Presentation on theme: "Employee Development Center"— Presentation transcript:
1 Employee Development Center The Power of ListeningChris Carter, Training CoordinatorOffice of Human ResourceEmployee Development Center
2 What is Listening?listening (ILA, 1996): the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attentionEffective communication is 2-waydepends on speaking and listening
3 Listening vs. HearingHearing- physical process; natural; passiveListening- physical & mental process; active; learned process; a skillListening is hard!You must choose to participate in the process of listening.
4 Fast Facts We listen at 125-250 wpm, think at 1000-3000 wpm 75% of the time we are distracted, preoccupied or forgetful20% of the time, we remember what we hearMore than 35% of businesses think listening is a top skill for successLess than 2% of people have had formal education with listening
5 Percentage of Communication Mode of CommunicationFormal Yearsof TrainingPercentage of Time UsedWriting12 years9%Reading6-8 years16 %Speaking1-2 years30%Listening0-few hours45%
6 Why Be A Good Listener? Needs of the Customer… To be recognized and rememberedTo feel valuedTo feel appreciatedTo feel respectedTo feel understoodTo feel comfortable about a want or need
7 Listening is the most powerful form of acknowledgment Listening is the most powerful form of acknowledgment …a way of saying, “You are important.”
8 Listening builds stronger relationships …creates a desire to cooperate among people because they feel accepted and acknowledged.
9 Listening promotes being heard. …”Seek first to understand, then Listening promotes being heard …”Seek first to understand, then be understood.”- Stephen Covey
10 Listening creates acceptance and openness Listening creates acceptance and openness …conveys the message that “I am not judging you.”
11 Listening leads to learning. …openness encourages personal Listening leads to learning …openness encourages personal growth and learning
12 Listening reduces stress and tension. …minimizes confusion and Listening reduces stress and tension …minimizes confusion and misunderstanding, eliminating related stress and tension
13 Listening is CRITICAL in conflict resolution …much conflict comes from the need to be heard. Successful resolution depends on being a non-anxious presence.
14 Barriers to Listening Equate With Hearing Uninteresting Topics Speaker’s DeliveryExternal DistractionsMentally Preparing ResponseListening for FactsPersonal ConcernsPersonal BiasLanguage/Culture DifferencesFaking Attention
15 Bad Listening Habits Criticizing the subject or the speaker Getting over-stimulatedListening only for factsNot taking notes OR outlining everythingTolerating or creating distractionLetting emotional words block messageWasting time difference between speed of speech and speed of thought
16 When Are You Listening?Non-Verbal EncouragersVerbal Encouragers
17 Active Listening… Allows you to make sure you hear the words and understand the meaning behind the wordsGoal: go beyond listening to understanding
18 Active Listening Requires… Definite Intent to ListenFocus on the SpeakerVerbal and Non-Verbal EncouragersFeedback Loop to Insure Accuracy
19 Active Listening (4 Steps) QuestionReflect-ParaphraseAgree
20 Step 1: Listen To Feelings As Well As Words Focus on Speaker Words – Emotions -- ImplicationsFocus on SpeakerDon’t plan, speak, or get distractedWhat Is Speaker Talking About?Topic? Speaker? Listener? Others?Look At SpeakerUse Verbal & Non-Verbal Encouragers
21 Step 2: Question 3 Purposes Open-ended Demonstrates you are listening Gather informationClarificationOpen-endedTell me more?How did you feel?Then what happened?
22 Step 3: Reflect-Paraphrase Reflect What Is Said (In your words)Reflect FeelingsReframeCapture the essence of the communicationRemove negative framingMove toward problem solving
23 Step 4: Agree Get Speaker’s Consent to Your Reframing Speaker Has Been Heard and Knows It!Solution Is Near!
24 Activity Speaker – talk for 2 min. Listener – listen using the skills we’ve discussedObserver – observe the application of the skills and take notes