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 Three Dimensions of ListeningThe Three Dimensions of Listening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying FocusedStaying Focused
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 Three Dimensions of ListeningThe Three Dimensions of Listening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying FocusedStaying Focused
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
If you scored If you scored 35 or Above35 or Above
-- 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 Three Dimensions of ListeningThe Three Dimensions of Listening
The Listening Model
the MessageCapturingCapturing
INVISIBLEINVISIBLE
Staying FocusedStaying Focused
Helping the Speaker
VISIBLE
►► AVOID: distracting comments & actionsAVOID: distracting comments & actions
►► OFFER: encouragement and supportOFFER: encouragement and supportPG 20
Helping the Speaker - Your Score
If you scored If you scored 35 or Above35 or Above
-- 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: