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The Art of ListeningThe Art of Listening““We have two ears and one mouth so we can We have two ears and one mouth so we can

listen twice as much as we speak”listen twice as much as we speak”

…….Epictetus….55-135 (C.E.).Epictetus….55-135 (C.E.)

““A good listener is not only popular A good listener is not only popular everywhere, after awhile he gets to know everywhere, after awhile he gets to know

something!”something!”

……Wilson MiznerWilson Mizner

““The important thing is not to stop The important thing is not to stop questioning”questioning”

……Albert EinsteinAlbert Einstein

““There is no such thing as a worthless There is no such thing as a worthless conversation, provided you know what to listen conversation, provided you know what to listen for. And questions are the breath of life for any for. And questions are the breath of life for any

conversation.”conversation.”

James Nathan Miller (James Nathan Miller (The Art of Intelligent The Art of Intelligent ListeningListening))

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ListeningListening

The skill of receiving a message and The skill of receiving a message and interpreting its intended meaning by interpreting its intended meaning by

grasping the facts and feelings it grasping the facts and feelings it conveys.conveys.

There are about 800,000 words in the There are about 800,000 words in the English language, some 800 of which English language, some 800 of which are used on a daily basis and those 800 are used on a daily basis and those 800 have 14,000 meanings! (Wm V. Ruch, have 14,000 meanings! (Wm V. Ruch, Corporate Communications)Corporate Communications)

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• It is no wonder why we have such a It is no wonder why we have such a difficult time listening!!difficult time listening!!

• Who do we listen to throughout our Who do we listen to throughout our lives?lives?

• What do we listen to?What do we listen to?

• How well do we listen?How well do we listen?

• Why do we listen?Why do we listen?

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• We listen to: Parents, bosses, subordinates, We listen to: Parents, bosses, subordinates, friends, peers, teachers, relatives, friends, peers, teachers, relatives, counselors, coaches, advisors, doctors, counselors, coaches, advisors, doctors, lawyers, clergy, salespeople, financial lawyers, clergy, salespeople, financial advisors, tax accountants, tour guides and advisors, tax accountants, tour guides and more.more.

• We also listen to: radio, movies, television, We also listen to: radio, movies, television, ipods, internet, music, speeches, news ipods, internet, music, speeches, news broadcast, seminars, lectures, conferences.broadcast, seminars, lectures, conferences.

• We also hear: The “White Noise” of the We also hear: The “White Noise” of the world:world:– Cars, planes, trains, subways, machinery of all Cars, planes, trains, subways, machinery of all

types, construction, horns, sirens, bells, alarms, types, construction, horns, sirens, bells, alarms, beepers, beeps and more! beepers, beeps and more!

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• What sounds of nature do we hear and What sounds of nature do we hear and listen to? Perhaps not enough? Can you listen to? Perhaps not enough? Can you quickly name 10 nature sounds that you quickly name 10 nature sounds that you love to listen to?love to listen to?

• It is important to train ourselves to be It is important to train ourselves to be effective listeners both within and outside effective listeners both within and outside the workplace.the workplace.

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• Executive opinions on the Executive opinions on the importance of listening:importance of listening:– 1) “Listen more than you talk. The 1) “Listen more than you talk. The

higher you are in the organization’s higher you are in the organization’s hierarchy, the less you really know what hierarchy, the less you really know what goes on below you. Therefore, you have goes on below you. Therefore, you have to attract intelligent people in whom you to attract intelligent people in whom you have confidence, so that you’ll listen have confidence, so that you’ll listen carefully to their reports and carefully to their reports and recommendations. You don’t always recommendations. You don’t always have to agree. I think these elements have to agree. I think these elements are key to successful are key to successful leadership.” ..Howard P. Allen So. leadership.” ..Howard P. Allen So. California Edison California Edison

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• 2) “Leadership will especially require 2) “Leadership will especially require the ability to listen to people and to the ability to listen to people and to really hear their concerns, ideas, really hear their concerns, ideas, ambitions, and to be able from that ambitions, and to be able from that listening process, to determine what listening process, to determine what is truly essential. Listening in turn is truly essential. Listening in turn requires hearing what people say requires hearing what people say and synthesizing it with what the and synthesizing it with what the world is telling you, and with the world is telling you, and with the vision of the organization.” …vision of the organization.” …Marshall Loeb, Fortune Magazine Marshall Loeb, Fortune Magazine

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Listening SkillsListening Skills• Prevent interruptionsPrevent interruptions

• Pay attention & show interestPay attention & show interest

• Encourage others to express themselvesEncourage others to express themselves

• Value different opinionsValue different opinions

• Be accessibleBe accessible

• Suspend judgment & comments until Suspend judgment & comments until other’s viewpoints are fully heardother’s viewpoints are fully heard

• Don’t talk too much-balance Don’t talk too much-balance conversationsconversations

• Ask questions as others are speakingAsk questions as others are speaking

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• Results of effective listening:Results of effective listening:– We’ll be better educated.We’ll be better educated.– We’ll make less mistakes: mistakes=lost We’ll make less mistakes: mistakes=lost

time & high costs.time & high costs.– We’ll be better managers and leaders.We’ll be better managers and leaders.– We’ll know our business better.We’ll know our business better.– Our employees and peers (and everyone Our employees and peers (and everyone

we know) will appreciate us.we know) will appreciate us.– We’ll truly understand our customers We’ll truly understand our customers

needs and wants.needs and wants.– We’ll make more friends.We’ll make more friends.