1. The Power of Listening By: Dr. Tony Alessandra Overview, Objectives and Goals

2. Pause the program now, if you have not yet printed your Workbook Simply hit your back browser button and click the “Download Material” button on the lesson detail page of this program.

3. Objective: To improve performance & relationships -- both personally & professionally.

4. Negative Consequences of Poor Listening Lost sales and lost customers Misunderstandings More mistakes Jobs that need to be redone

5. Negative Consequences of Poor Listening Lower employee productivity Increased costs & lost profits

6. Lower Employee Morale Employees don’t think their bosses listen to their needs, suggestions or complaints.

7. Some Family Statistics Ineffective listening is acknowledged to be a primary contributor to divorce.

8. What People Think: People view poor listeners as boorish, self-centered, disinterested, preoccupied, and socially unacceptable.

9. Listening Is… Listening Is Hard Work!!

10. Active Listening Can Result In:  Increased Blood Pressure  Increased Pulse Rate  Perspiration

11. Competition for Our Attention  Advertisement  Radio  T.V./Movies  Reading Material

12. Tune It Out: Active listening requires us to tune out the various stimuli competing for our attention.

13. Interrupt vs. Listen Oftentimes, we rush into action; we Interrupt instead of Listening.

14. Speed Speech Speed Versus Thought Speed

15. Poor Listeners A poor listener is daydreaming, planning ahead, or mentally arguing with the speaker.

16. Listening Education Most people have no formal listening education. (0- 1/2 years in the first 12 years of school.)

17. Bottom Line Benefits:  Reduces relationship tension  Increased trust and credibility  Fewer mistakes/misunderstandings  More profits and sales  Less employee turnover  Psychological reciprocity

18. The Secret To Good Listening: C A R E S S

19. The Secret Spelled Out: C oncentrate: focus attention on the speaker A cknowledge: demonstrateinterest R esearch: skillful use of questioning E xercise Emotional Control: highly charged message in a thoughtful manner. S ense: body language S tructure: listening/observing

20. Take A Moment To Determine Your Personal Listening Profile: Before moving to the next lesson in this program, take a moment to review Chapter One of the POL Workbook, & complete the exercises on pages 8-10.