MAWD Conference
June 2013
Dynamic Works Institute
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 Effective
listeners are people who have made
a decision to get the meaning on life on
purpose.
 An active listener is one who goes into a
meeting (or appointment) wanting to listen.
 When we get into a situation where we know
something is important we become an active
listener.
 Active listening is a process that when
practiced becomes a habit.
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Request
Inform
Entertain
Influence
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 How
well do you think you listen? Let’s
check…
 Listening
Self-Assessment
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 Thinking
about what to say next
 Personal biases
 Interrupting
 Fake attention
 Talk about self
 Easily distracted
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2.
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5.
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Pay attention
Show that you
are listening
Provide feedback
Defer judgment
Respond
appropriately
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 External
distractions
 Organization of work area
 Mental errands
 Thinking about your response
 Identifying too closely with the
topic/situation
 Customer’s tone, accent, or choice of words
 Multi-tasking
 Others?
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 We
remember 25 – 50% of what we hear
 Good communication skills require a high
level of self-awareness. What is your
communication style?
 Let’s find out….
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3.
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5.
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9.
10.
Tune In
Determine Role
Measure Value of Communication
Suspend Judgment
Receive Communication
Interpret
Check Meaning
Clarify and Confirm
Ask Questions
Acknowledge Listening Process
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 TQLR
 Tune
In
 Question
 Listen
 Review
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 Incrementalism
(over a 90 day period)
 Practice one every day
 Critique yourself – “Did I learn more by
listening today?”
 Ask the question: “Who am I listening as?”
 Suspend judgment (will take practice)
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Listen
with your face
Be aware of body language
Focus on content
Avoid distractions
Treat listening as a challenge
Stay mentally active
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 Restating
or Paraphrasing
 Reflecting
Feelings
 Summarizing
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 Use
Listening Responses
 Take Notes
 Prepare in Advance
 Ask Questions
 Reflect Phrases
 Limit Your Own Talking
 Don’t Jump to Conclusions
 Don’t Argue
 Concentrate
 Don’t Interrupt
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Control distraction
Make your work area customer-friendly
Identify the customer’s purpose
Focus on meaning, not style
Make notes of what you hear
Make sure you’re right (restate/paraphrase)
Allow customers to complete their sentences
Be willing to admit when you don’t understand
Be patient. Take time to hear entire message
Talk less
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Ann Merrifield
573-864-1839
amerrifield@dwfs.us
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