisation, storytelling and other creativity-generating activities makes learning "stick" and provides a real-time opportunity for people in groups to develop the skills in creative thinking and collaboration that are needed to deal with complex problems.
Navigating Transitions is a seminar offered to companies with employees facing retirement or job loss. Using the shared experiences of past participants who are retirees or unemployed, as well as evidence-based research about the mind, emotions and the process of change, this workshop offers ideas and tools for working through major life transitions.
Smoking cessation: Why Change Is Hard and What Helps To Make It Possible(mostly) TRUE THINGS
The power point is part of a workplace smoking cessation program designed by Lifestage, Inc., which educates participants about the process of change, the neuroscience of addiction, and ways to ease the difficulties involved with change.
1. The Art & Science
of Listening
Listening skills for effective communication in the
context of emotional intelligence
Lifestage, Inc
www.lifestage.org
2. C
The five domains
of emotional intelligence:
ommunication
• Knowing your emotions.
• Managing your own
emotions.
• Motivating yourself.
• Recognizing and
understanding other people's
emotions.
• Managing relationships, i.e.,
managing the emotions of
others.
Daniel Goleman, Working With Emotional
Intelligence, Bantam Books 2006
3. Trust & understanding are
fundamental forces
in human interaction
Establishing trust
Emotional Intelligence
enables us to appreciate and is about listening
develop the vital
connections between self,
and receiving
others, purpose, meaning, what others are
existence, life and the world
as a whole, and to help
expressing - not
others do the same. necessarily
agreeing.
• “Emotional Intelligence”
www.businessballs.com/eq.htm
4. Individuals who score
higher in the ability to
perceive accurately,
understand, and appraise
others’ emotions are
better able to respond
flexibly to changes in their
social environments and
build supportive social
networks.
Peter Salovey et al, “Coping Intelligently:
Emotional Intelligence and the Coping Process”
Coping:
The Psychology of What Works
C. R. Snyder, ed, Oxf
5. Well-developed listening skills open
the door to:
Greater cohesion among team
or group members;
Greater productivity with fewer
mistakes;
Increased sharing of
information that in turn can
lead to more
creative and innovative work;
www.skillsyouneed.co.uk/IPS/Lis
tening_Skills.html
6. Listening is the most fundamental
component of interpersonal
communication
Listening is not something
that just happens, it is an
active process in which a
conscious decision is
made to listen to and
understand the messages
of the speaker.
• “The skills you need”
www.skillsyouneed.co.uk/IPS/active_l
istening.html#ixzzsMpHTGa5Y
7. If a tree falls in the forest and there’s
no one there to hear it…
•Listening
the process of receiving,
constructing meaning
from,
and responding
to spoken and/or
nonverbal
messages.
International Listening Association, 1996 www.listen.org
8. Listening is the connective tissue of
relationships
“Listening is a magnetic
and strange thing, a
creative force. The friends
who listen to us are the
ones we move toward.
When we are listened to,
it creates us, makes us
unfold and expand.”
Brenda Ueland
9. Listening is the conscious
directing of attention
• Listening is about attention to
the words and the music of
other people and our
interactions with them.
• Attention is an integration of
mental, emotional and
physical processes.
• The ability to direct and
sustain attention is a skill that
anyone can develop and is
more directly related to
emotional intelligence than
IQ.
10. Types of attention
“When you actually pay attention
to something you’re listening to,
whether it is your favorite song or
the cat meowing at dinnertime, a “Simple” or “startle” as
separate “top-down” neural
pathway comes into play. Here, when hearing an
the signals are conveyed through unexpected noise;
a dorsal pathway in your cortex,
part of the brain that does more
computation, which lets you Stimulus-directed – as
actively focus on what you’re when we hear our
hearing and tune out sights and
sounds that aren’t as immediately name called or a
important.” favorite song
• Seth Horowitz, “The Science and Art of Listening” New
York Times, November 9, 2012
11. The “music” of a person is what is
expressed nonverbally
When a team member is not on
the same emotional wavelength
as the rest, the team needs to be
emotionally intelligent vis-à-vis
that individual. In part, that
simply means being aware of
areas of disconnect,
misunderstanding or blocks in
communication. Having a norm
that encourages interpersonal
understanding facilitates this
awareness and provides a
process for dealing with it.
“Building The Emotional Intelligence of Groups” Harvard
Business Review, March 2001
12. “At its core, listening is connecting.”
The ability to Emotionally Intelligent teams
understand the true and groups create norms that
spirit of a message as build trust and a sense of
it is intended to be identity among members.
communicated, and These norms are maintained
demonstrate your through active attentive
listening and response to
understanding, is
what is expressed both
paramount in forming directly and nonverbally:
connections and
leading effectively. “Building The Emotional Intelligence of Groups” Harvard
Business Review, March 2001
• “The Discipline of Listening” Harvard Business Review, June
21, 2012 •
13. Emotional awareness is directly linked
to the ability to focus attention
“When research subjects were
“Perception is influenced asked to retell a brief story
by the emotional state of they had to memorize,
participants in a negative
the observer. In other mood tended to report
words, how we perceive details, whereas participants
the world does not only in a positive mood tended to
depend on what we know report the gist of the story.
of the world, but also by Interestingly, in perceptual
how we feel.” processing, a similar effect is
observed.”
