1. Rodney Landrum Business Development Manager

2. Program Goal
After completing this session you will better understand your current level of listening skill and learn improvement techniques which will heighten your communication effectiveness.

3. Listening
“Listening occurs when there is a high degree of correspondence between the sender’s original message and the listener’s re-creation of that message.”

4. Listening Barriers EXTERNAL INTERNAL Noise Anxiety Visual Distractions
Objects
The Speaker
The Physical Setting
Anxiety
Mental Laziness
Boredom
Close Mindedness
Emotional Reaction
Impatience

5. Listening Self-Assessment
Read each statement on Pages 3-5.
Decide how often you practice the behavior using the Response Key on Page 2.
AA = Almost Always MT = Most of the Time ST = Some of the Time OC = Occasionally AN = Almost Never
Circle the letters that correspond to your choice on the Response Form.
Your frame of reference should be listening behavior during one-on-one conversations.

6. Scoring Your Self-Assessment
Separate the Response Form from the Scoring Form by lifting from the bottom.
Add the numbers in each column down into the Subtotal boxes titled: Staying Focused, Capturing the Message and Helping the Speaker.
Add the three Subtotal boxes across to obtain an overall Listening Effectiveness score.

7. Your Scores Where are You?
SUPERSTAR!!!!
Effective
Where are You?
Room for Improvement
0 – 60 DANGER ZONE

8. The Three Dimensions of Listening
The Listening Model
The Three Dimensions of Listening
the Message
Capturing
INVISIBLE
Staying Focused
Helping the Speaker
VISIBLE
PG 13

9. The Three Dimensions of Listening
The Listening Model
The Three Dimensions of Listening
the Message
Capturing
INVISIBLE
Staying Focused
Helping the Speaker
VISIBLE
Prepare
Monitor
Control
PG 14

10. Staying Focused - Your Score
If you scored 35 or Above
- Good job! You usually give your undivided attention to the speaker
- Even if you have an occasional lapse, you are mentally able to bring your self back
If you scored Below 35
- You have lapses in concentration and are caught off guard by sudden questions or requests for feedback
- You are unable to refocus even when you are aware you’ve lost attention
PG 15

11. Staying Focused Mentally prepare to listen.
Create an environment conducive to listening.
Approach listening as an opportunity to learn.
Give your mind a visual pointer.
PG 16

12. The Three Dimensions of Listening
The Listening Model
The Three Dimensions of Listening
the Message
Capturing
INVISIBLE
Staying Focused
Helping the Speaker
VISIBLE
Take notes
Summarize
Ask questions
Keep an open mind
Be neutral
Set aside bias
PG 17

13. Capturing the Message - Your Score
If you scored 35 or Above
- Good job! You usually understand the message even when you don’t agree or are taken aback
- You ask questions, are alert to tone and non- verbals, and speakers feel they are understood
If you scored Below 35
- You often are not sure what the speaker was trying to say and are uncomfortable asking questions
- Speakers may get frustrated trying to get their ideas or information across to you
PG 18

14. Capturing the Message Humanize the speaker. Take strategic notes.
Don’t miss the forest for the trees.
Practice asking different kinds of questions.
Create comprehension check-points.
PG 19

15. The Three Dimensions of Listening
The Listening Model
The Three Dimensions of Listening
the Message
Capturing
INVISIBLE
Staying Focused
Helping the Speaker
VISIBLE
AVOID: distracting comments & actions
OFFER: encouragement and support
PG 20

16. Helping the Speaker - Your Score
If you scored 35 or Above
- Good job! You express, physically and verbally that you are listening. You use appropriate body language, facial expressions and eye contact and encouraging words and comments
If you scored Below 35
- You are staring blankly, fidgeting, not responding in any way, and/or sharing no physical expressions
- You are verbally interjecting at the wrong time, finishing sentences or changing the subject before the speaker is ready
PG 20

17. Helping the Speaker Take a breath before you interrupt.
Put your ego on hold.
Eliminate distractions.
Prepare to be tested.

18. Listening Improvement Plan
After you leave today, take a few minutes to reflect on the specific questions you scored 3 or Below.
Then complete Pages and identify ways to improve your listening effectiveness. Use the following tools to generate improvement ideas:
The Listening Improvement Strategies found on Pages
The Listening Model
The Learning to Listen Improvement Techniques Handout

19. Thank You for Participating!
Remember, listening is a major part of everything you do, so be sure to:
STAY FOCUSED
CAPTURE THE MESSAGE
HELP THE SPEAKER
Thank You for Participating!