What is probably responsible for
more problems than anything
else?
What is responsible for poor
communication?
COMMUNICATION
Simon Says…
How We Communicate
•
•
•
•
45% Listening
30% Talking
16% Reading
9% Writing
What We “Listen” To…
VerbalWords (7%)
Paraverbal
(tone) (38%)
Non-verbal (55%)
Experts estimate that only
25%-50% of the time we spend
hearing is actually spent
listening.
That’s a lot of wasted time.
Keep in mind hearing is a
passive response. Listening is
an active action.
Studies of management
effectiveness reveal that better
listeners occupy higher levels in
their company and get
promoted more.
Listening Activity
• Partner up with the person in front/behind
you.
• Person sitting behind face the board, person
sitting in front, face away from board.
• Person facing away from board needs a
pencil and paper.
• Listen to rules.
1. Speaker must sit on their hands and use only
words to explain what to draw.
2. Drawer cannot speak or ask for clarification.
2 Minute Timer
www.A6training.co.uk
End
Switch Roles/Positions…
• New rules.
1. Speaker must sit on their hands and use only
words to explain what to draw.
2. Drawer CAN speak or ask for clarification.
2 Minute Timer
www.A6training.co.uk
End
BARRIERS TO LISTENING
● PHYSICAL
– noise
– hunger
– cold
– thirst
● LANGUAGE
– jargon
– speed
– pace
– uninteresting
● MENTAL
– don’t like person
talking
– own thoughts
– no interest in topic
– personal problems
– life is on my mind
– judgmental
– distracted (22 out of
every 60 minutes)
What
happens
when we
listen…
Our listening dips as we “talk” to ourselves!
Remember: Experts estimate
that only 25%-50% of the time
we spend hearing is actually
spent listening.
Activity
Either you or your partner think of a
subject you could talk about for
approximately 2-3 minutes. It should
be something that you are passionate
about. A hobby, favorite vacation,
music, family, etc…Get excited to talk
about it!
Active Listening
1. PAYING ATTENTION THROUGH VERBAL AND
NON-VERBAL CUES
– such as eye contact, nodding, looking interested,
leaning forward, ‘ah ha’s’
2. PARAPHRASING WHAT’S BEEN SAID
– ‘Can I just check I’ve understood, you said . . .’
– ‘So what you are saying is . . .’
3. SUMMARIZING
– ‘Overall, it seems that . . .’
– ‘What seems to be most important to you is . . .’
– Reviewing where you’ve got to so you are both clear.
Continued…
4. INTERPRETING
– ‘So it sounds from what you’ve said that . . .’
– ‘I get the impression that . . .’
– Making sure you interpret correctly.
5. REFLECTING FEELINGS
– ‘You sound upset about that’.
– ‘So this makes you feel . . .’
• By reflecting back the emotions that someone is
displaying, it helps show you understand. It can
also help the other person gain insight.
Read pages 105-111.
Work on Handouts