Listen to Learn, Learn to Listen Presenter: John Graci, President & CEO

How Many of You Have an Open Mind?

How Are You at Listening? M G U E

Self-Perception Can be Delusional Who perceives you as a good listener? Best friend? Your boss? Significant other?

Verbal Listening Assessment How many of you are guilty of: Criticizing a speaker’s delivery or mannerisms? Let emotion-laden words impact you? Faking attention to the speaker? Allowing distractions to interfere when listening? Daydreaming?

You Don’t Listen! What is the #1 complaint your spouse has of you? What is #1 complaint kids have of their parents? What is #1 complaint employees have of their leaders?

Maybe It’s Not Your Fault! Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

What Are the Benefits of Becoming A Better Listener? ______________________________

What Great Listeners Do! Active listen -- Take notes, eye contact, nod head Open-minded Listen to all information -- Do not judge Be genuinely interested Understand content versus delivery Provide feedback or follow-up

Vital Listening Skills Clarifying Restating Neutrality Paraphrase Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Clarify “I am not sure I understand…can you please explain?” “What did you mean by that?” Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Restate/Repeat “Let me get this right- you work when you want to work?” Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Remain Neutral Withholding judgement Not jumping to conclusions Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Paraphrase/Summarize Tying together key points “Allow me to summarize…” Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Clarify, Restate, Summarize Communication ARC of Distortion Sender Receiver Clarify, Restate, Summarize

Use Listening Skills in Reverse Clarifying Restating Paraphrase Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Practice, Practice, Practice Interview partner “Brush with fame” “Hobby or interest” Take 2 minutes Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Clarify, Restate, Summarize Communication ARC of Distortion Sender Receiver Clarify, Restate, Summarize

Main Communication Barriers Distracted by physical environment Pre-occupied Pressed for time or impatient Built in bias Jargon, acronyms Fearful of status Articulation rate Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

Main Communication Barriers Multiple meaning of words Too many people involved Speaker’s charisma Mind wandering Gender Accent Emotional words Lesson 1 page 23-24 Doctor’s office analogy page 24 The outcome of the Effective Problem Solving system is an Action Plan, which, once put into effect, will reduce or eliminate a problem, or improve or create a service or product. Let’s look at each of the first three steps in detail

InfoBlitz Select a topic/chair Give group time to think Set time limit on how long each can talk Gather ideas one by one until everyone passes--No discussion Bring feedback and prioritize ideas

Question and Answer What questions do you have for me?