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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 hopele
2、ss.”Norbert Weinerin“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 empatheticAcknowledging the talker in a way that invites the communication to continueProviding limited but en
3、couraging 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,DaydreamingEmotional reactionSwitching out(too technical,complex)DistractionsTaking too many notes“Privat
4、e planning”,MORE HABITS OF POOR LISTENERS,Getting ready to speakInterruptingJumping to conclusionsFinishing sentencesWandering eyes,poor postureChanging subject,MORE HABITS OF POOR LISTENERS,No response to speakerImpatienceFaking it(I.e.:pretending youre listening)Fidgeting,WHAT MAKES A GOOD LISTENE
5、R,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 knowLooks at meQuestions me to clarify what Im sayingRepeats things backDoesnt rush meControls emotions,CHECKING AND CLARIFYING,“So,the problem as you see i
6、t 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,frownsHas alert postureDoesnt interruptStays on subject until Ive made my point,TAKING NOTES,Good platforms
7、 speakers talk 150-200 words/min.Dont try to write it allListen for highlights,key ideasDont scribbleDont make a big show of writing notes,LOOK INTERESTED,Show encouragement by:Facing speakerKeeping eye contactLeaning forward slightlyOpen posture,INQUIRE WITH QUESTIONS,Clarify the speakers meaningGe
8、t full storyUse open and closed questions,STAY ON TRACK,Stick to the point.Remember purpose of conversationListen for central theme,hidden messagesWait for full message,dont prejudge itDont say“yes,but”Be patient,TEST YOUR UNDERSTANDING,Make sure you understand what youre hearingRestate points-play
9、back what you think youre hearing,EVALUATE THE MESSAGE,Try to work out the speakers purpose/motivationAnalyse what youre hearing,ANALYSING WHAT YOU HEAR,Logical?Generalisation?Evidence?True or false?Emotional prejudice?Fact or assertion?,ANALYSING WHAT YOU HEAR,Whole or part of story?Language proble
10、m?Body language?Information source?Jargon?Voice tone?,NEUTRAL,Stay calm:keep self-controlDont get heated nor emotionalKeep an open mind,SIX WAYS TO IMPROVE LISTENING,LLook interestedIInquire with questionsSStay on tractTTest your understandingEEvaluate the messageNNeutralise feelings,EMOTIONAL RESPONSE,most active listening,High,Medium,Normal,青苹果出品 必属精品http:/,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http:/,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。,
