1. Learn to Listen Presented by Robert Sevret, Discover Student Loans Robert.Sevret@Discover.com

2. Robert Sevret robrertsevret@discover.com

3. Program Goal After completing this session you will better understand your current level of listening skill and learn improvement techniques which will heighten your communication effectiveness.

4. “Listening occurs when there is a high degree of correspondence between the sender’s original message and the listener’s re-creation of that message.” Listening

5. EXTERNAL EXTERNAL Listening Barriers INTERNAL INTERNAL  Noise  Visual Distractions  Objects  The Speaker  The Physical Setting  Anxiety  Mental Laziness  Boredom  Close Mindedness  Emotional Reaction  Impatience

6. Your frame of reference should be listening behavior during one-on-one conversations. Read each statement on Pages 3-5. Decide how often you practice the behavior using the Response Key on Page 2. Circle the letters that correspond to your choice on the Response Form. Listening Self-Assessment AA = Almost Always MT = Most of the Time ST = Some of the Time OC = Occasionally AN = Almost Never

7. Separate the Response Form from the Scoring Form by lifting from the bottom. Add the numbers in each column down into the Subtotal boxes titled: Staying Focused, Capturing the Message and Helping the Speaker. Add the three Subtotal boxes across to obtain an overall Listening Effectiveness score. Scoring Your Self-Assessment

8. 121 - 135 Effective Your Scores 136 - 150 SUPERSTAR!!!! 61 - 120 Room for Improvement 0 – 60 DANGER ZONE Where are You?

9. The Three Dimensions of Listening The Listening Model the MessageCapturing INVISIBLE INVISIBLE Staying Focused Helping the Speaker VISIBLE PG 13

10. The Three Dimensions of Listening The Listening Model the MessageCapturing INVISIBLE INVISIBLE Staying Focused Helping the Speaker VISIBLE ►Prepare ► Monitor ► Control PG 14

11. Staying Focused - Your Score If you scored 35 or Above - Good job! You usually give your undivided attention to the speaker - Even if you have an occasional lapse, you are mentally able to bring your self back If you scored Below 35 - You have lapses in concentration and are caught off guard by sudden questions or requests for feedback - You are unable to refocus even when you are aware you’ve lost attention PG 15

12. Mentally prepare to listen. Give your mind a visual pointer. Approach listening as an opportunity to learn. Create an environment conducive to listening. Staying Focused PG 16

13. The Three Dimensions of Listening The Listening Model the MessageCapturing INVISIBLE INVISIBLE Staying Focused Helping the Speaker VISIBLE ► Take notes ► Summarize ► Ask questions Keep an open mind ► Keep an open mind Be neutral ► Be neutral Set aside bias ► Set aside bias PG 17

14. Capturing the Message - Your Score If you scored 35 or Above - Good job! You usually understand the message even when you don’t agree or are taken aback - You ask questions, are alert to tone and non- verbals, and speakers feel they are understood If you scored Below 35 - You often are not sure what the speaker was trying to say and are uncomfortable asking questions - Speakers may get frustrated trying to get their ideas or information across to you PG 18

15. Create comprehension check-points. Practice asking different kinds of questions. Take strategic notes. Don’t miss the forest for the trees. Humanize the speaker. Capturing the Message PG 19

16. The Three Dimensions of Listening The Listening Model the MessageCapturing INVISIBLE INVISIBLE Staying Focused Helping the Speaker VISIBLE ► AVOID: distracting comments & actions ► OFFER: encouragement and support PG 20

17. Helping the Speaker - Your Score If you scored 35 or Above - Good job! You express, physically and verbally that you are listening. You use appropriate body language, facial expressions and eye contact and encouraging words and comments If you scored Below 35 PG 20 - You are staring blankly, fidgeting, not responding in any way, and/or sharing no physical expressions - You are verbally interjecting at the wrong time, finishing sentences or changing the subject before the speaker is ready

18. Take a breath before you interrupt. Put your ego on hold. Eliminate distractions. Prepare to be tested. Helping the Speaker

19. After you leave today, take a few minutes to reflect on the specific questions you scored 3 or Below. The Listening Model The Listening Improvement Strategies found on Pages 15 -21 The Learning to Listen Improvement Techniques Handout Listening Improvement Plan Then complete Pages 23 -26 and identify ways to improve your listening effectiveness. Use the following tools to generate improvement ideas:

20. Thank You for Participating! STAY FOCUSED HELP THE SPEAKER CAPTURE THE MESSAGE Remember, listening is a major part of everything you do, so be sure to: