1. LISTENING THE FORGOTTEN SKILL PRESENTED BY: GINA ZARO-WILLIAMS BY: MADELYN BURLEY-ALLEN

2. COMMUNICATION IS: 40% Listening 35% Talking 16% Reading 9% Writing

3. 3 LEVELS OF LISTENING LEVEL 1 – Empathetic Listening LEVEL 2 – Hearing words, but not really Listening LEVEL 3 – Listening in spurts

4. LISTENING THROUGH FILTERS Attitudes Values Expectations Past Experience Strong Feelings

5. LISTENING THROUGH FILTERS Beliefs Memories Assumptions Prejudices

6. BARRIERS BETWEEN LISTENER AND SPEAKER 1. Only speaking represents power 2. Perception-Reception-Attention 3. Hearing what you want to hear 4. Biased Listening

7. STYLES OF LISTENING 1. The Faker 2. The Dependent Listener 3. The Interrupter 4. The Self-Conscious Listener 5. Logical Listener

8. LISTENING TO NONVERBALS 1. Be Quiet 2. Maintain Eye Contact 3. Display Openness 4. Listen Without Response 5. Send Acknowledgements

9. METHODS TO IMPROVE YOUR LISTENING SKILLS Search for something you can use Take the initiative Work at Listening Focus your attention on ideas

10. METHODS TO IMPROVE YOUR LISTENING SKILLS Make meaningful notes Resist distractions Hold your rebuttal; Watch for hot buttons Keep an open mind

11. METHODS TO IMPROVE YOUR LISTENING SKILLS Summarize Practice regularly Analyze what is being said nonverbally Evaluate and be critical of content, not delivery

12. SUMMARY Empathetic Listening can reduce tension Empathetic Listening facilitates cooperation Empathetic Listening promotes communication Empathetic Listening can enhance self- concept

13. I can listen to someone without hearing him. Listening is fixing my attention on the other person. Hearing requires that I listen inside me and I listen to him. Hearing is a rhythm whereby I shuttle between his words and my experience. It includes hearing his entire posture; his eyes, his lips, the tilt of his head, the movement of his fingers. It includes hearing his tone of voice and his silences. And hearing also includes attending to the reactions, such as the “sinking feeling” I get when the other person has stopped hearing me. Hugh Prather

14. Burley-Allen, M. (1995). Listening The Forgotten Skill. Second Edition. John Wiley & Sons, Inc. New York.