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

2. How Many of You Have an Open Mind?

3. How Are You at Listening?M G U E

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

5. 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?

6. 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?

7. 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

8. What Are the Benefits of Becoming A Better Listener?
______________________________

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

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

16. 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

17. 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

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

19. 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

20. 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

21. 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

22. Question and Answer
What questions do you
have for me?