LISTENING TO UNDERSTAND · CHALLENGE #1: ACTIVE LISTENING Get a partner One person share an event...
Transcript of LISTENING TO UNDERSTAND · CHALLENGE #1: ACTIVE LISTENING Get a partner One person share an event...
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LISTENINGTO UNDERSTAND
PWG ASSOCIATE ADVISOR PROGRAM
23 NOVEMBER 2017
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THE GOAL OF ALL COMMUNICATION
IS
UNDERSTANDING
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LISTENING IS LIKE
COOKING
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Q: WHY IS
EFFECTIVE LISTENING
A GOOD THING?
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WHAT IS SAID AND WHAT IS NOT
VERBAL AND NON VERBAL MESSAGES
PERCEIVE AND UNDERSTAND
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“I’M FINE”
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THERE ARE A NUMBER OF DIFFERENT
LISTENING POSITIONS
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ACTIVE LISTENINGListen with all your senses
Be ‘seen’ to be listening
Verbal and non-verbal responses
Allow the person to feel HEARD
Patience / silence
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Non verbal Verbal
SmileEye contact
PostureMatchingFocusedNodding
Positive reinforcementRememberingQuestioningReflection
ClarificationSummarising
SIGNS OF ACTIVE LISTENING
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PASSIVE LISTENING
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CHALLENGE #1: ACTIVE LISTENING
Get a partner
One person share an event from your life
The other actively listens – show verbal and non-verbal signs
1.
2.
3.
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CHALLENGE #2: PASSIVE LISTENING
Get a partner
One person share an event from your life
The other passively listens and observes what’s going on
1.
2.
3.
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THERE ARE DIFFERENT TYPES OF LISTENING
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INFORMATIONAL LISTENING
Focus on messageReceive new facts / infoTake notesVocab, concentration, memory
LISTEN TO LEARN
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CRITICAL LISTENING
Fundamental to true learningCompares what we know / believeProblem solving or decision making
Keep open mindIn our day to day life
LISTEN TO EVALUATE OR SCRUTINISE
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EMPATHETIC LISTENING
Put self in their shoesAcknowledgement
No judgement or adviceUse ears, eyes and heart
Embrace silence
LISTEN TO UNDERSTAND FEELING AND EMOTION
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THE BIGGEST CRIMES
AGAINST LISTENING…
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PREPARING YOUR REPLY
JUMPING TO CONCLUSIONS
FILLING THE VOID
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RASA
SHORTCUT:Process that’s applicable in
any relationship
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Receive ASA
Pay attention Eye contact
Lean inLook interested
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RAppreciateSA
Make noises and give verbal clues“mmm, ok, ahh”
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RA SummariseA
The word ‘so’ is important here. “So, I hear that…”
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RASAsk
Ask questions afterwards. “What happened next, what does that mean?”
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RAPPORT
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A COMMON EXPERIENCE
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TAKE IT FROM A ‘THING’ THAT HAPPENS BY CHANCE
INTO A PROCESS
THAT CAN BE REPLICATED
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BREAK THE ICE
HAVE DEEP CONVERSATION
STARTERS
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HOW OR WHY PEOPLE
STARTSOMETHING IS
POWERFUL
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COMMUNICATION COMES FROM 3 PLACES
WORDSTONALITY
PHYSIOLOGY
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WORDS 7%TONALITY 38%
PHYSIOLOGY 55%
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MATCHING&
MIRRORING
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PHYSIOLOGYHOW WE POSITION AND MOVE OUR
BODY DURING COMMUNICATION
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TONALITY
Tone (pitch)Tempo (speed)
Timbre (quality)Volume (loudness)
THE WAY THAT WE USED OUR VOICE AND THE TONE OF VOICE
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WORDS
Types of words Key words Content chunks
THE ACTUAL WORDS WE USE
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Ur dumped
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CHALLENGE: SELF REFLECTION
1. Think of a past conversation that didn’tgo your way
2. Imagine how the conversation couldhave gone with more effective listening
3. Capture what you could have donedifferently if you had your time again
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THE GOAL OF ALL COMMUNICATION IS
UNDERSTANDING
EFFECTIVE LISTENING HELPS UNLOCK IT
RAPPORT MAKES IT EASIER
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WHAT NEXT?