gpi leadership fundamentals overviewcarquestcs.adayana.net/.../1_ppt_listening.pdf · goal of gpi...

GPI Leadership Fundamentals Overview

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Webinar Guide Lines

Do not put the webinar call on hold.

Keep your phone on mute when not speaking.

Respect the facilitator and your fellow teammates who are speaking or asking questions.

Participate and have FUN!

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Introduction

Hi, I’m Bruce Gross Sr Instructor for GPI, CARQUEST, & WORLDPAC


Goal of GPI Leadership Fundamentals

Preparing YOU…

Our Managers to increase your future success with the Company and manage your team.


GPI Fundamentals Program Goals

Your leadership

Reducing teammate turnover

Positively impact sales growth

Better team building and support

Have a future successes /growth within the company

You as a Manager will understand that how you “influence” and “manage “your team will affect:


Responsibilities

As the Instructor/Facilitator conducting the Program

• Provide the Training Material • Facilitate the Webinars • Coach • Provide Answers

As Participant in the Program • Complete Personal Action Plan • Attend the Monthly Webinar(s) • Print Material from the Learning Exchange • Attend all 7 Webinars


Learning Exchange


Learning Tools in the GPI Learning Exchange


Unable to attend scheduled Session

If you’re unable to attend the Webinar you are assigned to: Attend one of the other webinars as it will remain in

your Learning Exchange until completed. I take role call before and after each webinar

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Overview of Webinars


Schedule


Questions

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Active Listening


Welcome!

Today, we will discuss tips to help you become a better listener.

We are given two ears and only one mouth…

This is because listening is twice as

hard as talking.

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When we complete this session you should be able to:

Objectives

Understand the importance of active listening

Understand the four listening skills

Increase your understanding of the listening skills

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Hearing vs Listening?

Question: What is the difference between?


Definition

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Hearing

• the process, function, or power of perceiving sound; specifically : the sense by which noises and tones are received as stimuli

• opportunity to be heard, to present one's side of a case, or to be generally known or appreciated

Listening

• to pay attention to sound

• to hear something with thoughtful attention : give consideration

• to be alert to catch an expected sound


Question: What is the difference?

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Passive

Active


Passive Listening vs Active Listening

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Passive • Is little more than listening

• Examples: music, storytelling,

TV

• It’s being polite

Active • Involves listening with a

purpose

• Examples: gain information, instructions, understanding

• It requires the receiver to hear the various messages


Active Listening Traits

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• Don’t finish the sentences of others

• Don’t answer questions with questions

• Let the other speakers talk

• Provide feedback

• Do not interrupt

• Ask open-ended questions


Closed and Open Questions

CLOSED OPEN

Definition Can be answered with a single word or short phrase

Likely to receive a long answer

Use To get a quick, definite answer

• To gather more information

• To find out what the other person thinks, believes, or feels

Examples • What year is your car?

• Would you prefer to meet at 1:00 or 3:00?

• Is that correct?

• I can tell that this is important to you. Can you tell me why?

• Can you tell me about the experience you had?

• What other questions do you have?

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Ask Questions to Clarify

What are some closed questions you could ask in each of the following situations?

What are some open questions you could ask in each of the following situations?

Customer tells you they received the wrong water pump.

A repair shop calls to order brakes.

An angry customer is returning a defective alternator.

Your RDO asks you to provide a summary of a project you are working on.

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Habit 5: Seek First to Understand,

Then to be Understood

Active Listening

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Skill #1: Focus on the speaker

Skill #2: Show you are paying attention

Skill #3: Focus on the subject

Skill #4: Ask questions to clarify

Four Active Listening Skills

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Give the speaker time to talk, think, finish

Listen without interrupting

Pause before replying

Skill #1: Focus on the Speaker

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Focus on the Speaker

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Use verbal clues

Skill #2: Show You Are Paying Attention

Maintain eye contact

Use nonverbal clues

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Show You Are Paying Attention

What are some nonverbal cues you see in these picture?

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Briefly restate what you heard

Summarize key points

Stop the internal dialogue

Skill #3: Focus on the Subject

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Skill #3 Focus on the Subject

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Use closed questions to get a short, definite answer.

Skill #4: Ask Questions to Clarify

Use open questions to gather more information.

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1. Focus on the speaker

2. Show you are paying attention

3. Focus on the subject

4. Ask questions to clarify

Review: Four Active Listening Skills

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Active Listening Tips

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• Learn to listen

• Be present

• Stop the internal conversations

• Become a “whole body” listener

• Control your emotional “hot buttons”

• Control distractions

Roll Call


Questions

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gpi leadership fundamentals overviewcarquestcs.adayana.net/.../1_ppt_listening.pdf · goal of gpi...

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