The Art of Listening
Presented by:
Robin McCrea, LCPC
A resource you can trust
The Art of Listening

Advanced Organizer: what will be conveyed.
– Why good listening skills are important.
– Listening skills defined.
– Barriers to Listening.
– Tips on being a better listener.
The Art of Listening: Why it is
important.

In 1991, the United States Department of
Labor identified three foundational skills for
those entering the workforce Secretary’s
Commission on Achieving Necessary Skills
(SCANS).
 Listening skills were among the foundation
skills SCANS identified.
Communication and Listening

Communication consists of:
– 1. The Message. The content of communication.
– 2. The Messenger. The person who is sending the
information.
– 3. The Receiver or Listener. The person who is
receiving (or listening) to the message.
Hearing and Listening

Hearing is a physical ability one uses when
listening to another person.
 Listening is a skill allowing one to:
– Make sense of and
– understand what another person is saying.

In other words, listening skills allows one to
understand what someone is “talking
about.”
Why Good Listening Skills are
Needed

The ability to listen carefully allows one to:
– Understand assignments and expectations better.
– More easily establish and maintain rapport:
 Among co-workers
 Between employees and supervisors
 Between employees and clients
– Work within a team more easily.
Why Good Listening Skills are
Needed (continued)

The ability to listen carefully allows one to:
– Understand better the underlying meanings of what
others are saying.
– Answer questions.
– More readily resolve problems between:
 You and customers.
 You and co-workers.
 Employees and supervisors.
Barriers to Listening

Beware of the following things that may get
in the way of listening.
– Bias or prejudice.
– Language differences or accents.
– Noise.
– Worry, fear, or anger.
– Lack of attention span.
More Barriers to Listening

Beware of the following things that may get
in the way of listening.
– Abruptly changing the topic.
– Interrupting.
– Attacking.
– Blaming.
– Use of idioms.
More Barriers to Listening

Beware of the following things that may get
in the way of listening.
– Stonewalling
– Discounting
– Withdrawing
– Flippancy/Sarcasm
– Other examples you can think of…?
Non-verbal Communication:
Red Flags

Crossed arms.

Avoidance of eye-contact.

Sustained eye-contact/glaring.

Fidgeting.
Non-verbal Communication:
Red Flags

Balled fists.

Red Face.

Change in breathing pattern.

Movement away from the speaker.
Poor Listeners

Reject the other’s words.

Attend to only part of the conversation.

Place different meanings than the other
person meant.

Think they already know what will be said.
Good Listeners

Pay attention.

Listen not only to words but to meaning.

Provide feedback.

Ask questions to add clarity.

Don’t pass judgment.
Listening Skills

Active Listening
– Encouraging the person who is communicating the
information.
– Restating what is said to communicate understanding
– Reflecting the feeling of the person communicating.
– Paraphrasing the message heard.
– Summarizing to provide deeper understanding
Active Listening

Remember that listening skills are crucial:
– Give your full attention.
– Maintain direct, non-hostile eye contact.
– Attend to non-verbal communication (including
your own).
– Hear the entire message before responding;
avoid interrupting.
Active Listening

Remember that listening skills are crucial:
– Avoid introducing unnecessary “Noise.”
– Don’t interrupt the speaker.
– Sit still.
– Nod your head.
– Lean toward the speaker
– Repeat instructions and ask appropriate
questions when the speaker has finished.

Any Questions?
This has been a presentation by
Deer Oaks EAP Services
To contact Deer Oaks EAP Services, call
866-327-2400
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