LISTENING LOUD AND CLEAR:

COMMUNICATION SKILLS FOR PEOPLE

WHO WOULD RATHER TALK AND THOSE WHO

WISH THEY WOULD BE QUIET AND LISTEN

Based on the Research of : Adler, R. Rosenfield, L. And Proctor, R. (2001)

Listening is the ability to accurately receive and interpret messages, it is the key to all effective communication, without the ability to listen effectively messages are easily misunderstood-

Communication breaks down and the sender of the message becomes easily irritated.

Listening is not the same as Hearing

Hearing refers to the sounds that you hear, whereas listening requires more than that: it requires focus.

Listening means paying attention not only to the story, but how it is told. It means being aware of both verbal and non-verbal messages.

What does it mean to really listen?Real listening is an active process that has 3 Basic Steps:1. Hearing2. Understanding3. Judging

Thinking Fast- Remember : Time is on your side! Thoughts move

about four times as much as speech. With practice, while you are listening you will be able to think about what you are hearing, really understand it and give feedback to the speaker.

PRINCIPLES OF LISTENINGStop Talking

“If we were supposed to talk more than we listen, we would have two tongues and one ear.” Mark Twain.

Put the Speaker at Ease- Help the speaker to feel free to speak.- Maintain eye contact but don’t stare – show you are listening and understanding what is being said.

Remove DistractionsEmpathiseBe PatientAvoid Personal PrejudiceListen to the ToneListen for Ideas – Not Just WordsWait and Watch for Non-Verbal

Communication

Face the speaker and maintain eye contact. Be attentive, but relaxed. Keep an open mind. Listen to the words and try to picture what the

speaker is saying. Don’t interrupt and don’t impose your “solutions.” Wait for the speaker to pause to ask clarifying

questions. Ask questions only to ensure understanding. Try to feel what the speaker is feeling. Give the speaker regular feedback Pay attention to what isn’t said – to nonverbal cues

THAT’S ALL...THANK YOU FOR LISTENING...