Communication Skills Module 3 Module 3

Learning Objectives Given a participative lecture, participants will identify characteristics of effective listening skills Through a group activity and a large group discussion, participants will identify the barriers to active listening Module 3

Learning Objectives Through a group activity and given a participative lecture, participants will explain the importance of effective listening in providing high-quality customer service Through an individual activity and participative lecture, participants will identify the strengths and weaknesses in their listening styles Module 3

Listening “Listening, whether done by individuals or by companies and government, is a signal of respect. When people don’t feel listened to, they don’t feel respected. And when they don’t feel respected, they feel anger and resentment. This resentment is exacerbated if people think you’re pretending to listen but aren’t.” Hugo Powell Module 3

Listening Facts WORDS Body Language Tone of Voice 10% = 55% = 35% = 55% = 35% = 10% is Content; 90% is Intent WORDS Body Language Tone of Voice Module 3

Benefits of a Good Listener Listening improves communications Listening shows you care Listening shows respect for the customer Module 3

Types of Listening Inactive listening Selective listening Reflective listening Module 3

Listening Effectively Use appropriate tone of voice Understand communication Provide feedback Feedback is empathetic and nonjudgmental Module 3

Listening Skills Listen to content Listen to intent Listen nonjudgmentally Module 3

Use Your Mind Listen for accuracy Listen as though you are hearing the information for the first time Listen for inaccuracies Module 3

Nonverbal Communication 10% = 55% = 35% = 10% is Content; 90% is Intent WORDS Body Language Tone of Voice Module 3

Nonverbal Communication Facial Expressions Module 3

Nonverbal Communication Eye Contact Gestures Module 3

Group Activity Module 3

Barriers to Effective Listening Expectation Relationship Personal Situation Emotional Mindset Module 3

Physical Distractions Noise Movement Module 3

Mental Distractions Fear Poor Self-Esteem Worry Anger Being Unprepared Boredom Daydreaming Module 3

Summary & Conclusions Barriers to active listening Characteristics of effective listening Effective listening and high-quality customer service Strengths and weaknesses in our listening styles Module 3