copy of asa-listening skills

8/14/2019 Copy of ASA-Listening Skills

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LISTENING SKILLS


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Effective Listening

To Improve communication

Improve management skillsImprove your personal productivity


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Why should I listen?

More than any other activity, exceptbreathing, we listen

Half of all communication time is spent inlisteningListening is the receiving part of

communication


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Listening is -

Receiving information through your ears andeyes

Giving meaning to that informationDeciding what you think (or feel) about thatinformation

Responding to what you hear


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Much of listening is work related

Attending meetings, briefings and lecturesPersonal counseling (one-to-one)Giving instructions

Interviewing othersMaking decisions based on verbal informationSelling or marketing a product or service

Managing othersServicing other groups/departmentsUsing the telephone


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What is in it for you?

Increases your incomeImproves your companys profits

Makes you more promotableIncreases your job satisfactionImproves your abilities to solve problems

Keeps you aware of what is going on in yourorganization


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Asleep at the switch Costs of lazylistening

Most of us are not good listenersListen at about 2.5% of our potential

We ignore, forget, distort ormisunderstand 75% of what we hearHard to believe but true!

Lazy listening habits can be very costlyboth to our business and to ourselvesCould you relate your experiences?


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Why should we listen?

What are the advantages of overcominglazy listening habits and changingunproductive ways of listening?

List as many reasons as you can think of


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50 reasons to become a betterlistener

1. To learn something2. To be entertained3. To understand a situation4. To get information5. To be courteous6. To be responsible7. To prevent accidents8. To be team player


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9. To ask intelligent questions

10.To improve confidence11.To protect freedom12.To find people's needs

13.To reach a productivity target14.To be valued and trusted15.To use money wisely

16.To be more efficient17.To make accurate evaluations18.To make comparisons


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19.To understand be understood20.To analyze speaker and purpose21.To develop a reputation for being a

good listener

22.To get the best value23.To improve discipline24.To enhance relationships

25.To solve problems26.To show you care27.To satisfy curiosity


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28. To be safe

29. To be a good lover30. To make intelligent decisions31. To prevent waste32. To make money33. To avoid embarrassment34. To stay out of trouble35. To save time

36. To be a determining consumer37. To be a supportive friend38. To give an appropriate response39. To enjoy sounds of nature


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40. To create a win-win situation41. To control distractions

42. To increase concentration43. To improve your vocabulary44. To build rapport

45. To be prepared for a sudden shift inspeakers topic or intention

46. To be a batter family member

47. To settle disagreements48. To maintain a flexible attitude49. To improve your personality50. To use gift of hearing


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Benefits of listening a quick true orfalse

1. Skill in listening improves your selfconfidence

2. People like you when you listen to them

3. Good listeners are usually more efficient incompleting their work4. What you create with good listening is

flexibility in settling dis-agreements5. Intelligent responses are easier when you

listen6. More decisions are made by shooting from

hip than by listening to the opinions ofothers.


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7. Learning to listen to clients helps youto respond more quickly to their needs

8. Few good listeners are promoted to

top management positions9. Good listeners are not oftenembarrassed by unnecessarymistakes

10.Handling distractions is difficult forgood listeners


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Business Thrives When Employees

ListenBetter understand problemsSustain attention

Retain informationImprove working relationships


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Basic Rules of Good Listening

Banish distraction, physical & mentalRelax and turn off mental jabbering of yourthought processGet the others to relaxWork hard at listeningGrasp what is going on in speakers mind what did they mean by this, why did they notsay thatShow that you are listening make an eyecontact and if you have to speak off or makea note explain why


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Unless you listen effectively

You do not understand fully the pointsbeing made

Do not really know what your colleaguesare afterHave no idea why that point is beingmade now, in this way and by this personCannot gauge others sincerity


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Active Listening

Be empatheticConcentrate

Show curiosity Ask questionsWatch body language

Dont stop in between, and Watch eye contact, posture, gestures


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Ten Tips For Tip-Top Listening

Take notes, they add retentionListen now, report later (plan to tell someone

what you heard, you will remember it better)Learn to want to listen. You must havedesire, interest, self discipline and

concentration to be a good listenerBe present, check day dreaming

Anticipate excellence


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Become a whole body listener. Listenwith your eyes, ears and heartBuild rapport by pacing the speaker

Control your emotional Hot Buttons Control distractions (internal / external)Give the gift of listening


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The Joy of Small Change

1. Notice small change- Recognize your improvements- Give yourself a pat on the back as they occur

- Acknowledge improvements is a form ofpositive re-enforcement

2. Keep a log of significant listening habit change

- Enjoying a previously dull meeting- Receiving positive responses from others- Feeling good about not interrupting acolleague at coffee


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3. Acknowledge set back but do not givein to them4. Stay with it

It is easy to slip back into old habits


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Listening

Listen to objections Acknowledge themShow positive side of proposal first

Recognize openly their less desirable sideExplain vividly and simply how the net resultwill be a gain for

- organization- department- individual

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