listening
Post on 13-May-2015
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LISTENING
Agenda Why listening Levels of listening Bad habits of listening Be a active listening
Why listening important / purpose The way you
decode/get the information
Seek understand then to be understand / Listen then speak
Find the truth/key Gain friendship and
trust
Listening Via Ear Eye Body Word Heart Ear ->Hear - Heart
Levels Hearing Attending Understanding Responding Remembering
Practice What is the listening level of them
Bad habits Give no response Negative response (distract ..) Interrupt Tell your own story Criticize Finishing other’s words
Bad habits More speak Less listening More content Less emotion More aggressive Less patient More passive Less active More subjective Less Objective
Active listening Pre listening While listening Post listening
Pre listening Know your speaker Know the purpose Build appropriate atmosphere Blending / Small talk
While Listening Adapt to speaker Show your interesting Don’t interrupt Involve your whole body Feeling the speaker Give response
While Listening - Adapt Use speaker’s word’s habit Use common words
Use WE instead of YOU Use Let’s/Shall we instead of Can you Use Why not instead of You should
Adapt to speaker’s style (Rapid, Slow) Adjust your style
Show your acceptance and understanding Synchronize your emotion with speaker Make speaker feel comfortable
While Listening - Interest Encourage in verbal
That’s interesting Sounds great , tell me more
Be open mind Use your body language
look exciting Change a posture Suddenly look
Use your vocal tone Change your tone
While listening – don’t interrupt Silence Don’t judge Body language
Nodding … Eye contact
Use appropriate words. Oh ? Em … And ? Go on …
While listening – body Facing the speaker Eye contact Facial expression
Smile … Serious …
Distance Posture
relaxed or rigid leaning in or away
Remove physical distractions
Feeling the speaker Focus attention on: facial expressions,
posture, gestures and actions. Read non-verbal in context of the
conversation. Note discrepancies between what people say
and how they act. For example, if they say they are happy, do they look and act happy?
Be aware of your feelings and physical reactions.
While listening – Reflect listening Paraphrasing Question Summary
While listening - Paraphrasing Paraphrasing: restates the speakers’ feelings
and content in your own words that demonstrates acceptance and understanding.
• Also called backtracking, mirroring.• Also a form of blending.
While listening – reflect formula You feel (insert the word or feeling)
because (insert the event or other content that is associated with the feeling).”
While listening - Question Ask questions for clarification and
understanding. Two kinds of questions
Open Close
Use questions for Seek the result / further information Clarify your doubt Sort out speaker’s idea Lead conversation direction
While listening - Summarize Benefit
Get key points Get conclusion Gain mutual understanding
Format User 1, 2, 3 Simple Short Concise
Get confirm with speaker Following up or action items if needed
Post listening Close out
Thanks to the speaker??? Show your acceptance and understanding Get the real meaning Nail the conclusion
Observe the emotional result ( feeling , attitude) Give feedback Take actions to the following up Prepare next conversation if needed
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