PPT

Module 17

Listening

McGraw-Hill/Irwin ©2007, The McGraw-Hill Companies, All Rights Reserved.

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Listening

To learn how to

 Listen rather than simply hear.
 Listen actively.
 Continue to build goodwill.
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Listening

Start by answering these questions:

 What do good listeners do?
 What is active listening?
 How do I show people that I’m
listening to them?
 Can I use these techniques if I really
disagree with someone?
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To Use Active Listening

Pay attention.

Focus on the other

speaker(s).

Avoid assumptions.

Listen for feelings as

well as facts.
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Active Listening Techniques

Paraphrase content.
Mirror the speaker’s
feelings.
State your own feelings.
Ask for information or
clarification.
Offer to help solve the
problem.
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To Show You’re Listening

Acknowledge comments
with
 Words.
 Nonverbal symbols.
 Actions.