Employee Success Toolkit
Tool #9:
Active Listening
Copyright Harriet Meyerson 2008 • www.ConfidenceCenter.com
Active Listening
Successful Communication
is a Two-Way Street
 Good communication skills
are the keys to success in
your business and
personal life.
 When someone speaks to
you, your job is to listen
and create a dialogue.
 You must listen with
understanding as your
goal, not winning or being
right.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
“Listening is the art of truly
hearing what a person is trying
to say, not just what is said. The
best listeners are people that
hear the words and see the
body language so they capture
the whole message.”
Anne Warfield, author of the book,
Communication More Effectively
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Be an Active Listener
 We think 7 times faster than we speak.
 So..when we are listening, there is plenty of time for
our minds to wander.
 Hearing is not the same as listening.
 Hearing is merely using your ears to acknowledge
sounds.
 Listening means understanding the other person’s
point of view.
 You’re processing information based on your own
experiences, while listening to someone who is
talking based on their experiences.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Results of Inattentive Listening
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Mistakes
Misunderstandings
Poor customer service
Wasted time
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Give Your Full Attention to the
Speaker
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Lean forward.
Look directly at the other person.
Nod your head.
Make appropriate comments.
Tilt your head slightly to one side while you
listen.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Active Listening and Effective Speaking
Elements are the Same
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Words
Tone of Voice
Pitch
Pace
Eye Contact
Body Position
Gestures
Facial Expression
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Words
 Is the message clear and
concise?
 What are the words alone
trying to say?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Tone of Voice
 The tone of voice reflects the person’s
emotional state.
 Does it sound hostile or nervous, or does it
sound friendly, relaxed and sincere?
 Does it match the meaning of the words?
 When there are mixed messages, the tone of voice
reflects the true meaning.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Pitch
 A lower pitch voice signifies confidence.
 A high pitched voice can be a sign of:
 Nervousness
 Fear
 Anxiety
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Pace
 People vary in the speed of
their speech.
 Try to match the other
person’s pace.
 The other person will feel more
comfortable and connected.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Eye Contact
 Good eye contact:
 Signifies honesty and
confidence
 Shows respect
 Makes others feel important
 Creates positive relationship
 Avoiding eye contact can
make you seem:
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Sneaky
Guilty
Bashful
Frightened
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
How to Have Good Eye Contact
 Position yourself at the same eye level as the
other person.
 Look away from time to time in a relaxed,
comfortable manner.
 Don’t:
 Stare
 Squint
 Blink your eyes rapidly
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Body Language
 Body language amounts to a
55% impact on the message
you are trying to
communicate.
 Without body language,
conversations would be
boring and less effective.
 If a person’s body language
and words don’t match, you
may be getting mixed
messages.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
How You Can Have Good Body
Position
 Stand or sit at an angle
toward the other person.
 Standing side by side may
disconnect you from your
partner.
 Standing directly face to face
may seem confrontational.
 Stand or sit at the same eye
level.
 Use good posture, as it
reflects your confidence.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Gestures
 Pay attention to the
gestures of the speaker.
 Gesturing with your hands
adds life and meaning to
your message.
 When not gesturing:
 Don’t cross your arms.
 Don’t play with your clothing,
jewelry or pencils.
 Simply let your arms be
relaxed at your sides.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Facial Expression
 You can learn a lot by
observing a person’s
facial expression.
 Tension can be seen
through a tight lipped
mouth.
 Rolling eyes and
disapproving looks reflect
negative thoughts.
 When a face lights up, it
creates positive energy.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Are You Listening?
 To be sure you understand what you are
hearing:
 Repeat back what you heard. Say, “I think what you
said was…”
 Ask, “Help me understand…”
 Continual practice of active listening skills will
help you succeed at work and in your personal
life.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Active Listening
Quiz & Discussion Questions
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Question 1
What is the best body position
to assume when speaking to
another person?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Question 2
Why is the pace of someone’s
speaking so important?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Question 3
How can you know the
gestures you use are effective?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Question 4
How can you determine how
well you listen?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Question 5
Name 3 aspects of active
listening.
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com
Active Listening
Set Your Goals
What are your
three main goals
for active listening?
© Harriet Meyerson, 2008 • www.ConfidenceCenter.com