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					Listening to Learn




             NE-II-130
 Learning Objectives

  l Become aware of how we listen
  l Explore good listening as a communication
    skill
  l Practice the skills of active and empathetic
    listening
  l Examine the relationship between listening
    skills and the receiving and giving of
    feedback

NE-II-130
Why is Listening a Key Skill
of Leadership?
l Listening is a primary means for
  connecting with other people.
l Listening provides the means to
  make decisions and solve problems.
l Not all people are good at conveying
  their thoughts

NE-II-130
   “Seek first to understand
   then be understood”
              Stephen Covey



Stephen R. Covey is chairman and founder of Covey Leadership Center.
He is author of “The Seven Habits of Highly Effective People”, with over 12
million copies sold in 32 languages.
Known internationally as an author, lecturer, teacher and leadership mentor.
Trained thousands of leaders in business, industry, education and government in
the principles of management and leadership development.



  NE-II-130
 Two Parts of Effective
 Listening
  l Active    Listening
       – Reflects back
       – Rephrases
       – No value judgments
       – Strives to hear the message
       – Looks for the main thought or idea
NE-II-130
Two Parts of Effective Listening
        Listening
 l Active
 l Empathetic Listening
      – Sincere attempt to understand
      – Pay attention to body language,
        tone of voice, emotional sense
      – Imagine things from the speaker’s
        point of view

NE-II-130
  Effective Listening
              Active
                and

            Empathetic
NE-II-130
Monitoring our Listening Level
How do you respond –
 • when you are hearing something you don’t want to
   hear?
 • When a speaker is angry?
 • When you are tired or hungry?

A key to effective listening is being aware of our current
situation, energy level and interest.
   •If we are upset, it may affect how we listen
   •Being drowsy will impact our attention span
   •What if you are chilly, hot, or late for another
   appointment?
  NE-II-130
Monitoring our Listening Level
What are some things you can do to help you adjust to better grasp
the message of a speaker?
   •Focus more on what is being said
   •call time out to put on sweater, get something to eat, take care
   of something
        distracting, or let your emotions cool down.
Then you can get back together under conditions more conductive to
good listening.
Can we control every listening situation?
        Often we are in situations that make communication difficult.

 NE-II-130
Good Listening Skills

   Are powerful tools for:
   • calming adversarial situations
   • finding solutions to problems.




NE-II-130
            Listeners should always
               strive to create a
               positive present
               as opposed to a
                negative past.

NE-II-130
Giving and Receiving Feedback

l    Ask questions to build rapport
l    Use open-ended questions
      – Who? Why? How?
l    Listen to their message
l    Be aware of your body language
l    Be aware of their body language



NE-II-130
Tips on Giving Feedback
l    Be helpful.
l    Is recipient open to feedback?
l    Deal only with changeable behaviors.
l    Deal with specifics, not generalities.
l    Describe the behavior; DO NOT evaluate it.
l    Describe the impact to you.
l    Accept your responsibility.
l    Check understanding

NE-II-130
Tips on Giving Feedback

You can give caring feedback
 without a good technique,
but the slickest technique in
the world will not hide a lack
          of caring.

NE-II-130
Tips on Receiving Feedback
  l     Seek out feedback.

  l     Listen carefully.

  l     Listen actively.

  l     Listen empathetically.

  l     Try not to become angry or defensive.


NE-II-130
Tips on Receiving Feedback
  l     Try not to become angry or defensive.

  l     Remember
            – You are not a “bad” person
            – People still like and respect you


  l     Retain perspective and context

  l     Do not discount feedback based upon the
        source

NE-II-130
Tips on Receiving Feedback



            Consider feedback
               to be a gift.
                It truly is.


NE-II-130
   Summary
  l   Effective Listening is a skill that each of us can
      learn and can constantly improve upon.
  l   Listening plays a vital role in forming
      relationships, developing teams, and finding
      solutions.
  l   The best listening is both active and empathetic.
  l   Listening can be a tool in turning a negative
      situation into a positive one.
  l   Listening well is an important part of both
      receiving and giving feedback.

NE-II-130

				
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posted:7/25/2013
language:English
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