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 A Resource You Can Trust