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Similaire à 20191016 the art of listening (1.5)
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20191016 the art of listening (1.5)
- 1. The Art of Listening A GUIDE TO ACTIVE LISTENING
- 2. “We have two ears and one mouth so that we can listen twice as much as we speak.” - Epictetus
- 3. It requires that the listener: • Fully concentrate • Understand • Respond • Remember what is being said What is Active Listening?
- 4. • This is a skill that is useful throughout life • It involves making sounds that indicate attentiveness • Giving feedback in the form of a paraphrased rendition of what has been said What is Active Listening?
- 5. • To get valuable information like directions, work instructions, or even clues on how to handle a customer or client. • We listen to learn. For example – this training! • We also listen for enjoyment. For example – movies, news, music. Why do we Need to Listen?
- 6. The Artist Now, lets see if you can listen to a situation and remember details.
- 7. Even though your ears are capable of picking up on so many words, your brain doesn't necessarily process all of them. Most people usually only remember about 17 to 25% of the things they listen to. How Much of What we Hear is Absorbed?
- 8. You might be surprised to learn that your words only convey about 7% of what you're trying to say. The other 93% is communicated through facial expressions, body language, and the tone of your voice. How Important are the Words We Say?
- 9. People spend between 70 and 80% of their day engaged in some form of communication, and about 55% of their time is devoted to listening. How Much Time do People Spend Listening?
- 10. Research shows that men only use half their brain to listen while women engage both lobes. If you constantly feel like your spouse or significant other is tuning you out, that may be why. Are Men or Women Better Listeners?
- 11. When you are on the job, you may need to hear directions, or listen for clues on how to help someone. This can also be visual, in a sense you can “listen” with your eyes. Pay Attention:
- 12. The use of body language and small verbal cues can also show the speaker that you are engaged. Show the Speaker That You are Listening:
- 13. Provide Feedback: Sometimes there is a big difference between what you may hear and what the speaker actually said. This can be clouded by our beliefs, culture, or even how our day is going. It’s okay to clarify. Maybe the speaker is rushed when giving direction and is not clear. Go ahead and ask for clarification.
- 14. Defer Judgement: Interrupting and arguing is a waste of time. This can cause the speaker to cut their message short and not allow you to get the full understanding of what they were communicating to you.
- 15. Respond Appropriately: When you practice active listening, you will see it is designed to encourage respect. By listening effectively, you are essentially receiving information and gaining the speaker’s perspective.
- 16. Activity – Telephone Can you pass along the food order correctly?
- 17. Final Thoughts Active listening is a technique that is used in counseling, training, and solving disputes or conflicts. Active listening is an important business communication skill. We need to find an interest in what we are listening to in order to fully comprehend it. “Listen” with your eyes. The use of body language and small verbal cues can show the speaker that you are engaged. Confirm what was said by stating: “What I hear you saying is…” Treat the other person the way you want to be treated.
Notes de l'éditeur
- Notes: Let’s use what we do here as an example. When talking to a borrower, or a client, we need to fully concentrate, understand, respond, and then remember what is being said. Right? Now look at another definition. According to Wikipedia: Active listening is a technique that is used in counseling, training, and solving disputes or conflicts. It requires that the listener fully concentrate, understand, respond and then remember what is being said.
- Notes: Does any of that sound familiar? It sounds to me that a big part of actively listening is APAT. According to the Business Dictionary: The act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech. Activity listening is an important business communication skill, and it can involve making sounds that indicate attentiveness, as well as, the listener giving feedback in the form of a paraphrased rendition of what has been said by the other party for their confirmation.
- Notes: We need to find an interest in what we are listening to in order to fully comprehend it. One example could be music. How many songs have you heard in your lifetime? No matter the number, you can probably remember the lyrics to songs you heard when you were a child. That’s because you were interested in that song. Imagine if you were that interested in a normal conversation with your manager? What would that look like?
- The Artist: Ok, You are an artist. The artist starts by painting a few trees. You paint one tree that almost all the leaves have fallen, one tree has leaves with various changing colors. Next in the top right corner, you paint 2 people having a picnic. Then you add 6 children playing in the bottom left corner of the painting. Lastly, you have 3 birds flying above. Ask the question – How old is the artist? Answer – Your own age. (You are the artist).
- Notes: So now that we know what listening means, and why we need to listen; it sounds easy! Well, you would think. There are several factors that go into listening effectively. Article listening statistics: 23 facts you need to hear. By Rebecca Lake
- Article listening statistics: 23 facts you need to hear. By Rebecca Lake
- Article listening statistics: 23 facts you need to hear. By Rebecca Lake
- Article listening statistics: 23 facts you need to hear. By Rebecca Lake
- Notes: Tips on paying attention: • Make sure you look at the speaker, if you’re looking down or out a window, it may show you are not paying attention. • Don’t be distracted by thinking about the weekend, the fact that it’s raining (snowing) outside, or the conversation going on behind you. • Pay attention to the speaker’s body language. You can pick up on their emotional state. (Happy, sad, angry.)
- Notes: Tips on showing that you are listening: • Nod occasionally. • Sit up straight and smile. • Say things like “yes,” “okay,” or “I agree.”
- Notes: Tips on providing feedback: • You can reflect on or confirm what was said by stating: “What I hear you saying is…,” or “Sounds like you are telling me to…” • You can clarify by asking questions. i.e. – “What did you mean by that?” • Simply summarize what was said. “So, you want me to summarize what was said?”
- Notes: Tips on defer judgement: • Allow the speaker to finish their point before clarifying or asking questions. • Don’t interrupt with an argument.
- Notes: Tips on responding appropriately: • Be open and honest in your response. • Be respectful. • Treat the other person the way you want to be treated.
- Instructions: Line up the class and whisper the order to the first person. The person that was just told the order then tells the next in line, and so on. Can you get the order correct? Can I please have 3 cheeseburgers, 2 with only ketchup, 1 no onions. I need those delicious chicken tenderloins with a side of ranch sauce. Also, I want 2 large chocolate shakes.