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TRANSCRIPT
GPI Leadership Fundamentals Overview
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Webinar Guide Lines
Do not put the webinar call on hold.
Keep your phone on mute when not speaking.
Respect the facilitator and your fellow teammates who are speaking or asking questions.
Participate and have FUN!
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Introduction
Hi, I’m Bruce Gross Sr Instructor for GPI, CARQUEST, & WORLDPAC
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Goal of GPI Leadership Fundamentals
Preparing YOU…
Our Managers to increase your future success with the Company and manage your team.
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GPI Fundamentals Program Goals
Your leadership
Reducing teammate turnover
Positively impact sales growth
Better team building and support
Have a future successes /growth within the company
You as a Manager will understand that how you “influence” and “manage “your team will affect:
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Responsibilities
As the Instructor/Facilitator conducting the Program
• Provide the Training Material • Facilitate the Webinars • Coach • Provide Answers
As Participant in the Program • Complete Personal Action Plan • Attend the Monthly Webinar(s) • Print Material from the Learning Exchange • Attend all 7 Webinars
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Learning Exchange
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Learning Tools in the GPI Learning Exchange
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Unable to attend scheduled Session
If you’re unable to attend the Webinar you are assigned to: Attend one of the other webinars as it will remain in
your Learning Exchange until completed. I take role call before and after each webinar
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Overview of Webinars
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Schedule
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Questions
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Active Listening
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Welcome!
Today, we will discuss tips to help you become a better listener.
We are given two ears and only one mouth…
This is because listening is twice as
hard as talking.
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When we complete this session you should be able to:
Objectives
Understand the importance of active listening
Understand the four listening skills
Increase your understanding of the listening skills
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Hearing vs Listening?
Question: What is the difference between?
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Definition
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Hearing
• the process, function, or power of perceiving sound; specifically : the sense by which noises and tones are received as stimuli
• opportunity to be heard, to present one's side of a case, or to be generally known or appreciated
Listening
• to pay attention to sound
• to hear something with thoughtful attention : give consideration
• to be alert to catch an expected sound
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Question: What is the difference?
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Passive
Active
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Passive Listening vs Active Listening
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Passive • Is little more than listening
• Examples: music, storytelling,
TV
• It’s being polite
Active • Involves listening with a
purpose
• Examples: gain information, instructions, understanding
• It requires the receiver to hear the various messages
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Active Listening Traits
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• Don’t finish the sentences of others
• Don’t answer questions with questions
• Let the other speakers talk
• Provide feedback
• Do not interrupt
• Ask open-ended questions
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Closed and Open Questions
CLOSED OPEN
Definition Can be answered with a single word or short phrase
Likely to receive a long answer
Use To get a quick, definite answer
• To gather more information
• To find out what the other person thinks, believes, or feels
Examples • What year is your car?
• Would you prefer to meet at 1:00 or 3:00?
• Is that correct?
• I can tell that this is important to you. Can you tell me why?
• Can you tell me about the experience you had?
• What other questions do you have?
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Ask Questions to Clarify
What are some closed questions you could ask in each of the following situations?
What are some open questions you could ask in each of the following situations?
Customer tells you they received the wrong water pump.
A repair shop calls to order brakes.
An angry customer is returning a defective alternator.
Your RDO asks you to provide a summary of a project you are working on.
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Habit 5: Seek First to Understand,
Then to be Understood
Active Listening
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Skill #1: Focus on the speaker
Skill #2: Show you are paying attention
Skill #3: Focus on the subject
Skill #4: Ask questions to clarify
Four Active Listening Skills
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Give the speaker time to talk, think, finish
Listen without interrupting
Pause before replying
Skill #1: Focus on the Speaker
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Focus on the Speaker
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Use verbal clues
Skill #2: Show You Are Paying Attention
Maintain eye contact
Use nonverbal clues
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Show You Are Paying Attention
What are some nonverbal cues you see in these picture?
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Briefly restate what you heard
Summarize key points
Stop the internal dialogue
Skill #3: Focus on the Subject
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Skill #3 Focus on the Subject
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Use closed questions to get a short, definite answer.
Skill #4: Ask Questions to Clarify
Use open questions to gather more information.
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1. Focus on the speaker
2. Show you are paying attention
3. Focus on the subject
4. Ask questions to clarify
Review: Four Active Listening Skills
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Active Listening Tips
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• Learn to listen
• Be present
• Stop the internal conversations
• Become a “whole body” listener
• Control your emotional “hot buttons”
• Control distractions
Roll Call
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Questions
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