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WHAT DID YOU SAY? (THE IMPORTANCE OF LISTENING IN THE WORKPLACE) MAWD Conference June 2013 1 Dynamic Works Institute

What did you Say? (The Importance of Listening in the Workplace)

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What did you Say? (The Importance of Listening in the Workplace). MAWD Conference June 2013. Listening Defined. Effective listeners are people who have made a decision to get the meaning on life on purpose. An active listener is one who goes into a meeting (or appointment) wanting to listen. - PowerPoint PPT Presentation

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Page 1: What did you Say? (The Importance of Listening in the Workplace)

Dynamic Works Institute 1

WHAT DID YOU SAY?

(THE IMPORTANCE OF LISTENING IN THE

WORKPLACE)MAWD Conference

June 2013

Page 2: What did you Say? (The Importance of Listening in the Workplace)

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LISTENING DEFINED Effective listeners are people who have

made a decision to get the meaning on life on purpose.

An active listener is one who goes into a meeting (or appointment) wanting to listen.

When we get into a situation where we know something is important we become an active listener.

Active listening is a process that when practiced becomes a habit.

Dynamic Works Institute

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4 METHODS OF COMMUNICATION

InformRequest

InfluenceEntertain

Dynamic Works Institute

Page 4: What did you Say? (The Importance of Listening in the Workplace)

Kaiser Group/Dynamic Works Institute 2012 4

LISTENING SELF ASSESSMENT How well do you think you listen? Let’s

check…

Listening Self-Assessment

Page 5: What did you Say? (The Importance of Listening in the Workplace)

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WHAT LISTENING DOESN’T LOOK LIKE Thinking about what to say next Personal biases Interrupting Fake attention Talk about self Easily distracted

Dynamic Works Institute

Page 6: What did you Say? (The Importance of Listening in the Workplace)

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5 ELEMENTS OF ACTIVE LISTENING

1. Pay attention2. Show that you

are listening3. Provide

feedback4. Defer judgment5. Respond

appropriately

Dynamic Works Institute

Page 7: What did you Say? (The Importance of Listening in the Workplace)

Kaiser Group/Dynamic Works Institute 2012 7

BARRIERS TO ACTIVE LISTENING External distractions Organization of work area Mental errands Thinking about your response Identifying too closely with the

topic/situation Customer’s tone, accent, or choice of

words Multi-tasking Others?

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ACTIVE LISTENING We remember 25 – 50% of what we hear Good communication skills require a

high level of self-awareness. What is your communication style?

Let’s find out….

Dynamic Works Institute

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LISTENING PATTERNS

Dynamic Works Institute

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LISTENING PATTERNS

Dynamic Works Institute

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LISTENING PATTERNS

Dynamic Works Institute

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10 BASIC STEPS OF LISTENING1. Tune In2. Determine Role3. Measure Value of Communication4. Suspend Judgment5. Receive Communication6. Interpret7. Check Meaning8. Clarify and Confirm9. Ask Questions10. Acknowledge Listening Process Dynamic Works Institute

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THE IMPORTANCE OF PRACTICE TQLR

Tune InQuestionListenReview

Dynamic Works Institute

Page 14: What did you Say? (The Importance of Listening in the Workplace)

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MASTERING THE STEPS Incrementalism (over a 90 day period) Practice one every day Critique yourself – “Did I learn more by

listening today?” Ask the question: “Who am I listening

as?” Suspend judgment (will take practice)

Dynamic Works Institute

Page 15: What did you Say? (The Importance of Listening in the Workplace)

Kaiser Group/Dynamic Works Institute 2012 15

TECHNIQUES TO IMPROVE LISTENING SKILLS

Listen with your faceBe aware of body languageFocus on contentAvoid distractionsTreat listening as a challengeStay mentally active

Page 16: What did you Say? (The Importance of Listening in the Workplace)

Kaiser Group/Dynamic Works Institute 2012 16

TECHNIQUES TO IMPROVE LISTENING SKILLS Restating or Paraphrasing

Reflecting Feelings

Summarizing

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TEN MORE KEYS TO GOOD LISTENING Use Listening Responses Take Notes Prepare in Advance Ask Questions Reflect Phrases Limit Your Own Talking Don’t Jump to Conclusions Don’t Argue Concentrate Don’t Interrupt Dynamic Works Institute

Page 18: What did you Say? (The Importance of Listening in the Workplace)

Kaiser Group/Dynamic Works Institute 2012 18

ACTIVE LISTENING CHECKLIST

Control distraction

Make your work area customer-friendly

Identify the customer’s purpose

Focus on meaning, not style

Make notes of what you hear

Make sure you’re right (restate/paraphrase)

Allow customers to complete their sentences

Be willing to admit when you don’t understand

Be patient. Take time to hear entire message

Talk less

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QUESTIONS?

Dynamic Works Institute

Ann Merrifield573-864-1839

[email protected]