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• Where are we communicating

• Identify and recognize various communication styles

• Adapt to differences in communication styles

• Understand the differences in hearing vs. listening

• Recognize why we listen

• Define active listening

• Become an active listener

• Avoid listening pitfalls

• Properly frame questions

• Confirm understanding

• Apply those techniques to your environment

“If we were supposed to talk more than we listen, we would have two tongues and one ear.”

• 1 on 1 with a peer

• Phone support

• Project team meetings

• Design sessions

• Problem resolution

• Presentation to a larger group

• Training/Update session

• Status review

CHARACTERISTICS

• Fast pace and highly structured

• Driven by results

• Use numbers as a measurement

• Always moving

• Want to be in charge

• Talk instead of listening

• Interrupt often

• Ask what’s in it for them

CHARACTERISTICS

• Fast pace, loose structure

• Base decisions on emotions

• Impatient

• Dynamic

• Short attention span

• Risk taker

• Will not get caught up in the details

• Prefer working as a group

CHARACTERISTICS

• Slow pace, highly structured

• Calculated

• Detail oriented

• Run from resistance

• Think before talking

• Methodical

• Logical rather than intuitive

• Rigid

• Private

• Follow the rules

CHARACTERISTICS

• Slow pace, loose structure

• More interested in the methods than results

• People pleaser

• Look to minimize conflict

• Informal

• Evasive

• Value human interaction

• Good listener

• Like harmony

BEST PRACTICES FOR COMMUNICATION

• Have an agenda and stick to it

• Get right to the point

• Show them with numbers

• Stroke their ego

• Ask for their feedback

• Show the benefit they will receive

• Be respectful of their time

BEST PRACTICES FOR COMMUNICATION

• Schedule a short meeting

• Do not meet one on one

• Provide the highlights of your message

• Keep the structure loose

• Keep the conversation light

BEST PRACTICES FOR COMMUNICATION

• Have a method and ideal outcome identified

• Cover every detail and have an answer for every potential question they may ask

• Meet one on one

• Avoid argumentative statements

BEST PRACTICES FOR COMMUNICATION

• Provide them with praise

• Meet with them frequently

• Avoid formal meetings

• Show them how it will benefit others

• Do not try to pin them down

HEARING

• Sounds that are heard

LISTENING

• Attention to what is being told

• Language and voice used

• Body language

• Observing verbal and non-verbal cues

• Perceiving and understanding

• Obtain information

• Understanding

• Enjoyment

• Learning

ACTIVE LISTENING:

A conscious effort being made to hear not only the words that another person is saying, but more importantly, trying to understand the complete message being sent.

STAY ATTENTIVE • Eye contact • Block out other distracting thoughts or devices

(Cell phones) • Mental arguments • Observe body language

SHOW YOU ARE LISTENING • Nod • Smile • Posture • Respond with verbal’s

PROVIDE FEEDBACK • Restate what is said • Clarify with questions • Provide a summary

WAIT TO DECIDE • Allow them to finish • Do not interrupt • One person talking at a time

THINK BEFORE RESPONDING • Open and honest • Be respectful

• Faking attention

• Self-Listening

• Failure to ask

• Evaluating before knowing

• Interrupting

• Center of attention

• Know it all

CLOSED-ENDED QUESTIONS • Used to confirm or gain agreement • Specific answers: “Yes” or “No” • Begin with have, is will or would Have you tried this? Is this what you are seeing? OPEN-ENDED QUESTIONS • Show interest and encourage dialogue Share with me.... Tell me why.... What are your thoughts....

Confirm you understand what has been said

• Rephrase what you have heard

• Ask about your understanding

Verify the other person understands what you have said

• Have them comment on what you have said

• “Which solution do you like?”

Verify you both agree on what was discussed