Active Listening techniques

Παρουσίαση με θέμα: "Active Listening techniques"— Μεταγράφημα παρουσίασης:

1 Active Listening techniques
Management Issues: Active Listening techniques Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

2 Comments about Active Listening:
Top executives were asked to evaluate the role of listening: - “Frankly, I had never thought of listening as an important subject by itself. But now that I am aware of it, I think that perhaps 80% of my work depends on my listening to someone, or on someone else listening to me.” Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

3 Comments about Active Listening:
- “I’ve been thinking back about things that have gone wrong over the past couple of years, and I suddenly realized that many of the troubles have resulted from someone not hearing something, or getting it in a distorted way.” Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

4 Comments about Active Listening:
- “It’s interesting to me that we have considered so many facets of communication in the company, but have inadvertently overlooked listening. I’ve about decided that it’s the most important link in the company’s communications, and it’s obviously also the weakest one.” Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

5 When the manager says: ‘’Have your proposals ready by Monday’’.
Employee #1 arrives with a 5-page typed budget proposal. Employee #2 steps in and tells his manager that he thought the proposals were due next Monday. Employee #3 hands in a two-page analysis about the giving campaign. Employee #4 greets the team saying "I'm glad we're finally going to sit down and talk about this…I have some great ideas about what we can do." Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

6 Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.
Wrong assumptions? Immediately after a 10-minute presentation, the average person retains about 50% of what they hear; only 1/4 of what they hear 48 hours later. 60% of all management problems are related to listening. We misinterpret, misunderstand or change 70 to 90% of what we hear. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

7 Therefore, Listening is…
the most fundamental component of interpersonal communication skills. Active listening can be acquired and developed with practice and patience.   Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

8 Tips for enhancing Active Listening
Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

9 Build Trust & Establish rapport:
Let me know what you need, and I will do my best to help you. I was really impressed to find out that you donate money to charity. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

10 Do not interrupt & wait before disclosing your opinion:
Please, give me some more data about this specific project. Could you provide some history for me regarding your tasks in your former job? Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

11 Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.
Demonstrate concern: I know this is a hard time for you. Do you want to talk about it? I know how hard a corporate restructuring can be – how is staff morale at the moment? Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

12 Show understanding by paraphrasing:
So you are saying that you are worried about your new supervisor. So you think that we should spend more money on advertising. In other words, you believe that relocating is critical to meeting our strategic objectives. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

13 Non-verbal communication to show understanding:
Use frequently: Nodding Eye contact Leaning forward & smiling Non word sounds & Key phrases, like: Umh..huh, I see, I understand, That’s great, Sure, Right, OK. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

14 Open-ended questions:
It’s clear that Mr Smith’s criticism was quite upsetting to you. What exactly of what he said was most disturbing? Is there anything of what he said that you could actually improve? Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

15 Specific questions for clarification:
How long do you expect this case to take before it is resolved? How many employees can you manage? Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

16 Show Empathy & Understanding:
I was also puzzled by the outcome and not quite sure what to do with it. When I was forced to downsize personnel, I also felt in an awkward position. What you are going through must be tough. I will stand by you if you need anything. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

17 Effective listening skills in the workplace:
increase productivity create a healthy workplace prevent mistakes avoid misunderstandings. Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

18 Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.
But still… According to the communication psychologists, interpersonal communication combines 3 factors: Body language and facial expressions (55%) Tone of voice (38%) The meaning of the words we say (7%) Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

19 Most of the listening is not done with our ears; but with our eyes!
Body Language Tone of Voice Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.

20 Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.
Sources: Κόττη Παρασκευή - ΤΕΙ ΚΡΗΤΗΣ - Σ.Δ.Ο.