1. EFFECTIVE LISTENING SKILLS

2. INTRODUCTION Emphasis on the importance of listening in the workplace Cannot manage effectively without good listening skills Cannot build teams or consensus

3. WHAT IS EFFECTIVE LISTENING? “Effective communication exists between two people when the receiver interprets and understands the sender’s message in the way the speaker intended it.” Active Listening presumes: You are important to me and I understand and accept all as true: What you thinkWhat you need How you feelWhat you want

4. Benefits of Active Listening Respect Trust Productivity Accuracy Enhances our Relationships Conflict Resolution Cultivates Positive Work Environment…

5. Benefits of Active Listening Wins Friends Learning Confidence Innovative Solutions Reduces Negative Assumptions

6. Barriers to Effective Listening Internal Barriers: Hearing what you want to hear Biased listening “Hot Buttons” or the Effects of Emotions on Listening Physical Barriers Semantic Barriers Lack of Training

7. Barriers to Effective Listening External Barriers Talker not speaking loudly enough Talker’s mannerisms, appearance Loud noises Room temperature (too hot / too cold) Interruptions, phone calls Fidgeting / Clock watching Time pressure, deadline

8. Importance of Listening to Non-Verbals Much is communicated that isn’t verbalized – even when an individual is not talking, he/she is still communicating in some manner. The skilled listener hears more than the speaker’s voice: pitch, rate, subtle variations face color & how it changes; movement of lips, mouth, cheeks, eyebrows Become aware of expressions that convey tension, doubt, trust, inattention, and so forth.

9. Methods to Improve Effective Listening Skills Listen with understanding; non-judgmentally & non- critically Refrain from solving the talker’s problems or doing the person’s thinking for him or her. Don’t give advice. Time your responses and questions Maintain eye contact Face the person with an open, relaxed posture Acknowledge the speaker by nodding, leaning forward, making facial expressions that match the talker’s feelings

10. Small Group Exercise Individual Assessments

11. Questions????