1. Listening Skills Michigan Area Day September 29, 2013 Marci Delson

2. Active Listening – Hear What People are Really Saying Listening is one of the most important skills you can have Major impact on your job effectiveness and quality of the relationships with others

3. Why Do We Listen? To obtain information To understand For enjoyment To learn

4. Research on Listening We remember between 25 percent and 50 percent of what we hear That means up to half of our conversations with others are missed! On the other hand, we aren’t hearing the whole message ourselves! Think of all the important information that is being lost

5. Positives to becoming a better listener Improved productivity at work/home/etc. Improved ability to influence, persuade and negotiate Avoid conflict and misunderstandings

6. Active Listening Must practice active listening Make a conscious effort to hear not only the words the other person is saying, but more importantly, try to understand the complete message being sent – Pay attention to the other person very carefully – Decrease distractions, including formulating your argument before the other person is finished speaking

7. Enhance Listening Skills Let the other person know that you are listening to what they are saying – Acknowledgement by nodding of head, “uh-huh” Doesn’t mean you are agreeing, but actively listening – Using body language as acknowledgement also reminds you to pay attention and not let your mind wander

8. Response to the Speaker Need to encourage the speaker to continue speaker so that you get all the information you need from the conversation An occasional question or comment to recap what has been said communicates that you understand the message

9. Key Elements of Active Listening Pay attention – Give speaker your undivided attention – Acknowledge the message – Recognize that non-verbal communication “speaks” loudly

10. Key Elements of Active Listening Show that you are listening – Use your own body language and gestures to convey your attention

11. Key Elements of Active Listening Provide Feedback – Our personal filters, assumptions, judgments and beliefs can distort what we hear – Role is to understand what is being said – Reflect on what is being said and ask questions

12. Key Elements of Active Listening Defer Judgement – Interrupting is a waste of time – Frustrates the speaker – Limits the understanding of the message

13. Key Elements of Active Listening Respond Appropriately – Model for respect and understanding – Gaining information and perspective

14. Summary Takes a lot of concentration and determination to be an active listener Be deliberate in your listening Remind yourself that the goal is to truly hear what the other person is saying Set aside all other thoughts and concentrate on the message Ask questions, reflect and paraphrase to ensure you understand the message

15. What Questions Do You Have?

16. Reference Material http://www.mindtools.com/CommSkll/ActiveL istening.htm#sthash.iCSNU8fk.dpuf