business development manager (561)798-5723 … · 2013-02-01 · capturing the message -your score...

Lauren PeavlerBusiness Development Manager(561)[email protected]

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 is Listening occurs when there is

a high degree of correspondencea high degree of correspondence

between the senderbetween the sender’’s originals original

message and the listenermessage and the listener’’s s

rere--creation of that message.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 listening Your frame of reference should be listening behavior during onebehavior during one--onon--one conversations.one conversations.

Read each statement on Pages 3Read each statement on Pages 3--5. 5.

Decide how often you practice the behavior using Decide how often you practice the behavior using

the Response Key on Page 2.the Response Key on Page 2.

Circle the letters that correspond to your Circle the letters that correspond to your

choice on the Response Form.choice on the Response Form.

Listening Self-Assessment

AA = Almost Always

MT = Most of the Time

ST = Some of the TimeOC = Occasionally

AN = Almost Never

Separate the Response Form from the Separate the Response Form from the

Scoring Form by lifting from the bottom.Scoring Form by lifting from the 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 Speaker.Capturing the Message and Helping the Speaker.

Add the three Subtotal boxes across to obtain Add the three Subtotal boxes across to obtain

an overall Listening Effectiveness score.an overall Listening Effectiveness score.

Scoring Your Self-Assessment

121 121 -- 135135

EffectiveEffective

Your Scores

136 136 -- 150 150

SUPERSTAR!!!!SUPERSTAR!!!!

61 61 -- 120 120

Room for ImprovementRoom for Improvement

0 0 –– 60 60

DANGER ZONEDANGER ZONE

Where are You?

The Three Dimensions of ListeningThe Three Dimensions of Listening

The Listening Model

the MessageCapturingCapturing

INVISIBLEINVISIBLE

Staying FocusedStaying Focused

Helping the Speaker

VISIBLE

PG 13


The Listening Model


INVISIBLEINVISIBLE


Helping the Speaker

VISIBLE

►► Prepare Prepare

►► MonitorMonitor

►► ControlControlPG 14

Staying Focused - Your Score

If you scored If you scored 35 or Above35 or Above

-- Good job! You usually give your undividedGood job! You usually give your undivided

attention to the speakerattention to the speaker

-- Even if you have an occasional lapse, you areEven if you have an occasional lapse, you are

mentally able to bring your self backmentally able to bring your self back

If you scored If you scored Below 35Below 35-- You have lapses in concentration and are caught offYou have lapses in concentration and are caught off

guard by sudden questions or requests for feedbackguard by sudden questions or requests for feedback

-- You are unable to refocus even when you areYou are unable to refocus even when you are

aware youaware you’’ve lost attentionve lost attentionPG 15

Mentally prepare to listen.Mentally prepare to listen.

Give your mind a visual pointer.Give your mind a visual pointer.

Approach listening as an Approach listening as an

opportunity to learn.opportunity to learn.

Create an environment Create an environment

conducive to listening.conducive to listening.

Staying Focused

PG 16


The Listening Model


INVISIBLEINVISIBLE


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 biasPG 17

Capturing the Message - Your Score


-- Good job! You usually understand the messageGood job! You usually understand the message

even when you doneven when you don’’t agree or are taken abackt agree or are taken aback

-- You ask questions, are alert to tone and nonYou ask questions, are alert to tone and non--

verbals, and speakers feel they are understoodverbals, and speakers feel they are understood

If you scored If you scored Below 35Below 35-- You often are not sure what the speaker was tryingYou often are not sure what the speaker was trying

to say and are uncomfortable asking questionsto say and are uncomfortable asking questions

-- Speakers may get frustrated trying to get their Speakers may get frustrated trying to get their

ideas or information across to youideas or information across to youPG 18

Create comprehension checkCreate comprehension check--points.points.

Practice asking different kinds of Practice asking different kinds of

questions.questions.

Take strategic notes.Take strategic notes.

DonDon’’t miss the forest t miss the forest

for the trees.for the trees.

Humanize the speaker.Humanize the speaker.

Capturing the Message

PG 19


The Listening Model


INVISIBLEINVISIBLE


Helping the Speaker

VISIBLE

►► AVOID: distracting comments & actionsAVOID: distracting comments & actions

►► OFFER: encouragement and supportOFFER: encouragement and supportPG 20

Helping the Speaker - Your Score


-- Good job! You express, physically and verballyGood job! You express, physically and verbally

that you are listening. You use appropriate bodythat you are listening. You use appropriate body

language, facial expressions and eye contact andlanguage, facial expressions and eye contact and

encouraging words and commentsencouraging words and comments

If you scored If you scored Below 35Below 35

PG 20

-- You are staring blankly, fidgeting, not responding inYou are staring blankly, fidgeting, not responding in

any way, and/or sharing no physical expressionsany way, and/or sharing no physical expressions

-- You are verbally interjecting at the wrong time,You are verbally interjecting at the wrong time,

finishing sentences or changing the subject finishing sentences or changing the subject

before the speaker is readybefore the speaker is ready

Take a breath before you interrupt.Take a breath before you 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 reflect After you leave today, take a few minutes to reflect

on the specific questions you scored 3 or Below. on the specific questions you scored 3 or Below.

The Listening ModelThe Listening Model

The Listening Improvement Strategies The Listening Improvement Strategies

found on Pages 15 found on Pages 15 --2121

The Learning to Listen Improvement The Learning to Listen Improvement

Techniques HandoutTechniques Handout

Listening Improvement Plan

Then complete Pages 23 Then complete Pages 23 --26 and identify ways to 26 and identify ways to

improve your listening effectiveness. Use the improve your listening effectiveness. Use the

following tools to generate improvement ideas:following tools to generate improvement ideas:

Thank You for Participating!

STAY FOCUSED STAY FOCUSED

HELP THE SPEAKERHELP THE SPEAKER

CAPTURE THE MESSAGECAPTURE THE MESSAGE

Remember, listening is a major part Remember, listening is a major part

of everything you do, so be sure to: of everything you do, so be sure to:

business development manager (561)798-5723 … · 2013-02-01 · capturing the message -your score...

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