This is a listening training I have developed and used in several organizations. It is fairly easy to facilitate without notes. The POP QUIZ part is a list of 'trick questions' such as "how many animals did Moses take on the ark before the great flood" and "if a plane crashes on the border of two countries are the survivors buried in the country they were traveling to or from?" I would be happy to provide a list of the questions and purposes for them by request.

1. COMMUNICATION
SOFT SKILLS SERIES
Anthony Elgan
Corporate Trainer

2. Today’s Overview
1
• Communication Styles
2
• Listening
3
• HEAR Model

3. COMMUNICATION

4. 30 Percent
45 Percent
TALKING
LISTENING
(2nd most used,
2nd least taught)
(most used, least taught)
16 Percent
READING
9 Percent
(2nd least used,
2nd most taught)
(least used, most taught)
WRITING

5. Ways We Communicate
100%
0%

6. Effects of Poor Listening
Inaccurate orders
Upset Clients
Missed Shifts
Errors in location
scheduling
Unsolved Problems
Unmet Deadlines
Inadequately
Wrong Decisions Made in
Informed, Misinformed, Conf Interviews
used, or Angry Staff and
Customers

7. Listen With Intent
The left portion of the character
means "ear", the sense organ. But
listening is more than hearing.
Ear
Self
The "self" character is our predisposed bias to hear what we want
to hear.
Eyes
The "eyes" character reminds us of the importance of
body language. They are also the 'windows to the soul'
and ask us to be aware of the emotions, which underlie
verbal communication.
Undivided
Attention
Heart
Listening also requires our "undivided attention"concentration allows a listener to be fully present.
True listening must involve the "heart", the empathy to
what is being communicated.
The greatest compliment that was ever paid me was when one
asked me what I thought, and attended to my answer.
~Henry David Thoreau

8. QUIZ!

10. HEAR Model
• H—Hear the speaker’s words.
– Listen attentively to her words and feelings.
– Keep an open mind. Avoid letting your own
feelings, attitudes, or opinions interfere with your
ability to listen.
– Do not evaluate, censor, or try to monopolize the
conversation.
– Do not interrupt. It is important to listen to the
speaker’s entire thought before you respond.

11. HEAR Model
• E—Empathize with the speaker; put yourself
in her shoes.
– Display an interest in her point of view, even, or
maybe especially, if it differs from your own.
– Listen for facts, ideas, and feelings.
– Listen for the thoughts behind the words.
– Check for understanding, by paraphrasing the
facts as well as the speaker’s position. (“Are you
saying that we need to improve our data
collection systems based on the records you
looked at and the conversations you’ve had with
staff across the organization?”)

12. HEAR Model
• A—Analyze the speaker’s words and thoughts.
– Listen for the thoughts behind the words. Thinking
is faster than speech. Use your extra “thought
time” to summarize, review, and anticipate.

13. HEAR Model
• R—Respond is the last stage of hearing.
– Pay attention and show it
– Include statements such as “I see,” “yes,” and “I
understand.”
– Hold off on your evaluation. Hear the speaker out.
Avoid premature advice.
– Do respond. It is especially difficult to talk to
someone when there is no apparent reaction.
– Check to be sure the speaker understands your
response.

14. Objectives: Recap
• Identify the Benefit of Active Listening
– Fewer mistakes and better relationships
• Understand and apply Empathic Listening
– Listening for words AND feelings
• Apply the HEAR Model to Your Job
– How will you apply it?
• Understand How You Communicate Affects
Others’ Listening
– How will you communicate more clearly?

15. QUESTIONS?