Rodney Landrum
Business
Development
Manager
RodneyLandrum@
discover.com
214-272-7272
Program Goal
After completing this session you will better
understand your current level of listening skill
and learn improvement techniques which will
heighten your communication effectiveness.
Listening
“Listening occurs when there is
a high degree of correspondence
between the sender’s original
message and the listener’s
re-creation of that message.”
Listening Barriers
EXTERNAL
INTERNAL
 Noise
 Anxiety
 Visual Distractions
 Mental Laziness
 Objects
 Boredom
 The Speaker
 Close Mindedness
 The Physical Setting
 Emotional Reaction
 Impatience
Listening Self-Assessment
Read each statement on Pages 3-5.
Decide how often you practice the behavior using
the Response Key on Page 2.
AA = Almost Always
MT = Most of the Time
ST = Some of the Time
OC = Occasionally
AN = Almost Never
Circle the letters that correspond to your
choice on the Response Form.
Your frame of reference should be listening
behavior during one-on-one conversations.
Scoring Your Self-Assessment
Separate the Response Form from the
Scoring Form by lifting from the bottom.
Add the numbers in each column down into
the Subtotal boxes titled: Staying Focused,
Capturing the Message and Helping the Speaker.
Add the three Subtotal boxes across to obtain
an overall Listening Effectiveness score.
Your Scores
136 - 150
SUPERSTAR!!!!
121 - 135
Effective
61 - 120
Room for Improvement
0 – 60
DANGER ZONE
Where
are You?
The Listening Model
The Three Dimensions of Listening
INVISIBLE
VISIBLE
Staying Focused
Capturing the Message
Helping the Speaker
PG 13
The Listening Model
The Three Dimensions of Listening
INVISIBLE
VISIBLE
Staying Focused
Capturing the Message
► Prepare
► Monitor
► Control
Helping the Speaker
PG 14
Staying Focused - Your Score
If you scored 35 or Above
- Good job! You usually give your undivided
attention to the speaker
- Even if you have an occasional lapse, you are
mentally able to bring your self back
If you scored Below 35
- You have lapses in concentration and are caught off
guard by sudden questions or requests for feedback
- You are unable to refocus even when you are
aware you’ve lost attention
PG 15
Staying Focused
Mentally prepare to listen.
Create an environment
conducive to listening.
Approach listening as an
opportunity to learn.
Give your mind a visual pointer.
PG 16
The Listening Model
The Three Dimensions of Listening
INVISIBLE
Staying Focused
VISIBLE
► Ask questions
► Summarize
► Take notes
Capturing the Message
► Keep an open mind
► Be neutral
► Set aside bias
Helping the Speaker
PG 17
Capturing the Message - Your Score
If you scored 35 or Above
- Good job! You usually understand the message
even when you don’t agree or are taken aback
- You ask questions, are alert to tone and nonverbals, and speakers feel they are understood
If you scored Below 35
- You often are not sure what the speaker was trying
to say and are uncomfortable asking questions
- Speakers may get frustrated trying to get their
ideas or information across to you
PG 18
Capturing the Message
Humanize the speaker.
Take strategic notes.
Don’t miss the forest
for the trees.
Practice asking different kinds of
questions.
Create comprehension check-points.
PG 19
The Listening Model
The Three Dimensions of Listening
INVISIBLE
VISIBLE
Staying Focused
Capturing the Message
Helping the Speaker
► AVOID: distracting comments & actions
► OFFER: encouragement and support
PG 20
Helping the Speaker - Your Score
If you scored 35 or Above
- Good job! You express, physically and verbally
that you are listening. You use appropriate body
language, facial expressions and eye contact and
encouraging words and comments
If you scored Below 35
- You are staring blankly, fidgeting, not responding in
any way, and/or sharing no physical expressions
- You are verbally interjecting at the wrong time,
finishing sentences or changing the subject
before the speaker is ready
PG 20
Helping the Speaker
Take a breath before you interrupt.
Put your ego on hold.
Eliminate distractions.
Prepare to be tested.
Listening Improvement Plan
After you leave today, take a few minutes to reflect
on the specific questions you scored 3 or Below.
Then complete Pages 23 -26 and identify ways to
improve your listening effectiveness. Use the
following tools to generate improvement ideas:
The Listening Improvement Strategies
found on Pages 15 -21
The Listening Model
The Learning to Listen Improvement
Techniques Handout
Remember, listening is a major part
of everything you do, so be sure to:
STAY FOCUSED
CAPTURE THE MESSAGE
HELP THE SPEAKER
Thank You for Participating!