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1、,LISTEN,February 2002,“Nature has given to Man one tongue, but two ears, that we may hear from others twice as much as we speak.” Epictetus,“Speech is a joint game between the talker and the listener against the forces of confusion. Unless both make the effort, interpersonal communication is quite h
2、opeless.” Norbert Weiner in “The Human Use of Human Beings”,WHAT IS LISTENING?,How is it different from hearing?,LISTENING IS:,Taking in information from speakers while remaining non-judgmental and empathetic Acknowledging the talker in a way that invites the communication to continue Providing limi
3、ted but encouraging input to the talkers response, carrying the persons idea one step forward,WHAT STOPS US FROM LISTENING WELL?,Think of your own habits, and bad listeners you know,HABITS OF POOR LISTENERS,Daydreaming Emotional reaction Switching out (too technical, complex) Distractions Taking too
4、 many notes “Private planning”,MORE HABITS OF POOR LISTENERS,Getting ready to speak Interrupting Jumping to conclusions Finishing sentences Wandering eyes, poor posture Changing subject,MORE HABITS OF POOR LISTENERS,No response to speaker Impatience Faking it (I.e.: pretending youre listening) Fidge
5、ting,WHAT MAKES A GOOD LISTENER,This is more difficult. What good listeners do you know? What makes them good listeners?,HABITS OF A GOOD LISTENER,Think of a good listener you know Looks at me Questions me to clarify what Im saying Repeats things back Doesnt rush me Controls emotions,CHECKING AND CL
6、ARIFYING,“So, the problem as you see it that?” “What specifically do you mean by?” “What you seem to be saying is is that it?” “Let me rephrase what I think youre telling me?”,HABITS OF A GOOD LISTENER,Reacts responsively; nods, smiles, frowns Has alert posture Doesnt interrupt Stays on subject unti
7、l Ive made my point,TAKING NOTES,Good platforms speakers talk 150-200 words/min. Dont try to write it all Listen for highlights, key ideas Dont scribble Dont make a big show of writing notes,LOOK INTERESTED,Show encouragement by: Facing speaker Keeping eye contact Leaning forward slightly Open postu
8、re,INQUIRE WITH QUESTIONS,Clarify the speakers meaning Get full story Use open and closed questions,STAY ON TRACK,Stick to the point. Remember purpose of conversation Listen for central theme, hidden messages Wait for full message, dont prejudge it Dont say “yes, but” Be patient,TEST YOUR UNDERSTAND
9、ING,Make sure you understand what youre hearing Restate points - play back what you think youre hearing,EVALUATE THE MESSAGE,Try to work out the speakers purpose/ motivation Analyse what youre hearing,ANALYSING WHAT YOU HEAR,Logical? Generalisation? Evidence? True or false? Emotional prejudice? Fact
10、 or assertion?,ANALYSING WHAT YOU HEAR,Whole or part of story? Language problem? Body language? Information source? Jargon? Voice tone?,NEUTRAL,Stay calm: keep self-control Dont get heated nor emotional Keep an open mind,SIX WAYS TO IMPROVE LISTENING,LLook interested IInquire with questions SStay on
11、 tract TTest your understanding EEvaluate the message NNeutralise feelings,EMOTIONAL RESPONSE,most active listening,High,Medium,Normal,青苹果出品 必属精品 淘宝店： 联系QQ：1404173290,囊括2007-2010几十G地产策划资料 / 企业管理人力资源全套 / 品牌策划资料/行业分析报告/PPT模板等。,青苹果出品 必属精品 淘宝店： 联系QQ：1404173290,囊括2007-2010几十G地产策划资料 / 企业管理人力资源全套 / 品牌策划资料/行业分析报告/PPT模板等。,