1. LISTENING

2. I’ve Got a Secret Game
Played similar to Telephone : Cannot repeat the message.
What interferes with good communication?

3. Listening Skills Worksheet
Complete the worksheet by following along to fill in the blanks.
BUT FIRST...

4. Determine whether the statements are TRUE or FALSE
Listening requires little effort; it is easy
Listening is an automatic, involuntary reflex
Competence in listening develops naturally because it is something everyone does everyday
Listening is a matter of hearing the words of the speaker
Listening is largely a matter of intelligence

5. ALL FALSE

6. Listening versus Hearing
Is there a difference?
With your group, come up with a definition of each.

7. Hearing Hearing is an involuntary reflex
It is the process of sound waves reaching a listener’s ears
It requires little to no effort

8. Listening Is learned through practice Is an active process
It requires effort and concentration
Listening is a matter of UNDERSTANDING the words of the speaker

9. Important notes!
Humans spend 70-80% of their waking hours communicating and half of this time is spent listening
People who don’t listen well have a hard time forming close relationships

10. PASSIVE LISTENING LISTENING WITHOUT VERBALLY REACTING
Eye contact
Nodding
Leaning in
Facial expressions
Encouraging responses
Why use this type of listening?
Sometimes all someone needs from you is to be there while they talk

11. ACTIVE LISTENING
reacting or doing something that demonstrates you are listening and have understood
Verbal responses
Restating
Encouraging feelings
Encouraging more information
Don’t judge!

12. Practicing Active Listening
Often, even when someone is actively listening, they may incorrectly hear or misinterpret what the other person is saying
To avoid misunderstanding, it is helpful to check with the speaker by summarizing what he/she has said.
This process is called RESTATING (it is not necessary to repeat them word for word, just summarize the main idea)

13. KEY Listening Skills
After RESTATING what someone has said, it is also important to REFLECT on the ideas and feelings of the other person (this can also be done verbally – ex. “So, what you are saying is… and you feel this way because…”)
Restating and Reflecting are important listening skills

14. Heart Surgery Exercise
Distribute and review instructions
We need a referee!
to make sure that each person has an opportunity to speak
To make sure each person’s opinion is restated and reflected by the committee member who follows them.

15. Discussion
Did you feel that the group members really heard and understood you?
How did it feel to have your opinion restated and reflected?
How did it feel to restate and reflect on someone else’s opinion?
Did restating and reflecting help or hinder the discussion? How?

16. Discussion cont.
Is it easier or harder to talk to someone who practices active listening (restating and reflecting)? Why?
What makes it difficult to restate/reflect?
When is it important and useful to restate/reflect?

17. 10 Commandments for Good Listening
STOP TALKING – you can’t listen when you are speaking
BE OPEN – put the speaker at ease so they feel free to talk
SHOW YOU WANT TO LISTEN – by looking and acting interested (eye contact, nodding, leaning in)
REMOVE DISTRACTIONS - don’t doodle, text, tap, shuffle papers, etc.
EMPATHIZE – put yourself in their shoes… How do they feel?

18. BE PATIENT – do not interrupt and allow plenty of time so they feel free to talk
STAY CALM – hold your temper and keep emotions aside, otherwise, you may misinterpret the words
AVOID ARGUMENT & CRITICISM – hear what they say before thinking ahead to your answer, if not, you will put them into defensive mode
OPEN-ENDED QUESTIONS – encourages sharing and shows that you are listening (also clarifies misunderstandings)
STOP TALKING – again? YES, because all other aspects of communication depend on it!!!!