EFFECTIVE LISTENING SKILLS

Presented by

Irene Elizarraraz &

Tamara Gatewood

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

INTRODUCTION

Emphasis on the importance of listening in the workplace

Cannot manage effectively without good listening skills

Cannot build teams or consensus

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

WHAT IS EFFECTIVE LISTENING?

Effective communication exists between two people when the receiver interprets and understands the senders message in the way the speaker intended it.
Active Listening presumes: You are important to me and I understand and accept all as true: What you think How you feel What you need What you want

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Benefits of Active
Listening
Respect Trust Productivity Accuracy Enhances our Relationships

Conflict Resolution
Cultivates Positive Work Environment
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Benefits of Active Listening

Wins Friends Learning

Confidence
Innovative Solutions Reduces Negative Assumptions

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Barriers to Effective Listening

Internal Barriers:
Hearing what you want to hear Biased listening

Hot Buttons or the Effects of Emotions on Listening

Physical Barriers Semantic Barriers Lack of Training
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Barriers to Effective Listening

External Barriers
Talker not speaking loudly enough Talkers mannerisms, appearance

Loud noises
Room temperature (too hot / too cold) Interruptions, phone calls Fidgeting / Clock watching Time pressure, deadline
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Importance of Listening to Non-Verbals

Much is communicated that isnt verbalized even when an individual is not talking, he/she is still communicating in some manner.
The skilled listener hears more than the speakers voice: pitch, rate, subtle variations face color & how it changes; movement of lips, mouth, cheeks, eyebrows

Become aware of expressions that convey tension, doubt, trust, inattention, and so forth.
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Methods to Improve Effective Listening Skills

Listen with understanding; non-judgmentally & noncritically Refrain from solving the talkers problems or doing the persons thinking for him or her. Dont give advice.

Time your responses and questions

Maintain eye contact Face the person with an open, relaxed posture

Acknowledge the speaker by nodding, leaning forward, making facial expressions that match the talkers feelings

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Small Group Exercise Individual Assessments

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004

Questions????

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004