1. TIPs on Effective Listening

2. Why Listen Better ? Improve Communication Build Rapport Leave a Good Impression

3. Five Levels of Listening (Stephen Covey)  Ignoring  Pretend Listening  Selective Listening  Attentive Listening  Listening with Empathy (Step in Speaker’s Shoe)

4. Common Barriers to Listening  Psycho-geography  Environment  Hidden Agenda/Judgment  Your Physical/Mental State

5. Five Steps of Active Listening Being Non-Judgmental Being Curious Give Full Attention in Listening Notice Speaker’s Non-Verbal Communication Step in Speaker’s Shoe

6. Provide Verbal Feedback in Reflective Listening I understand What You Say I see Your Point I know You Mean That _____________

7. Provide Non-Verbal Feedback in Reflective Listening Nod to Show You Follow/Understand Body Matching/Mirroring Maintain Eye Contact