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Active Listening Techniques for Effective Communication Presented by Suzanne Ness

Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

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Page 1: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

Active Listening Techniques for Effective Communication

Presented by Suzanne Ness

Page 2: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

LISTENING IS …How we gain information

How we make connections

How we guide calls

How we gain understanding

Page 3: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

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.

Page 4: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

ACTIVE LISTENING

4 Key Aspects toBeing aware of nonverbal cues

1

Making it interactive

2

Removing distractions

3

Asking probing questions

4

Page 5: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

Commit to listen.

Page 6: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

DISTRACTIONS InternalYour own personal thoughts

Prior interactions and influences

Managing multiple tasks

Focusing on your own response

Biological distractions

Page 7: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

DISTRACTIONS ExternalTechnical devices

Open workplace layouts

Lighting and ergonomics

Music

Papers and projects

Temperature

Page 8: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

1Remove distractions

2Ask questions

3Have open

body language

4Check for clarity

4 STEPSTO ACTIVELISTENING

Page 9: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

Speaker ListenerAGREEMENT

That Encourage Active ListeningACTIONS

Page 10: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

That Encourage Active ListeningACTIONS1.Remove as many distractions as possible

Page 11: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

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

Page 12: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

That Encourage Active ListeningACTIONS3.Take notes

Page 13: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

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

Page 14: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

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

Page 15: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

That Encourage Active ListeningACTIONS6.Stay away from mentally arguing

Page 16: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

That Encourage Active ListeningACTIONS7.Control your hot buttons

Page 17: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

ListeningINTERACTIVE

Reciprocal

Page 18: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

ListeningINTERACTIVE

Acknowledgement Clarifying Checking for accuracy

Page 19: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

EMPATHY Get comfortable with silence.

How would you like me to listen to this?

Page 20: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

TO B

ETTER LISTEN

ING

6 KEYS

Tune in to the speaker1

Ask for an overview statement2

Take notes3

Page 21: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

TO B

ETTER LISTEN

ING

6 KEYS

Weigh the totality of the message4

Paraphrase the message5

Consider what was said6

Page 22: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps
Page 23: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

=Truth

BO

DY LA

NG

UA

GE

Page 24: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

YOUR Nonverbal Communication

Silence

Congruence

Page 25: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

NONVERBAL COMMUNICATION

1. Emotion

3. Driven by environment

2. Unfiltered

Page 26: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

APPROVAL DISAPPROVAL

Page 27: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

SUBMISSION DOMINANCE

Page 28: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

APPROVAL DISAPPROVAL

Page 29: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

Take a deep breath.

Page 30: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

HEARDDid the person feel you

them?

Page 31: Active Listening Techniques for Effective Communication · Active Listening Techniques for Effective Communication ... How we guide calls How we gain understanding. OBJECTIVES 4 steps

Counting to 10 before responding

CO

NSI

DER

:

Assessing your body language

Eliminating distractions

Creating an action plan

Someone coming to you is an honor


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