Active Listening Techniques for Effective Communication

Presented by Suzanne Ness

LISTENING IS …How we gain information

How we make connections

How we guide calls

How we gain understanding

OBJECTIVES4 steps to active listening

Actions that encourage active listening

Eliminate personal distractions

We have 2 ears and 1 mouth so we

may listen more and talk less.

ACTIVE LISTENING

4 Key Aspects toBeing aware of nonverbal cues

Making it interactive

Removing distractions

Asking probing questions

Commit to listen.

DISTRACTIONS InternalYour own personal thoughts

Prior interactions and influences

Managing multiple tasks

Focusing on your own response

Biological distractions

DISTRACTIONS ExternalTechnical devices

Open workplace layouts

Lighting and ergonomics

Papers and projects

Temperature

1Remove distractions

2Ask questions

3Have open

body language

4Check for clarity

4 STEPSTO ACTIVELISTENING

Speaker ListenerAGREEMENT

That Encourage Active ListeningACTIONS

That Encourage Active ListeningACTIONS1.Remove as many distractions as possible

That Encourage Active ListeningACTIONS2.Concentrate on what the speaker is saying instead of thinking ahead

That Encourage Active ListeningACTIONS3.Take notes

That Encourage Active ListeningACTIONS4.Pause to organize your thoughts and consider how you will respond

That Encourage Active ListeningACTIONS5.Listen for the unspoken as well as the spoken

That Encourage Active ListeningACTIONS6.Stay away from mentally arguing

That Encourage Active ListeningACTIONS7.Control your hot buttons

ListeningINTERACTIVE

Reciprocal

ListeningINTERACTIVE

Acknowledgement Clarifying Checking for accuracy

EMPATHY Get comfortable with silence.

How would you like me to listen to this?

ETTER LISTEN

6 KEYS

Tune in to the speaker1

Ask for an overview statement2

Take notes3

ETTER LISTEN

6 KEYS

Weigh the totality of the message4

Paraphrase the message5

Consider what was said6

=Truth

YOUR Nonverbal Communication

Silence

Congruence

NONVERBAL COMMUNICATION

1. Emotion

3. Driven by environment

2. Unfiltered

APPROVAL DISAPPROVAL

SUBMISSION DOMINANCE

APPROVAL DISAPPROVAL

Take a deep breath.

HEARDDid the person feel you

Counting to 10 before responding

Assessing your body language

Eliminating distractions

Creating an action plan

Someone coming to you is an honor

Active Listening Techniques for Effective Communication · Active Listening Techniques for...

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