“You never get a second chance to make a first impression” The innermost, instinctual form of human communication. Unconscious parts of our behavior which is a deeply rooted part in our entire makeup. The most basic part of our personality Behavior has no opposite, i.e. there is no such thing as non-behavior.
Mehrabian’s Study to understand the relative impact of facial expressions and spoken words Spoken words ? % Voice tone ? % General body language ? % Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. Anthropologist Edward T Hall: only 35% is verbal
Body Language or Kinesics Clothing or Artifactual Communication Voice or Paralanguage Space and Distance, or Proxemic factors Color Time or Chronemics Touch or Haptics
Responsive Eager Engaged Reflective Listening Evaluating Combative Aggressive Foot Tapping Fugitive Let me go Bored Open BACKBACK FORWARDFORWARD CLOSED
Allows you to make sure you hear the words and understand the meaning behind the words Goal: Go beyond listening to understanding ‘Seek first to understand, then be understood.” - Stephen Covey Requirements: Definite Intent to Listen Focus on the Speaker Verbal and Non-Verbal Encouragers Feedback Loop to Insure Accuracy “We were given two ears but only one mouth. This is because listening is twice as hard as talking.” - unknown
We listen at 125-250 wpm, think at 1000-3000 wpm 75% of the time we are distracted, preoccupied or forgetful 20% of the time, we remember what we hear More than 35% of businesses think listening is a top skill for success Less than 2% of people have had formal education with listening
Encouraging Restating Reflecting Summarizing Attending Posture: SOLER S = squarely face person O = use open posture L = lean toward the person E = use eye contact R = relax, keep it natural
Active Listening is a HABIT Listening is the most powerful form of acknowledgment Listening builds stronger relationships Listening promotes being heard Listening creates acceptance and openness Listening leads to learning Listening reduces stress and tension Listening is CRITICAL in conflict resolution The barriers to active listening are numerous Active Listening and Multi-tasking are CONTRADICTORY. Body Language is key
More = Less More communications options leaves us with less time to attend to the priority information and if left untreated hinders the communication process and makes it ineffective !