1. PREPARED FOR SAIMAS CONFERENCE 2016 BY Coach Jake EFFECTIVE LISTENING SKILLS FOR PERFORMANCE ENHANCEMENT

2. ACTIVELY LISTEN PEOPLE DO NOT WHEN THEY ARE SPOKEN TO!
Problem statement:
PEOPLE DO NOT
ACTIVELY LISTEN
WHEN
THEY ARE SPOKEN TO!

4. HUH?

5. We think we are listening when spoken to but are we really listening to the person communicating with us?

6. TEASER
Think of a recent one-on-one conversation you had with a friend or colleague. Normally we would immediately start formulating a reaction and say it the moment your partner takes a breath or there is a few moments of silence.

7. There are a number of reasons why we do not really concentrate on what is said.

8. Unfortunately we cannot cover the subject in depth
Unfortunately we cannot cover the subject in depth. But I want to get you interested enough to start thinking & reading about it

9. Good listening skills is an art that does not come naturally to most of us. We thus have to purposefully work on our listening skills!

10. Business Analysts by nature have a good understanding of “processes”
Business Analysts by nature have a good understanding of “processes”. So what better way is there to start by quoting one of many published Listening Processes?

11. Process of listening: Babita Tyagi, The Criterion, 2013
Step - 1 Receiving (Hearing)
Step – 2 Understanding (Learning)
Step – 3 Remembering (Recalling)
Step – 4 Evaluating (Judging)
Step – 5 Responding (Answering)

12. There are various types of listening as listed in an article by: Babita Tyagi.

13. Appreciative listening1
Active listening
Listening in a way that demonstrates interest and encourages continued speaking. 2.
Appreciative listening
Looking for ways to accept and appreciate the other person through what they say. Seeking opportunity to praise.
Alternatively listening to something for pleasure, such as to music. 3.
Attentive listening
Listening obviously and carefully, showing attention.

14. Comprehension listening4.
Biased listening
Listening through the filter of personal bias i.e. the person hears only what they want to listen to. 5.
Casual listening
Listening without obviously showing attention. Actual attention may vary a lot. 6.
Comprehension listening
Listening to understand. Seeking meaning (but little more). 7.
Critical listening
Listening in order to evaluate, criticize or otherwise pass judgment on what someone else says.

15. Discriminative listening8.
Deep listening
Seeking to understand the person, their personality and their real and unspoken meanings and motivators. 9.
Discriminative listening
Listening for something specific but nothing else (e.g. a baby crying).
10.
Empathetic listening
Seeking to understand what the other person is feeling. Demonstrating this empathy.
11.
Evaluative listening
Listening in order to evaluate, criticize or otherwise pass judgment on what someone else says.

16. Inactive listening Judgmental listening Partial listening12
Inactive listening
Pretending to listen but actually spending more time thinking. 13
Judgmental listening
Listening in order to evaluate, criticize or otherwise pass judgment on what someone else says. 14
Partial listening
Listening most of the time but also spending some time day-dreaming or thinking of a response.
15.
Reflective listening
Listening, and then reflecting back to the other person what they have said.

17. Relationship listening
16.
Relationship listening
Listening in order to support and develop a relationship with the other person. 17
Sympathetic listening
Listening with concern for the well-being of the other person.
18.
Therapeutic listening
Seeking to understand what the other person is feeling. Demonstrating this empathy.
19.
Total listening
Paying very close attention in active listening to what is said and the deeper meaning found through how it is said.

18. When you speak you can only repeat what you already know but if you listen you may learn something new!
Author unknown!

19. In your work environment you often have to seek information.
You often stop when getting the first answer then you are happy as it is the answer you expected.
NO! Keep on asking to explore and discover other answers to the same question.

20. “LISTENING ENVIRONMENT”
Keep on asking your question until you get all the possible answers.
This will get your partner to think through the questions & answers.
Now you are starting to create a
“LISTENING ENVIRONMENT”

21. 7 RULES of LISTENING, REALLY LISTENING
Following are the 7 Rules as listed by SJW on

22. The Golden Rule is not to interrupt.
The Place Matters.
Your Thoughts Matter Too.
Your Body Speaks Volumes.
Some Responses Are Appropriate.
….Otherwise shut up!
Never: “Mine is Worse than Yours”!!

23. “We have two ears and one mouth so that we can listen twice as much as we speak”
Epictetus
In the end, it’s all about giving the other person your full and genuine attention. sjw

24. Proper listening is not something we leave in the office when we go home at Five. Good listening skills are just as applicable and important in our personal lives whether it be family, children, friends, sport or romance!

25. THE ART OF ACTIVE LISTENING
Restating
Summarising
Minimal encouragement
Reflecting
Giving feedback

26. THE ART OF ACTIVE LISTENING (continued)
6. Emotion labelling
7. Probing
8. Validation
9. Effective pause

27. THE ART OF ACTIVE LISTENING (continued)
10. Silence
11. The “I” messages
12. Redirecting
13. Consequences (NAI&RSC The Art of Active Listening)

28. When we get the space and understanding what we need, we can usually come to our own answers. And if not, there is always time to brainstorm for possible solutions.
(Harriet Cabelly)

29. In the end it is all about giving the other person your full and genuine attention.
Because most of the time your presence is more valuable than your words!
(Dumblittleman.com)

30. “If you make listening and observation your occupation, you will gain much more than you can by talking” Robert Baden-Powell

31. THANK YOU FOR “listening” TO ME
THANK YOU FOR “listening” TO ME! NOW TAKE THE LITTLE THAT I COULD SHARE HOME WITH YOU AND DO SOME READING and LISTENING!

32. REFERENCE LIST
Nancy Kline; Time to Think; Cassell Illustrated; London 2014.
Articles from the Human Capital Review; Mentoring and Coaching; Knowres Publishing 2012.
Babita Tyagi, Listening : An important Skill and Its Various Aspects; The Criterion, Issue 12, February 2013.
Support Center; Aging I&R/A Tips, Washington, DC 2005.
SJW; 7 Rules of Listening, Really listening; dumblittleman.com, 2012.
David; How listening makes you the strongest person in any given room; dumblittleman.com, 2013.
Editorial Team; Mind Tools;
Cabelly, Harriet; How to Help Someone Without Saying a Thing;

33. REFERENCE LIST
9. Giang Vivian; How to Really Listen to Others; Business Insider, 2013
10. Kylstra Carolyn; 17 Tips To Actually Listen When Someone Else is Talking; , 2015
This presentation was prepared by Dr Jake Pretorius (AKA Coach Jake) to be delivered at the 2016 SAIMAS Annual Conference.