1. MAWD Conference June 2013 1  Dynamic Works Institute

2.  Effective listeners are people who have made a decision to get the meaning on life on purpose.  An active listener is one who goes into a meeting (or appointment) wanting to listen.  When we get into a situation where we know something is important we become an active listener.  Active listening is a process that when practiced becomes a habit. 2  Dynamic Works Institute

3. Inform Request Influence Entertain 3  Dynamic Works Institute

4.  How well do you think you listen? Let’s check…  Listening Self-Assessment 4 Kaiser Group/Dynamic Works Institute 2012

5.  Thinking about what to say next  Personal biases  Interrupting  Fake attention  Talk about self  Easily distracted  Dynamic Works Institute 5

6. 1. Pay attention 2. Show that you are listening 3. Provide feedback 4. Defer judgment 5. Respond appropriately  Dynamic Works Institute 6

7.  External distractions  Organization of work area  Mental errands  Thinking about your response  Identifying too closely with the topic/situation  Customer’s tone, accent, or choice of words  Multi-tasking  Others? 7 Kaiser Group/Dynamic Works Institute 2012

8.  We remember 25 – 50% of what we hear  Good communication skills require a high level of self-awareness. What is your communication style?  Let’s find out…. 8  Dynamic Works Institute

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11.  Dynamic Works Institute 11

12. 1. Tune In 2. Determine Role 3. Measure Value of Communication 4. Suspend Judgment 5. Receive Communication 6. Interpret 7. Check Meaning 8. Clarify and Confirm 9. Ask Questions 10. Acknowledge Listening Process 12  Dynamic Works Institute

13.  TQLR  Tune In  Question  Listen  Review 13  Dynamic Works Institute

14.  Incrementalism (over a 90 day period)  Practice one every day  Critique yourself – “Did I learn more by listening today?”  Ask the question: “Who am I listening as?”  Suspend judgment (will take practice) 14  Dynamic Works Institute

15. 15  Listen with your face  Be aware of body language  Focus on content  Avoid distractions  Treat listening as a challenge  Stay mentally active Kaiser Group/Dynamic Works Institute 2012

16.  Restating or Paraphrasing  Reflecting Feelings  Summarizing 16 Kaiser Group/Dynamic Works Institute 2012

17.  Use Listening Responses  Take Notes  Prepare in Advance  Ask Questions  Reflect Phrases  Limit Your Own Talking  Don’t Jump to Conclusions  Don’t Argue  Concentrate  Don’t Interrupt  Dynamic Works Institute 17

18. 18 Kaiser Group/Dynamic Works Institute 2012 Control distraction Make your work area customer-friendly Identify the customer’s purpose Focus on meaning, not style Make notes of what you hear Make sure you’re right (restate/paraphrase) Allow customers to complete their sentences Be willing to admit when you don’t understand Be patient. Take time to hear entire message Talk less

19.  Dynamic Works Institute 19 Ann Merrifield 573-864-1839 amerrifield@dwfs.us