Listening: The Heart of Teamwork
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Transcript Listening: The Heart of Teamwork
MAWD Conference
June 2013
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Effective
listeners are people who have made
a decision to get the meaning on life on
purpose.
An active listener is one who goes into a
meeting (or appointment) wanting to listen.
When we get into a situation where we know
something is important we become an active
listener.
Active listening is a process that when
practiced becomes a habit.
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Request
Inform
Entertain
Influence
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How
well do you think you listen? Let’s
check…
Listening
Self-Assessment
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Thinking
about what to say next
Personal biases
Interrupting
Fake attention
Talk about self
Easily distracted
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Pay attention
Show that you
are listening
Provide feedback
Defer judgment
Respond
appropriately
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External
distractions
Organization of work area
Mental errands
Thinking about your response
Identifying too closely with the
topic/situation
Customer’s tone, accent, or choice of words
Multi-tasking
Others?
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We
remember 25 – 50% of what we hear
Good communication skills require a high
level of self-awareness. What is your
communication style?
Let’s find out….
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10.
Tune In
Determine Role
Measure Value of Communication
Suspend Judgment
Receive Communication
Interpret
Check Meaning
Clarify and Confirm
Ask Questions
Acknowledge Listening Process
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TQLR
Tune
In
Question
Listen
Review
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Incrementalism
(over a 90 day period)
Practice one every day
Critique yourself – “Did I learn more by
listening today?”
Ask the question: “Who am I listening as?”
Suspend judgment (will take practice)
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Listen
with your face
Be aware of body language
Focus on content
Avoid distractions
Treat listening as a challenge
Stay mentally active
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Restating
or Paraphrasing
Reflecting
Feelings
Summarizing
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Use
Listening Responses
Take Notes
Prepare in Advance
Ask Questions
Reflect Phrases
Limit Your Own Talking
Don’t Jump to Conclusions
Don’t Argue
Concentrate
Don’t Interrupt
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Control distraction
Make your work area customer-friendly
Identify the customer’s purpose
Focus on meaning, not style
Make notes of what you hear
Make sure you’re right (restate/paraphrase)
Allow customers to complete their sentences
Be willing to admit when you don’t understand
Be patient. Take time to hear entire message
Talk less
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Ann Merrifield
573-864-1839
[email protected]
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