奥美listen027.pptVIP

LISTEN “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 hopeless.” Norbert Weiner in “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 empathetic Acknowledging the talker in a way that invites the communication to continue Providing limited but encouraging input to the talker’s response, carrying the person’s idea one step forward WHAT STOPS US FROM LISTENING WELL? Think of your own habits, and bad listeners you know HABITS OF POOR LISTENERS Daydreaming Emotional reaction Switching out (too technical, complex) Distractions Taking too many notes “Private planning” MORE HABITS OF POOR LISTENERS Getting ready to speak Interrupting Jumping to conclusions Finishing sentences Wandering eyes, poor posture Changing subject MORE HABITS OF POOR LISTENERS No response to speaker Impatience Faking it (I.e.: pretending you’re listening) Fidgeting WHAT MAKES A GOOD LISTENER 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 know Looks at me Questions me to clarify what I’m saying Repeats things back Doesn’t rush me Controls emotions CHECKING AND CLARIFYING “So, the problem as you see it that…?” “What specifically do you mean by…?” “What you seem to be saying is … is that it?” “Let me rephrase what I think you’re telling me…?” HABITS OF A GOOD LISTENER Reacts responsively; nods, smiles, frowns Has alert posture Doesn’t interrupt Stays on subject until I’ve made my point TAKING NOTES Good platforms speakers talk 150-200 words/min. Don’t try to write it all Listen for highlights, key ideas Don’t scribble Don’t make a big show of writing note