listen up! improving listening skills and awareness
TRANSCRIPT
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Hearing and Listening
Hearing
Mechanism of the ear
A sense
Perceiving sound
Passive
Continuous and pervasive
Listening
Ears are only one input
A skill
Making meaning from sound
Active
Conscious and selective
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Listening depends on more than just the hearing sense
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How we listen
• Listening is unique to each person
• Active or Conscious
• Inner
• Outer
• Created
• Focused
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Listening is at the heart of building empathy
Listening is an active practice of empathy
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Why is listening a struggle?
Constant noise
Hearing fatigue
Distraction
Internal barriers
Not valued like speaking
Not taught or practiced
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Communication model focuses on sender
Sender Receiver
Feedback
Message Channel
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Communication model focuses on sender
Sender Receiver
Feedback
Message Channel
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Barriers and filters
Values and beliefs
Attitudes
Expectations
Intentions
Culture
Situational barriers
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Bad listening habits
• Forming a response before the speaker finishes
• Reliance on other channels – recordings and writing
• Not recognizing our own preconceptions and biases
• “Translating”
• Impatience
• Distraction
• Disinterest
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Active listening exercises
• Silence
• “The mixer”
• Savoring
• Changing listening positions
• RASA = Receive, Appreciate, Summarize, Ask
• Practice and self-evaluation
• Techniques that improve mindfulness and discipline
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Practice, as with any skill
Evaluate against benchmarks or with a partner
Persist
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Creating “a listening”
• Understanding listening positions – awareness, presence, consciousness
• Actively designing “a listening”
• Not setting up the session or writing your script
• Preparing your mind to receive
• Preparing the context mindful of all the potential barriers and remove as many as possible
• Planning to check on your listening
• "Where am I listening from?”
• “Is this working for me?”
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Types of Listening
• Informational Listening (Listening to learn)
• Critical Listening (Listening to evaluate and analyze)
• Therapeutic or Empathetic Listening (Listening to understand feeling and emotion)
• Appreciative Listening (Listening for enjoyment)
• Rapport Listening (Listening to create connection)
• Selective Listening (Listening for specific information)
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Informational and Critical Listening
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Give the gift of enough silence
Know and control your biases and inner voice
Accept their mental model (listen with heart)
Summarize and Ask (RASA)
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Therapeutic or Empathetic Listening
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Understanding vs. retention
Humble questioning
Receive and Appreciate (RASA)
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Takeaways
• Listening relies on multiple senses
• Listening is a key to empathy
• Listening faces many challenges, but you can manage them
• Listening is a learnable skill
• Listening is a lifetime practice
• We can design our listenings in every facet of our work
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As the Research & Strategy Practice Lead with Perficient, I lead a cross-
discipline team of user researchers, UX strategists, IAs, content strategists,
BAs, and analytics experts. Feel free to connect with me through any channel
you may find me:
@karenbachmann
www.linkedin.com/pub/karen-bachmann/4/a/884/
Despite all the dog pics, I live with 6 ferrets
who expect me and the other human
to listen to them, not the other way around.
Got treats?
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Resources
• Listening Skills: http://www.skillsyouneed.com/ips/listening-skills.html
• International Listening Association: http://www.listen.org/
• Conscious Listening, Julian Treasure (Udemy)
• People Skills for UX: Listening with Julian Treasure and Steve Portigal
• How to Speak, How to Listen, Mortimer J. Adler
• Can We Just, Like, Get Over the Way Women Talk?, Ann Friedman http://nymag.com/thecut/2015/07/can-we-just-like-get-over-the-way-women-talk.html?mid=twitter-share-thecut
• Are You Leading or Lording? https://www.linkedin.com/pulse/you-leading-lording-bill-j-koza
• 17 Secrets to Native listening Skill in English, Gabby Wallace (Udemy)
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