Jolij J, Meurs M (2011) Music Alters Visual
Perception. PLoS ONE 6(4): e18861.
doi:10.1371/journal.pone.0018861
14. Our capacity to learn and to listen is
profoundly impacted
by our emotional state
• In a study of the effectiveness of
Social Emotional Learning (SEL)
to learning, its impact was
strongly seen in shaping
children’s developing neural
circuitry, particularly the
executive functions of the
prefrontal cortex, which manage
working memory – what we
hold in mind as we learn – and
inhibit disruptive emotional
impulses.
http://danielgoleman.info/topics/emotional-
intelligence/
15. Active listening is “involved
listening with a purpose”
• Using all available senses to take
in the verbal and nonverbal • Anyone can improve
expression of others; their active listening
• Paraphrasing what is heard to skills through either
check understanding and ensure experience or training.
accurate perceptions;
Awareness and
• Providing feedback through verbal management of our
and nonverbal responses to the
speaker and the speaker’s own emotional life are
message.
key to active listening.
Listening and Critical Thinking” Fundamentals of Communication
Studies, Chapter 5,
http://highered.mcgraw-
hill.com/sites/dl/free/0073385018/537865/pearson3_sample_ch0
5.pdf
16. When listening to another person:
Set judgments aside to
take in what a person is • Disagree without being
saying disagreeable
Allow others the • Try to understand how
opportunity of a the other person feels,
complete hearing - to go and to discover what
into depth and detail they want to achieve.
without being http://www.businessballs.com/empathy.htm
interrupted
17. Attention is a choice
• “The richness of life doesn’t lie
in the loudness and the beat,
but in the timbres and the
variations that you can discern
• “Listening is a skill
if you simply pay attention. that we’re in danger
• Listen to new music when of losing in a world
jogging rather than familiar
tunes. Listen to your dog’s of digital distraction
whines and barks: he is trying and information
to tell you something isn’t
right. Listen to your significant overload.”
other’s voice — not only to the Seth Horowitz, “The Science and Art of
words, which after a few years Listening” New York Times, November 9, 201
may repeat, but to the sounds
under them, the emotions
carried in the harmonics.”
18. Directing attention is a skill that grows
with practice
•Mindfulness
•Music
•Storytelling
•Metaphors
19. Mindfulness practices strengthen
listening skills
• Stilling the mind involves
not becoming distracted by
our own train of thoughts
so as to remain fully present
with others. Being
completely in the present
moment means giving full
attention to the interaction
with other people. Yoga and
meditation are two
practices that help cultivate
this core listening skill.
“Your Mind At Work: New Ways To Approach Those Niggling
Challenges In The Office” Mindful, April 2013, p. 55
20. Mindfulness cultivates listening skills
– and reduces emotional stress
• Practice following a simple • To reduce frustration with lack
behavior (like slowing down your of progress in self or others:
breathing) or object (like the Listen fully to a longer piece of
flame of a candle). The repeated music without doing anything
return to a focal point trains else. Just listen. This helps train
attention. the mind and emotions to
appreciate rhythms rather than
trying to force things.
• To reduce the irritation of others’
gossip, office politics or difficult
personalities: Let others talk about • “Your Mind At Work: New Ways To
Approach Those Niggling Challenges In
themselves and make it a practice The Office” Mindful, April 2013, p. 55
to silence judgment and listen for
what causes their pain.
21. Music and mood are closely
interrelated
• Listening to a sad or happy
song on the radio can make
us feel more sad or happy.
Such mood changes not only
affect how we feel, they also
influence our perception.
• Listening to music that
improves our own mood
enhances attention and
openness to others.
Jacob Jolij, Maaike Meurs. Music Alters Visual Perception. PLoS ONE,
2011; 6 (4): e18861
22. “In a story, you not only weave a lot of
information into the telling but you
also arouse your listener’s emotion
and energy.”
• “Stories fulfill a
profound human need
to grasp the patterns
of living—not merely
as an intellectual
exercise, but within a
very personal,
emotional
experience.”
“Storytelling That Moves People” Harvard
Business Review, June 2003
23. MRI scans of a person telling a true, personal story
and that of a listener show that when the listener
was engaged brain activity mirrored that of the
storyteller
WE ARE WIRED TO CONNECT
24. “Neural coupling” occurs in successful
communication
• The findings indicate that
during successful
communication, speakers’ and
listeners’ brains exhibit joint,
temporally coupled, response
patterns. Such neural coupling
substantially diminishes in the
absence of communication,
such as when listening to an
unintelligible foreign language.
“Speaker-listener neural coupling underlies
successful communication” Proceedings of the
National Academy of Science Vol. 107 No. 32
http://www.pnas.org/content/107/32/14425.ful
l
25. “When others speak, we typically
divide our attention between what
they are saying now and what they
are going to say next -
For many of us, the opposite of talking
isn’t listening, it’s waiting.”
Daniel Pink, To Sell Is Human, Riverhead Books, 2012, p. 190
26. “Listening is the quality control of
communications.”
“Listening with purpose
should be about listening ACTIVE
with the intent to learn,
understand and possibly be
LISTENING
changed because of the
exchange.”
IS PURPOSEFUL
CURIOSITY
Karen Natzel, “Fuel Your Curiosity, Listen With
Purpose”Daily Journal of Commerce, November 27,
2012
27. “I have no
particular
talent. I am
only
passionately
curious.”
Albert Einstein
The New Quotable Einstein, Alice
Calaprice, ed, Princeton
University Press, 2005
28. www.lifestage.org
• Lifestage is a training and consulting company
that designs creative, experiential programs for
personal and professional development. Read
articles by Lifestage trainers at
www.livesinprogressnewsletter.blogspot.com
• To book a training workshop for your group,
organization or staff contact Jude Treder-Wolff at
631-366-4265 or lifestage_2000@yahoo.com