COMMUNICATIONSOFT SKILLS SERIES

Anthony Elgan

Corporate Trainer

• Communication Styles1

• Listening2

• HEAR Model3

Today’s Overview

COMMUNICATION

9 Percent

WRITING(least used, most taught)

16 Percent

READING(2nd least used,

2nd most taught)

45 Percent

LISTENING(most used, least taught)

30 Percent

TALKING(2nd most used,

2nd least taught)

9 Percent

WRITING(least used, most taught)

16 Percent

READING(2nd least used,

2nd most taught)

45 Percent

LISTENING(most used, least taught)

30 Percent

TALKING(2nd most used,

2nd least taught)

0%0%0%0%0%

100%

0%0%0%0%0%0%0%0%0%

Ways We Communicate

Effects of Poor Listening

Inaccurate orders Upset Clients

Missed Shifts Errors in location

scheduling

Unsolved Problems Unmet Deadlines

Inadequately

Informed, Misinformed, Conf

used, or Angry Staff and

Customers

Wrong Decisions Made in

Interviews

Listen With IntentThe left portion of the character

means "ear", the sense organ. But listening is more than hearing.

The "self" character is our pre-disposed bias to hear what we want to hear.

The "eyes" character reminds us of the importance of body language. They are also the 'windows to the soul' and ask us to be aware of the emotions, which underlie verbal communication.

Listening also requires our "undivided attention"-concentration allows a listener to be fully present.

True listening must involve the "heart", the empathy to what is being communicated.

The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer.

~Henry David Thoreau

Ear

Self

Eyes

UndividedAttention

Heart

QUIZ!

HEAR Model

• H—Hear the speaker’s words.

– Listen attentively to her words and feelings.

– Keep an open mind. Avoid letting your own feelings, attitudes, or opinions interfere with your ability to listen.

– Do not evaluate, censor, or try to monopolize the conversation.

– Do not interrupt. It is important to listen to the speaker’s entire thought before you respond.

HEAR Model

• E—Empathize with the speaker; put yourself in her shoes.

– Display an interest in her point of view, even, or maybe especially, if it differs from your own.

– Listen for facts, ideas, and feelings.

– Listen for the thoughts behind the words.

– Check for understanding, by paraphrasing the facts as well as the speaker’s position. (“Are you saying that we need to improve our data collection systems based on the records you looked at and the conversations you’ve had with staff across the organization?”)

HEAR Model

• A—Analyze the speaker’s words and thoughts.

– Listen for the thoughts behind the words. Thinking is faster than speech. Use your extra “thought time” to summarize, review, and anticipate.

HEAR Model

• R—Respond is the last stage of hearing.– Pay attention and show it

– Include statements such as “I see,” “yes,” and “I understand.”

– Hold off on your evaluation. Hear the speaker out. Avoid premature advice.

– Do respond. It is especially difficult to talk to someone when there is no apparent reaction.

– Check to be sure the speaker understands your response.

Objectives: Recap

• Identify the Benefit of Active Listening– Fewer mistakes and better relationships

• Understand and apply Empathic Listening– Listening for words AND feelings

• Apply the HEAR Model to Your Job– How will you apply it?

• Understand How You Communicate Affects Others’ Listening– How will you communicate more clearly?

QUESTIONS?