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Dynamic Works Institute 1
WHAT DID YOU SAY?
(THE IMPORTANCE OF LISTENING IN THE
WORKPLACE)
MAWD Conference
June 2013
2
LISTENING DEFINED Effective listeners are people who have
made a decision to get the meaning on life on purpose.
An active listener is one who goes into a meeting (or appointment) wanting to listen.
When we get into a situation where we know something is important we become an active listener.
Active listening is a process that when practiced becomes a habit.
Dynamic Works Institute
Kaiser Group/Dynamic Works Institute 2012 4
LISTENING SELF ASSESSMENT How well do you think you listen? Let’s
check…
Listening Self-Assessment
5
WHAT LISTENING DOESN’T LOOK LIKE Thinking about what to say next Personal biases Interrupting Fake attention Talk about self Easily distracted
Dynamic Works Institute
6
5 ELEMENTS OF ACTIVE LISTENING
1. Pay attention2. Show that you
are listening3. Provide
feedback4. Defer judgment5. Respond
appropriately
Dynamic Works Institute
Kaiser Group/Dynamic Works Institute 2012 7
BARRIERS TO ACTIVE LISTENING External distractions Organization of work area Mental errands Thinking about your response Identifying too closely with the
topic/situation Customer’s tone, accent, or choice of
words Multi-tasking Others?
8
ACTIVE LISTENING We remember 25 – 50% of what we hear Good communication skills require a
high level of self-awareness. What is your communication style?
Let’s find out….
Dynamic Works Institute
12
10 BASIC STEPS OF LISTENING1. Tune In2. Determine Role3. Measure Value of Communication4. Suspend Judgment5. Receive Communication6. Interpret7. Check Meaning8. Clarify and Confirm9. Ask Questions10. Acknowledge Listening Process
Dynamic Works Institute
14
MASTERING THE STEPS Incrementalism (over a 90 day period) Practice one every day Critique yourself – “Did I learn more by
listening today?” Ask the question: “Who am I listening
as?” Suspend judgment (will take practice)
Dynamic Works Institute
Kaiser Group/Dynamic Works Institute 2012 15
TECHNIQUES TO IMPROVE LISTENING SKILLS
Listen with your faceBe aware of body languageFocus on contentAvoid distractionsTreat listening as a challengeStay mentally active
Kaiser Group/Dynamic Works Institute 2012 16
TECHNIQUES TO IMPROVE LISTENING SKILLS Restating or Paraphrasing
Reflecting Feelings
Summarizing
17
TEN MORE KEYS TO GOOD LISTENING Use Listening Responses Take Notes Prepare in Advance Ask Questions Reflect Phrases Limit Your Own Talking Don’t Jump to Conclusions Don’t Argue Concentrate Don’t Interrupt
Dynamic Works Institute
Kaiser Group/Dynamic Works Institute 2012 18
ACTIVE LISTENING CHECKLIST
Control distraction
Make your work area customer-friendly
Identify the customer’s purpose
Focus on meaning, not style
Make notes of what you hear
Make sure you’re right (restate/paraphrase)
Allow customers to complete their sentences
Be willing to admit when you don’t understand
Be patient. Take time to hear entire message
Talk less