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Introduction to Listening Skills PowerPoint Presentation

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Introduction to Listening Skills Presentation Transcript

Slide 1 - The Power of Listening
Slide 2 - What is Listening? Listening (ILA, 1996): the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention. Effective communication is 2-way depends on speaking and listening
Slide 3 - Listening vs. Hearing Hearing- physical process; natural; passive Listening- physical & mental process; active; learned process; a skill Listening is hard! You must choose to participate in the process of listening.
Slide 4 - Fast Facts We listen at 125-250 wpm, think at 1000-3000 wpm. 75% of the time we are distracted, preoccupied or forgetful. 20% of the time, we remember what we hear. More than 35% of businesses think listening is a top skill for success. Less than 2% of people have had formal education with listening.
Slide 5 - Percentage of Time We Spend on Each Type of Communication
Slide 6 - Listening is the most powerful form of acknowledgment …a way of saying to your customer, “You are important.”
Slide 7 - Why Be A Good Listener? The Needs of the Customer… To be recognized and remembered To feel valued To feel appreciated To feel respected To feel understood To feel comfortable about a want or need
Slide 8 - Barriers to Listening Equate With Hearing Uninteresting Topics Speaker’s Delivery External Distractions Mentally Preparing Response Listening for Facts Personal Concerns Personal Bias Language/Culture Differences Faking Attention
Slide 9 - Bad Listening Habits Criticizing the subject or the speaker Getting over-stimulated Listening only for facts Not taking notes OR outlining everything Tolerating or creating distraction Letting emotional words block message Wasting time difference between speed of speech and speed of thought
Slide 10 - Active Listening Skills Effective listening is active participation in a conversation. The listener must actually hear and not assume what is said. Active listeners sit or stand alertly, maintain eye contact with the speaker, concentrate on the speaker’s words, make verbal responses, and summarize parts of what has been said when clarity is needed.
Slide 11 - We cannot learn anything from others if we try to do all the talking. Let speakers finish out their own sentences. Don’t interrupt them to interject your own thoughts. Pay attention to the tone of the words and the nonverbal cues of the speaker.
Slide 12 - Active Listening Requires… Definite Intent to Listen Focus on the Speaker Verbal and Non-Verbal Encouragers Feedback Loop to Insure Accuracy
Slide 13 - Active Listening (3 Steps) Listen Question Reflect-Paraphrase
Slide 14 - Step 1: Listen To Feelings As Well As Words Words – Emotions -- Implications Focus on Speaker Don’t plan, speak, or get distracted What Is Speaker Talking About? Topic? Speaker? Listener? Others? Look At Speaker Use Verbal & Non-Verbal Encouragers
Slide 15 - Step 2: Question 3 Purposes Demonstrates you are listening Gather information Clarification Open-ended Tell me more? How did you feel? Then what happened?
Slide 16 - Step 3: Reflect-Paraphrase Reflect What Is Said (In your words) Reflect Feelings Reframe Capture the essence of the communication Remove negative framing Move toward problem solving
 

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