The Power of Listening

1. The Power of Listening It is MORE than hearing

2. Listening • the process of receiving, and responding to verbal or non-verbal messages • to hear something with thoughtful attention

3. Listening vs. Hearing • Hearing- physical process; natural; passive • Listening- physical & mental process; active; learned process; a skill • Listening is hard! You must choose to participate in the process of listening.

4. Active Listening • Allows you to make sure you hear the words and understand the meaning behind the words • Goal: go beyond listening to understanding

5. Passive Listening • Believing the responsibility for successful communication lies with the speaker. • Tolerate distractions and pay more attention to how they talk instead of what they have to say.

6. Appreciative Listening • Goal is to listen for enjoyment or entertainment • Does not involve analyzing or evaluating information • Sample scenarios include attending a rock concert, listening to music at home, or going to a Broadway show

7. Therapeutic Listening • Goal is to understand what the speaker is saying and feeling • Involves making an effort to look at the world through someone else’s view • Sample scenarios include listening to an irate client, helping a friend with an emotional situation, or listening to someone who received bad news

8. Comprehensive Listening • Goal is to consider ideas heard from a speaker to decide if they make sense • Helps with making decisions based on logic and evidence, rather than on emotion • Sample scenarios include listening to a political debate, a talk radio program, or a restaurant critique

9. Why does listening matter?

10. Fast Facts • We listen at 125-250 wpm, think at 1000-3000 wpm • 75% of the time we are distracted, preoccupied or forgetful • 20% of the time, we remember what we hear • More than 35% of businesses think listening is a top skill for success • Less than 2% of people have had formal education with listening

11. Percentage of Communication

12. Listening is the most powerful form of acknowledgment…a way of saying, “You are important.”

13. Roadblocks to Listening • Equate With Hearing • Uninteresting Topics • Speaker’s Delivery • External Distractions • Mentally Preparing Response • Listening for Facts • Personal Concerns • Personal Bias • Language/Culture Differences • Faking Attention

14. Bad Listening Habits • Criticizing the subject or the speaker • Listening only for facts • Not taking notes OR outlining everything • Tolerating or creating distraction • Letting emotional words block message

15. E– Explore A – Analyze R – Review S - Search

16. A Listener’s Contributions • Provide encouragement • Ask for explanations • Paraphrase the message • Summarize the message • Putting it down on paper