EFFECTIVE LISTENING SKILLS

Presented by
Irene Elizarraraz &
Tamara Gatewood

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 INTRODUCTION

•Emphasis on the importance of listening

in the workplace
•Cannot manage effectively without good
listening skills
•Cannot build teams or consensus

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 WHAT IS EFFECTIVE
LISTENING?

“Effective communication exists between

two people when the receiver interprets
and understands the sender’s message in
the way the speaker intended it.”

Active Listening presumes: You are

important to me and I understand and
accept all as true:
What you think What you need
How you feel What you want

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
Benefits of Active
Listening

•Respect
•Trust
•Productivity
•Accuracy
•Enhances our Relationships
•Conflict Resolution
•Cultivates Positive Work Environment…

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Benefits of Active
Listening

•Wins Friends
•Learning
•Confidence
•Innovative Solutions
•Reduces Negative Assumptions

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Barriers to Effective Listening

Internal Barriers:
•Hearing what you want to hear
•Biased listening
•“Hot Buttons” or the Effects of Emotions
on Listening
•Physical Barriers
•Semantic Barriers
•Lack of Training
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Barriers to Effective Listening

External Barriers
•Talker not speaking loudly enough
•Talker’s mannerisms, appearance
•Loud noises
•Room temperature (too hot / too cold)
•Interruptions, phone calls
•Fidgeting / Clock watching
•Time pressure, deadline
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
Importance of Listening to Non-Verbals

Much is communicated that isn’t verbalized – even

when an individual is not talking, he/she is still
communicating in some manner.
The skilled listener hears more than the
speaker’s voice:
• pitch, rate, subtle variations
• face color & how it changes; movement of
lips, mouth, cheeks, eyebrows
Become aware of expressions that convey tension,
doubt, trust, inattention, and so forth.
Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Methods to Improve Effective
Listening Skills

• Listen with understanding; non-judgmentally & non-

critically
• Refrain from solving the talker’s problems or doing the
person’s thinking for him or her. Don’t give advice.
• Time your responses and questions
• Maintain eye contact
• Face the person with an open, relaxed posture
• Acknowledge the speaker by nodding, leaning forward,
making facial expressions that match the talker’s
feelings

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Small Group Exercise

Individual Assessments

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004
 Questions????

Irene Elizarraraz & Tamara Gatewood, John J. Heldrich Center for Workforce Development, 2004