learn to listen presented by robert sevret, discover student loans [email protected]
TRANSCRIPT
Program Goal
After completing this session you will better After completing this session you will better understand your current level of listening skill understand your current level of listening skill and learn improvement techniques which will and learn improvement techniques which will heighten your communication effectiveness. heighten your communication effectiveness.
““Listening occurs when there Listening occurs when there is is a high degree of a high degree of correspondencecorrespondence between the sender’s original between the sender’s original message and the listener’s message and the listener’s re-creation of that message.” re-creation of that message.”
Listening
EXTERNALEXTERNAL
Listening Barriers
INTERNALINTERNAL
Noise
Visual Distractions
Objects
The Speaker
The Physical Setting
Anxiety
Mental Laziness
Boredom
Close Mindedness
Emotional Reaction
Impatience
Your frame of reference should be Your frame of reference should be listening behavior during one-on-one listening behavior during one-on-one conversations.conversations.
Read each statement on Pages Read each statement on Pages 3-5. 3-5. Decide how often you practice the behavior Decide how often you practice the behavior using the Response Key on Page 2.using the Response Key on Page 2.
Circle the letters that correspond to Circle the letters that correspond to your choice on the Response Form.your choice on the Response Form.
Listening Self-Assessment
AA = Almost AlwaysMT = Most of the TimeST = Some of the TimeOC = OccasionallyAN = Almost Never
Separate the Response Form from the Separate the Response Form from the Scoring Form by lifting from the Scoring Form by lifting from the bottom.bottom.Add the numbers in each column down into Add the numbers in each column down into
the Subtotal boxes titled: Staying Focused, the Subtotal boxes titled: Staying Focused, Capturing the Message and Helping the Capturing the Message and Helping the Speaker.Speaker.Add the three Subtotal boxes across to Add the three Subtotal boxes across to obtain an overall Listening Effectiveness obtain an overall Listening Effectiveness score.score.
Scoring Your Self-Assessment
121 - 135121 - 135EffectiveEffective
Your Scores
136 - 150 136 - 150 SUPERSTAR!!!SUPERSTAR!!!!!
61 - 120 61 - 120 Room for ImprovementRoom for Improvement
0 – 60 0 – 60 DANGER ZONEDANGER ZONE
Where are
You?
The Three Dimensions of The Three Dimensions of ListeningListening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying Staying FocusedFocused
Helping the Speaker
VISIBLE
PG 13
The Three Dimensions of The Three Dimensions of ListeningListening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying Staying FocusedFocused
Helping the Speaker
VISIBLE
►Prepare Prepare ► MonitorMonitor► ControlControl
PG 14
Staying Focused - Your Score
If you scored If you scored 35 or Above35 or Above- Good job! You usually give your undivided- Good job! You usually give your undivided attention to the speaker attention to the speaker
- Even if you have an occasional lapse, you - Even if you have an occasional lapse, you areare mentally able to bring your self back mentally able to bring your self back
If you scored If you scored Below 35Below 35- You have lapses in concentration and are - You have lapses in concentration and are caught offcaught off guard by sudden questions or requests for guard by sudden questions or requests for feedbackfeedback- You are unable to refocus even when you are- You are unable to refocus even when you are aware you’ve lost attention aware you’ve lost attention
PG 15
Mentally prepare to Mentally prepare to listen.listen.
Give your mind a visual pointer.Give your mind a visual pointer.
Approach listening as Approach listening as an opportunity to an opportunity to learn.learn.
Create an Create an environment environment conducive to conducive to listening.listening.
Staying Focused
PG 16
The Three Dimensions of The Three Dimensions of ListeningListening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying Staying FocusedFocused
Helping the Speaker
VISIBLE
► Take notesTake notes
► SummarizeSummarize
► Ask questionsAsk questions
► Keep an open mindKeep an open mind► Be neutralBe neutral► Set aside biasSet aside bias
PG 17
Capturing the Message - Your Score
If you scored If you scored 35 or Above35 or Above- Good job! You usually understand the - Good job! You usually understand the messagemessage even when you don’t agree or are taken even when you don’t agree or are taken abackaback- You ask questions, are alert to tone and - You ask questions, are alert to tone and non-non- verbals, and speakers feel they are verbals, and speakers feel they are understoodunderstoodIf you scored If you scored Below 35Below 35
- You often are not sure what the speaker was - You often are not sure what the speaker was tryingtrying to say and are uncomfortable asking to say and are uncomfortable asking questionsquestions- Speakers may get frustrated trying to get - Speakers may get frustrated trying to get their their ideas or information across to you ideas or information across to you
PG 18
Create comprehension check-points.Create comprehension check-points.
Practice asking different kinds of Practice asking different kinds of questions.questions.
Take strategic notes.Take strategic notes.
Don’t miss the forest Don’t miss the forest for the trees.for the trees.
Humanize the speaker.Humanize the speaker.
Capturing the Message
PG 19
The Three Dimensions of The Three Dimensions of ListeningListening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying Staying FocusedFocused
Helping the Speaker
VISIBLE
► AVOID: distracting comments & actionsAVOID: distracting comments & actions► OFFER: encouragement and supportOFFER: encouragement and support
PG 20
Helping the Speaker - Your Score
If you scored If you scored 35 or Above35 or Above- - Good job! You express, physically and Good job! You express, physically and verballyverbally that you are listening. You use appropriate that you are listening. You use appropriate bodybody language, facial expressions and eye contact language, facial expressions and eye contact andand encouraging words and comments encouraging words and comments
If you scored If you scored Below 35Below 35
PG 20
- - You are staring blankly, fidgeting, not You are staring blankly, fidgeting, not responding inresponding in any way, and/or sharing no physical expressions any way, and/or sharing no physical expressions-- You are verbally interjecting at the You are verbally interjecting at the wrong time,wrong time, finishing sentences or changing the finishing sentences or changing the subject subject before the speaker is ready before the speaker is ready
Take a breath before you Take a breath before you interrupt.interrupt.
Put your ego on hold.Put your ego on hold.
Eliminate distractions.Eliminate distractions.
Prepare to be tested.Prepare to be tested.
Helping the Speaker
After you leave today, take a few minutes to After you leave today, take a few minutes to reflect on the specific questions you scored 3 reflect on the specific questions you scored 3 or Below.or Below.
The Listening ModelThe Listening Model
The Listening Improvement The Listening Improvement Strategies found on Pages 15 -21Strategies found on Pages 15 -21
The Learning to Listen Improvement The Learning to Listen Improvement Techniques HandoutTechniques Handout
Listening Improvement Plan
Then complete Pages 23 -26 and identify ways Then complete Pages 23 -26 and identify ways to improve your listening effectiveness. Use to improve your listening effectiveness. Use the following tools to generate improvement the following tools to generate improvement ideas:ideas:
Thank You for Participating!
STAY FOCUSEDSTAY FOCUSED
HELP THE SPEAKERHELP THE SPEAKER
CAPTURE THE CAPTURE THE MESSAGEMESSAGE
Remember, listening is a major Remember, listening is a major part of everything you do, so be part of everything you do, so be sure to:sure to: