Learn to Listen Presented by Robert Sevret, Discover Student Loans Robert.Sevret@Discover.com Robert Sevret email@example.com Program Goal After completing this session you will better understand your current level of listening skill and learn improvement techniques which will heighten your communication effectiveness. Listening “Listening occurs when there is a high degree of correspondence between the sender’s original message and the listener’s re-creation of that message.” Listening Barriers EXTERNAL INTERNAL Noise Anxiety Visual Distractions Mental Laziness Objects Boredom The Speaker Close Mindedness The Physical Setting Emotional Reaction Impatience Listening Self-Assessment Read each statement on Pages 3-5. Decide how often you practice the behavior using the Response Key on Page 2. AA = Almost Always MT = Most of the Time ST = Some of the Time OC = Occasionally AN = Almost Never Circle the letters that correspond to your choice on the Response Form. Your frame of reference should be listening behavior during one-on-one conversations. Scoring Your Self-Assessment Separate the Response Form from the Scoring Form by lifting from the bottom. Add the numbers in each column down into the Subtotal boxes titled: Staying Focused, Capturing the Message and Helping the Speaker. Add the three Subtotal boxes across to obtain an overall Listening Effectiveness score. Your Scores 136 - 150 SUPERSTAR!!!! 121 - 135 Effective 61 - 120 Room for Improvement 0 – 60 DANGER ZONE Where are You? The Listening Model The Three Dimensions of Listening INVISIBLE VISIBLE Staying Focused Capturing the Message Helping the Speaker PG 13 The Listening Model The Three Dimensions of Listening INVISIBLE VISIBLE Staying Focused Capturing the Message ►Prepare ► Monitor ► Control Helping the Speaker PG 14 Staying Focused - Your Score If you scored 35 or Above - Good job! You usually give your undivided attention to the speaker - Even if you have an occasional lapse, you are mentally able to bring your self back If you scored Below 35 - You have lapses in concentration and are caught off guard by sudden questions or requests for feedback - You are unable to refocus even when you are aware you’ve lost attention PG 15 Staying Focused Mentally prepare to listen. Create an environment conducive to listening. Approach listening as an opportunity to learn. Give your mind a visual pointer. PG 16 The Listening Model The Three Dimensions of Listening INVISIBLE Staying Focused VISIBLE ► Ask questions ► Summarize ► Take notes Capturing the Message ► Keep an open mind ► Be neutral ► Set aside bias Helping the Speaker PG 17 Capturing the Message - Your Score If you scored 35 or Above - Good job! You usually understand the message even when you don’t agree or are taken aback - You ask questions, are alert to tone and nonverbals, and speakers feel they are understood If you scored Below 35 - You often are not sure what the speaker was trying to say and are uncomfortable asking questions - Speakers may get frustrated trying to get their ideas or information across to you PG 18 Capturing the Message Humanize the speaker. Take strategic notes. Don’t miss the forest for the trees. Practice asking different kinds of questions. Create comprehension check-points. PG 19 The Listening Model The Three Dimensions of Listening INVISIBLE VISIBLE Staying Focused Capturing the Message Helping the Speaker ► AVOID: distracting comments & actions ► OFFER: encouragement and support PG 20 Helping the Speaker - Your Score If you scored 35 or Above - Good job! You express, physically and verbally that you are listening. You use appropriate body language, facial expressions and eye contact and encouraging words and comments If you scored Below 35 - You are staring blankly, fidgeting, not responding in any way, and/or sharing no physical expressions - You are verbally interjecting at the wrong time, finishing sentences or changing the subject before the speaker is ready PG 20 Helping the Speaker Take a breath before you interrupt. Put your ego on hold. Eliminate distractions. Prepare to be tested. Listening Improvement Plan After you leave today, take a few minutes to reflect on the specific questions you scored 3 or Below. Then complete Pages 23 -26 and identify ways to improve your listening effectiveness. Use the following tools to generate improvement ideas: The Listening Improvement Strategies found on Pages 15 -21 The Listening Model The Learning to Listen Improvement Techniques Handout Remember, listening is a major part of everything you do, so be sure to: STAY FOCUSED CAPTURE THE MESSAGE HELP THE SPEAKER Thank You for Participating!