Speaking _ Listening Skills

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    SPEAKING AND

    LISTENING SKILLS

    Module 2

    SAIMA AFTAB

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    Module 2 SAIMA AFTAB 318

    Listening

    Listening, whether done by individuals or bycompanies and government, is a signal ofrespect. When people dont feel listened to,

    they dont feel respected. And when theydont feel respected, they feel anger andresentment. This resentment is exacerbatedif people think youre pretending to listen but

    arent.Hugo Powell

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    Module 2 SAIMA AFTAB 318

    Hearlistening is more than reaction to sounds

    Focus on Message block out distractions

    Comprehend/Interpret attach meaning

    Analyze/Evaluateview nothing in isolation

    Respond - Feedback

    RememberRepetition

    Mnemonics

    Take Notes (Wheel Book)

    Stages of Listening

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    Benefits of a Good Listener

    Listening improvescommunications

    Listening shows youcare

    Listening showsrespect for thecustomer

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    Types of Listening

    Inactive listening

    Selective listening

    Active listening

    Reflective listening

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    Listening Effectively

    Use appropriate tone of voice

    Understand communication

    Provide feedback

    Feedback is empathetic and nonjudgmental

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    Listening Skills

    Listen to content

    Listen to intentListen non-judgementally

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    Module 2 SAIMA AFTAB 318

    Use Your Mind

    Listen for accuracy

    Listen as though

    you are hearing theinformation for thefirst time

    Listen forinaccuracies

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    Listening Styles

    Results-style:Interested in thebottom line or result of a message.

    Reasons-style:Interested inhearing the rationale behind amessage.

    Process-style:Likes to discussissues in detail.

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    What if communication were not possible?

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    Module 2 SAIMA AFTAB 312

    Managers Should Be

    Active Listeners

    Make eye contact

    Avoid distractions

    Ask questions

    Exhibit appropriate

    expressions

    Paraphrase

    Avoid interrupting

    Dont talk too much

    Combine speaking and

    listening

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    Module 2 SAIMA AFTAB 313

    Active Listening Process and Strategies

    ACTIVE

    LISTENING

    SENSING Postpone evaluation

    Avoid interruptions

    Maintain interest

    EVALUATING

    Empathize

    Organize information

    RESPONDING

    Show interest

    Clarify the message

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    Non-verbal Communication

    Facial Expressions

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    Non-verbal Communication

    Eye Contact Gestures

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    Barriers to Effective Listening

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    Physical Distractions

    Noise

    Movement

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    Mental Distractions

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    Module 2 SAIMA AFTAB 319

    CHECK FEELINGS

    HAPPY

    SAD

    ANGRY

    AFRAID

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    Active Listening

    1.Setting the stage

    Choose an appropriate physical environment

    Remove distractions

    Be open and accessible Listen with empathy

    2. Insuring mutual understanding

    Reflect feelings

    Paraphrase main ideas Interrupt to clarify

    Confirm next steps

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    3. Understanding body language

    Observe position and posturing

    Make eye contact Consider expression and gestures

    4. Suspending judgement

    Concentrate Keep an open mind

    Hear the person out

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    Behaviours that supporteffective listening

    Maintaining relaxed body posture

    Leaning slightly forward if sitting

    Facing person squarely at eye level Maintaining an open posture

    Maintaining appropriate distance

    Offering simple acknowledgements

    Reflecting meaning (paraphrase) Reflecting emotions

    Using eye contact

    Providing non-distracting environment

    Effective Listening

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    Behaviours that hindereffective listening

    Acting distracted

    Telling your own story without acknowledging

    theirs first No response

    Invalidating response, put downs

    Interrupting

    Criticizing Judging

    Diagnosing

    Giving advice/solutions

    Changing the subject

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    Frustration and Chaos!

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    Both children want the orange

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    But without good listening, neither gets whatthey want

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    Techniques to improve listening skills

    PARAPHRASE

    Restate what wassaid in your own

    words

    SUMMARIZE

    Pull together themain points of a

    speaker

    QUESTION

    Challenge speaker tothink further,

    clarifying both yourand their

    understanding

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    How can we improve ourlistening skills?

    Eliminate distraction

    Concentrate

    Focus on the speaker

    Show positive attitude towards the speaker

    Ask questions

    Nod your head

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    How can we improve our

    listening skills? cont. Take notes Ask for clarifications

    Maintain eye contact

    Paraphrasing

    Make encouraging statements

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    Methods of Interpersonal Communication

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    Module 2 SAIMA AFTAB 337

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    EFFECTIVEPRESENTERS

    Encourage participants to present their own ideas;

    Recognize that people need time to think beforespeaking;

    Maintain a comfortable pace so that participants do

    not feel too rushed; Reserve their own ideas and opinions until others

    have had time to respond;

    Accept each contribution with a positive comment;

    Encourage everyone to contribute, but keep thesession focused;

    Are sensitive to cultural and value differenceswithin the audience; and, Set aside any personalbiases.

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    The A B C D Technique for aCaptivating Opening

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    Module 2 SAIMA AFTAB 341

    THANK YOU