Tool #9: Active Listening Employee Success Toolkit Copyright Harriet Meyerson 2008 .

Tool #9:

Active Listening

Employee Success Toolkit

Copyright Harriet Meyerson 2008 • www.ConfidenceCenter.com

Active Listening

© Harriet Meyerson, 2008 • www.ConfidenceCenter.com

Successful Communication is a Two-Way Street

Good communication skills are the keys to success in your business and personal life.

When someone speaks to you, your job is to listen and create a dialogue.

You must listen with understanding as your goal, not winning or being right.

Active Listening


“Listening is the art of truly hearing what a person is

trying to say, not just what is said. The best listeners are people that hear the words and see the body

language so they capture the whole message.”

Anne Warfield, author of the book, Communication More Effectively

Active Listening


Be an Active Listener

We think 7 times faster than we speak. So..when we are listening, there is plenty of

time for our minds to wander.

Hearing is not the same as listening. Hearing is merely using your ears to

acknowledge sounds. Listening means understanding the other

person’s point of view. You’re processing information based on your

own experiences, while listening to someone who is talking based on their experiences.

Active Listening


Results of Inattentive Listening

Mistakes Misunderstandings Poor customer

service Wasted time

Active Listening


Give Your Full Attention to the Speaker

Lean forward. Look directly at the other person. Nod your head. Make appropriate comments. Tilt your head slightly to one side while

you listen.

Active Listening


Active Listening and Effective Speaking Elements are the Same

Words Tone of Voice Pitch Pace Eye Contact Body Position Gestures Facial Expression

Active Listening


Words

Is the message clear and concise?

What are the words alone trying to say?

Active Listening


Tone

The tone of voice reflects the person’s emotional state.

Does it sound hostile or nervous, or does it sound friendly, relaxed and sincere?

Does it match the meaning of the words? When there are mixed messages, the tone of

voice reflects the true meaning.

of Voice

Active Listening


Pitch

A lower pitch voice signifies confidence. A high pitched voice can be a sign of:

Nervousness Fear Anxiety

Active Listening


Pace

People vary in the speed of their speech.

Try to match the other person’s pace. The other person will feel

more comfortable and connected.

Active Listening


Eye Contact

Good eye contact: Signifies honesty and

confidence Shows respect Makes others feel

important Creates positive

relationship

Avoiding eye contact can make you seem: Sneaky Guilty Bashful Frightened

Active Listening


How to Have Good Eye Contact

Position yourself at the same eye level as the other person.

Look away from time to time in a relaxed, comfortable manner.

Don’t: Stare Squint Blink your eyes rapidly

Active Listening


Body Language

Body language amounts to a 55% impact on the message you are trying to communicate.

Without body language, conversations would be boring and less effective.

If a person’s body language and words don’t match, you may be getting mixed messages.

Active Listening


How You Can Have Good Body Position

Stand or sit at an angle toward the other person. Standing side by side may

disconnect you from your partner.

Standing directly face to face may seem confrontational.

Stand or sit at the same eye level.

Use good posture, as it reflects your confidence.

Active Listening


Gestures

Pay attention to the gestures of the speaker.

Gesturing with your hands adds life and meaning to your message.

When not gesturing: Don’t cross your arms. Don’t play with your

clothing, jewelry or pencils. Simply let your arms be

relaxed at your sides.

Active Listening


Facial Expression

You can learn a lot by observing a person’s facial expression.

Tension can be seen through a tight lipped mouth.

Rolling eyes and disapproving looks reflect negative thoughts.

When a face lights up, it creates positive energy.

Active Listening


Are You Listening?

To be sure you understand what you are hearing: Repeat back what you heard. Say, “I think what

you said was…” Ask, “Help me understand…”

Continual practice of active listening skills will help you succeed at work and in your personal life.

Active Listening


Active Listening

Quiz & Discussion Questions

Active Listening


Question 1

What is the best body position to assume when speaking to another person?

Active Listening


Question 2

Why is the pace of someone’s speaking so important?

Active Listening


Question 3

How can you know the gestures you use are effective?

Active Listening


Question 4

How can you determine how well you listen?

Active Listening


Question 5

Name 3 aspects of active listening.

Active Listening


Set Your Goals

What are your

three main goals for active listening?

Tool #9: Active Listening Employee Success Toolkit Copyright Harriet Meyerson 2008 .

Documents

voice slide

active listener

time slide

nervousness fear anxiety

eye contact good eye

lower pitch voice

persons pace

high pitched voice