07 - Keys to Better Listening
Keys To Listening
Listening Increases Knowledge
Knowledge = Power
Hearing vs. Listening
Hearing is… sound waves
Listening is…understanding
Listening requires…. Time, Focus, Energy, Desire
So what do we do to be better listeners? We…
Become aware of our listening habits
Want (desire) to be a better listener
Practice our new-found listening knowledge at every opportunity
Put forth effort – Be ready to be tired
Focus, re-focus, and re-focus (concentration) – Spare brain time
Become less self-oriented
Respect speaker and message
Withhold our judgment
Keep an open mind to the message
Listen for facts, key words, feelings & contentHow message is being said – (On the telephone it is harder)
Empathize
Maintain eye contact
Remain silent – and tolerate silence –Silence is “think” time
“Silent” – “Listen”
Stop multi-tasking
Tell someone else to reaffirm message
Take notes
Exercise patience
Become Active Listeners
Ask Questions
For information
Probe for more details
Use open-ended questions
Ask Who, what, where, when, why, how
Be specific with your questions
Paraphrase
“Echo” back – repeat the speaker’s thoughts to clarify
Summarize
Vary your responses – Be sincere
Verbal
Nonverbal (body language)
Posture
Vocal – tone
When listening avoid:
Defensiveness
Selective listening
Filing in the gaps
Emotional responses
Active Listening
Focus on the speaker
Keep an open mind
Tolerate silence
Ask questions
Repeat the speaker’s thoughts
Listen for facts and key words
Listening – Different ways to respond
Questioning – “Why isn’t the computer working?”
Paraphrasing – “It sounds like you are saying the computer will not even boot up.”
Empathizing – ““I agree, it is very frustrating to have the computer go down when you are trying to get a research paper completed.”
Supporting – “Let’s take a look at the problem.”
Analyzing – “What are some possible fixes?”
