1. Critical Listening and Feedback ECE 3940 Megan OByrne – CLEAR 17 September 09

2. Preview Listening Listening Importance Importance Process Process Improving listening Improving listening Critical listening Critical listening Active listening Active listening Feedback Feedback Giving feedback Giving feedback Handling Q&A Handling Q&A

3. Barriers to Listening…

4. How We Listen The average American: spends 50% - 80% of their day listening spends 50% - 80% of their day listening hears only 1/2 of what is said hears only 1/2 of what is said understands only 1/4 of what was heard understands only 1/4 of what was heard uses about 25% of their listening capacity uses about 25% of their listening capacity

5. What Can Effective Listening Do for You? Improve personal relationships Improve personal relationships Improve professional relationships Improve professional relationships Increase productivity Increase productivity Improve Grade Point Average Improve Grade Point Average Improve employment opportunities Improve employment opportunities

6. The Listening Process Reception – biological receiving of waves Reception – biological receiving of waves Attention – focus on a stimulus Attention – focus on a stimulus Perception – screening process Perception – screening process Assignment of Meaning - comprehending Assignment of Meaning - comprehending Response – internal or external Response – internal or external

7. Listening Influencers Speaker Speaker Message Message Channel Channel Internal and External Variables Internal and External Variables Memory and Time Memory and Time

8. Improve Your Desire to Listen Recognize that the listener is responsible for at least 51% of the conversation Recognize that the listener is responsible for at least 51% of the conversation Suspend judgment Suspend judgment Be patient …dont supply words Be patient …dont supply words Avoid ego speak Avoid ego speak

9. Improve Your Listening Comprehension Capitalize on thought speed…paraphrase internally Capitalize on thought speed…paraphrase internally Visualize what you hear Visualize what you hear Tune into the speakers cues Tune into the speakers cues Rate Rate Special words (therefore and next) Special words (therefore and next) Control distractions Control distractions

10. Improve Your Listening Skills Paraphrase what you heard to the speaker…and ask if youre correct Paraphrase what you heard to the speaker…and ask if youre correct Ask questions Ask questions Ask for more detail on something not understood Ask for more detail on something not understood Ask for more information to learn more Ask for more information to learn more Maintain appropriate eye contact and body orientation Maintain appropriate eye contact and body orientation Use verbal encouragers Use verbal encouragers

11. How to Listen Actively Pay attention Pay attention Show that you are listening Show that you are listening Provide feedback Provide feedback Defer judgment Defer judgment Respond appropriately Respond appropriately

12. How to Listen Critically Be quiet Be quiet Be focused Be focused Listen for concepts and ideas Listen for concepts and ideas What are the main points What are the main points What is NOT said What is NOT said Organize what you hear Organize what you hear Make connections Make connections Listen for patterns, transitions Listen for patterns, transitions Evaluate Evaluate Evaluate evidence carefully Evaluate evidence carefully

13. Giving Feedback When is the best time to give feedback? - When you are asked for it.

14. Giving Feedback Using I language, specifically describe the behavior (positive or negative) Using I language, specifically describe the behavior (positive or negative) I noticed that your slides were inconsistent I noticed that your slides were inconsistent I remembered your personal story at the beginning I remembered your personal story at the beginning I feel like you were being condescending I feel like you were being condescending

15. Giving Feedback Describe the result of the behavior (positive or negative) Describe the result of the behavior (positive or negative) I noticed that your slides were inconsistent and it made me confused. I noticed that your slides were inconsistent and it made me confused. I remembered your personal story and it was really engaging and made me listen closely I remembered your personal story and it was really engaging and made me listen closely I feel like you were condescending and I dont really know what to do about that I feel like you were condescending and I dont really know what to do about that

16. Giving Feedback Offer at least one suggestion for improvement Offer at least one suggestion for improvement Maybe you could proofread the slides as a group to maintain consistency Maybe you could proofread the slides as a group to maintain consistency I hope you continue to use stories in your other speeches I hope you continue to use stories in your other speeches

17. The 1-2-3 Using I language, specifically describe the behavior (positive or negative) Using I language, specifically describe the behavior (positive or negative) Describe the result of the behavior (positive or negative) Describe the result of the behavior (positive or negative) Offer at least one suggestion for improvement Offer at least one suggestion for improvement

18. Question and Answer Listen to the question without interruption Listen to the question without interruption Clarify the question Clarify the question Acknowledge the questioner & repeat the question for the audience Acknowledge the questioner & repeat the question for the audience If you have an answer, respond If you have an answer, respond If you dont If you dont Admit that you dont know but know where to start looking Admit that you dont know but know where to start looking Ask the questioner to help you Ask the questioner to help you