With Kathy Bote’

Module Three:

Effective Listening Skills

t

Listening Facts

• We listen at 1,000 -1,200 words a minute.

• 70 – 90 % of what you say is screened out

• Recall less than 50 % of what was said

• Fewer than 2 % get formal training

• We speak 300 words per minute

tCosts

Frustration Conflicts

RelationshipsTime

Money

Ineffective Listening

Course Goals

Understand the listening

process

Overcome barriers

Encourage open

communicationUse

empathic listening

Make effective

listening a habit

Course

Goals

LISTENING A POWERFUL TOOL FOR LEADERS

YOURS THEIRS

OTHER

REALITY

Upper left corner

Upper right corner

“The single biggest problem in communication is the illusion

that it has taken place.”

George Bernard Shaw

Levels

of

Listening

Ignoring

Pretending

Selecting

Attending

Feeling

SIX BLOCKS TO LISTENING

BLOCKS

TO

LISTENING

Placating

Competing

Rehearsing

Dreaming

Advising

Combating

Filtering

Steps to Empathic Listening

Prepare

Receive

Confirm

Prepare to Listen

◦ Eliminate distractions

◦ Make the conscious decision to listen

◦ Put ego aside

◦ Take notes

t….

Be attentive

Show attention

(“hmm”…)

Askquestions

5 Steps to Recieving

Recieving

Listen to content

Listen for

emotion

Confirm Understanding

1

2

3

Restate

Reflect

Add on

20

“We are what we

repeatedly do.

Excellence, then,

is not an act,

but a habit.”

— Aristotle

4

1 32

5 6

PRACTICE ACTIONS

Focus on one

person

Practice the

5 receiving

steps

Follow with

4 confirming

steps

Document

the outcome

Repeat daily

Prepare to

listen

“Listening is so close to loving, most people

don’t know the difference.”

Jim Cairo

With Kathy Bote’

Module Three:

Effective Listening Skills