EFFECTIVE LISTENING AND RESPONDING

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Presentation transcript:

EFFECTIVE LISTENING AND RESPONDING Subtitle

PROCESS OF LISTENING HEARING ATTENDING UNDERSTANDING RESPONDING REMEMBERING

ATTENDING PAYING ATTENTION (PHYSICALLY AND PSYCHOLOGICALLY) PHYSICAL ATTENDING * (S)- SQUARE * (O)- OPEN * (L)- LEAN IN * (E)- EYE CONTACT * (R)- RELAXED POSTURE

ATTENDING PSYCHOLOGICAL ATTENDING * CLARIFYING (PARAPHRASING) * DEMONSTRATION OF EMPATHY * PAYING ATTENTION TO NONVERBAL COMMUNICATION * PAYING ATTENTION TO INCONGRUENCIES * READING BETWEEN THE LINES

WAYS TO RESPOND ADVISING/EVALUATING ANALYZING/INTERPRETING REASSURING/SUPPORTING QUESTIONING/PROBING PARAPHRASING W/UNDERSTANDING

RESPONDING WITH UNDERSTANDING LISTENING TO TOTAL COMMUNICATION IDENTIFICATION OF FEELINGS AND EXPERIENCES THAT GIVE RISE TO THOSE FEELINGS COMMUNICATING YOUR UNDERSTANDING RESPONDING WITH EMPATHY

IT IS NOT: EVALUATING JUDGING CHALLENGING ADVISING INTERPRETING PARROTING

POOR SUBSTITUTES CLICHES “UH-HUH” RESPONSES (PSEUDO LISTENING) PRETENDING TO UNDERSTAND IGNORING LONG-WINDEDNESS ASKING A MULTITUDE OF QUESTIONS ADVICE GIVING

DEMONSTRATION OF EMPATHY ABILITY TO PROJECT SELF INTO ANOTHER PERSON’S POINT OF VIEW IN ORDER TO EXPERIENCE THE OTHER PERSON’S THOUGHTS AND FEELINGS. BEING COMPASSIONATE BEING GENUINE BEING RESPECTFUL RESPONDING WITH UNDERSTANDING (PARAPHRASING AND REFLECTION OF FEELING)

PARAPHRASING TO CLARIFY USE OF A LEAD IN * I’M HEARING YOU SAY… * IT SOUNDS LIKE … REPEATING BACK THE GIST (NOT PARROTING) OF THE CONTENT OF WHAT THE PERSON SAID * I’M HEARING YOU SAY THAT YOU DAY WAS BUSY WITH WORK AND SCHOOL.

REFLECTION OF FEELING TO DEMONSTRATE EMPATHY A LOT LIKE A PARAPHRASE BUT INCLUDES THE FEELING AS WELL AS THE CONTENT OF WHAT WAS SAID. FORMULA: YOU FEEL ___________ BECAUSE ___________. “IT SOUNDS LIKE YOU’RE FEELING SAD BECAUSE YOUR FRIEND MOVED AWAY LAST WEEK.” “I’M HEARING YOU SAY THAT YOUR FEELING ANGRY THAT YOUR BOSS CRITICIZED YOUR WORK TODAY.” “MY SENSE IS THAT YOU’RE FEELING DISAPPOINTED THAT YOU DIDN’T GET THE PROMOTION YOU WERE EXPECTING.” “BECAUSE OF YOUR GETTING THIS NEW JOB, YOU’RE FEELING EXCITED.”