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Anand Mehta
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LISTENING
RESPONDING
ASSERTIVENESS
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PROGRAM SCHEDULE
0930 1100 Active Listening a key communication skill for executives. Skill practice exercise (listening of contents and feelings) Reasons for listening. Poor listening behaviours. Components of listening. Tea Are you Responding? an exercise. Response styles. Building Listening Skills in Dyads / Triads. Lunch. How Assertive are you? an exercise. Assertive, Aggressive or Non Assertive. Exercise or Role Play. Tea. The spectrum of communication. Your preferred response style and EQ. Do you want to change your pattern of behavior. The Action Plan. Feedback & Program Closing.
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1100 1115 1115 1215 1215 1300 1300 1400 1400 1530
WE AS MANAGERS NEED TO BE GOOD COMMUNICATORS. COMMUNICATION SKILL LIES IN DEPTH OF LISTENING SKILLS.
LISTENING LIFE.
PROVIDES
CRITICAL
INPUTS
FOR
MANAGING
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POOR LISTENING
MAINTAIN EYE CONTACT WITH SPEAKER. IDENTIFICATION OF FEELINGS EXPRESSED AND UNDERSTANDING THE TRUE SENSE OF MESSAGE.
NO EYE CONTACT PICKUP ONLY THOSE FACTS WHICH SUIT OUR RULES, PROCEDURES, STYLE OR APPROACH.
DO NOT GIVE ATTENTION; CARRYON OUR OTHER WORK WHILE HE IS SPEAKING. CONTINUOUS EVALUATION.
NONEVALUATION OF SPEAKERS CONTENT TILL HE HAS FINISHED / SUSPENDING JUDGEMENTS. DEMONSTRATING THAT WE ARE DEEP INTO SPEAKERS PROBLEM, SINCERELY TRYING TO FIND ANSWERS WITH CONSCIOUS EFFORTS, LOGIC & CONSISTENCY.
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ACTIVE LISTENING
IN ACTIVE LISTENING WE TRY TO UNDERSTAND WHAT THE OTHER PERSON IS FEELING OR WHAT HIS MESSAGE MEANS. THEN WE PUT THE UNDERSTANDING OF THE MESSAGE INTO OWN WORDS AND FEED IT BACK TO HIM FOR VERIFICATION. ACTIVE LISTENING DOES NOT SEND A MESSAGE OF OUR OWN SUCH AS OPINION, ADVICE, LOGIC ETC. IT HAS TWO COMPONENTS IDENTIFICATION OF THE FEELINGS EXPRESSED. FEED BACK OF THE CONTENT.
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30 minutes.
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INFORMATION HAVE A GREATER CHANCE OF BECOMING SUCCESSFUL BOTH AND PROFESSIONALLY. WHETHER IT IS UNDERSTANDING INSTRUCTIONS, ADVICE OF SENIORS AND COLLEGUES, LEARNING ABOUT NEEDS AND REACTIONS OF PEOPLE WITH WHOM WE ASSOCIATE OR DISCOVERING THE CONCERNS OF OTHERS UNDERSTANDING AND RETAINING INFORMATION IS VITAL FOR EVERY JOB.
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LISTENING BUILDS BETTER RELATIONSHIPS. IN FACT POOR LISTENING PREVENTS DEVELOPMENT OF RELATIONSHIPS IT FAILS TO PICK UP OTHERS PERSPECTIVES.
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WHEN OTHERS LISTEN TO US WITH UNDERSTANDING AND CONCERN, WE GAIN DIFFERENT AND USEFUL PERSPECTIVES FOR SOLVING PROBLEMS.
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Contd.
2. STAGE HOGS INTERESTED ONLY IN EXPRESSING THEIR IDEAS AND DO NOT CARE ABOUT WHAT ANYONE ELSE HAS TO SAY. THEY ASK QUESTIONS TO DEMONSTRATE THEIR SUPERIORITY AND HOLD THE FLOOR.
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SIMILARILY
INSULATED
LISTENING,
DEFENSIVE
LISTENING
(WHENEVER YOU HAVE A SHAKY SELF IMAGE AND YOU PROJECT YOUR OWN INSECURITIES) etc. ARE ALL POOR LISTENING HABITS.
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COMPONENTS OF LISTENING
HEARING PHYSIOLOGICAL ASPECT NON SELECTIVE PROCESS OF SOUND WAVES IMPINGING ON THE EAR. IT CAN BE DIMINISHED BY PHYSIOLOGICAL
DISORDERS, BACKGROUND NOISE, FATIGUE ETC. ATTENDING PHYCHOLOGICAL PROCESS; WE ATTEND TO SELECTIVE SOUNDS; FILTER OUT SOME MESSAGES AND FOCUS ON OTHERS; NEEDS, WANTS, DESIRES AND INTERESTS DETERMINE WHAT IS ATTENDED TO.
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SILENT LISTENING
QUESTIONING
PARAPHRASING SUPPORTING
ANALYSING
EVALUATING
ADVISING
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EXERCISE
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TYPES OF RESPONSES
EMPATHIC RESPONSE: A NON JUDGEMENTAL RESPONSE THAT CAPTURES THE ESSENTIAL THEME AND / OR FEELING EXPRESSED. HAS POTENTIAL FOR BUILDING RAPPORT AND MUTUAL UNDERSTANDING.
ADVISING RESPONSE: A RESPONSE THAT OFFERS ADVICE, TELLS THE TALKER WHAT TO DO OR WHAT NOT TO DO, SOLVES THE PROBLEM OR DOES THE THINKING FOR THE TALKER.
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TYPES OF RESPONSES,
Contd..
QUESTIONING RESPONSE: A RESPONSE THAT ASKS FOR ADDITIONAL INFORMATION TO GET A CLEAR UNDERSTANDING BEFORE RESPONDING. HOWEVER, USED TO EXCESS, THE TALKER MAY FEEL GRILLED.
CRITICAL RESPONSE: A RESPONSE THAT EXPRESSES A FORM OF CRITICISM RESULTING FROM A NATURAL TENDENCY TO JUDGE, APPROVE, OR DISAPPROVE OF A MESSAGE RECEIVED.
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CLARIFY MEANINGS EXAMPLES a) WHAT DID YOU MEAN WHEN YOU SAID HE HAD BEEN RUDE TO YOU? b) HOW DO YOU DEFINE THE TERM GOVERNANCE AS PER YOUR PERCEPTION? c) COULD YOU BE MORE SPECIFIC?
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a) I AM NOT SURE I UNDERSTAND. b) KEEP GOING I AM FOLLOWING YOU. c) TELL ME MORE ABOUT THAT.
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YOURE MAD
EMPATHIZING
IDENTIFYING WITH SPEAKER. EMPATHY INVOLVES EMOTIONAL CONTAGION, GENUINE CONCERN e.g.. USE OF BRIEF RESPONSES LIKE I SEE, WOW, OUCH, MY GOODNESS. IN THE FOLLOWING STATEMENT, EMPATHIZING IS EXPRESSED. I CAN SEE THAT REALLY HURTS I KNOW HOW IMPORTANT THAT WAS TO YOU I CAN TELL YOURE REALLY EXCITED ABOUT THAT WOW, THAT MUST BE ROUGH I THINK IVE FELT THAT WAY TOO THIS MEANS A LOT TO YOU, DOESNT IT
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EMPATHIZING, Contd.
EMPATHIZING IDENTIFIES WITH SPEAKERS EMOTIONS AND PERCEPTIONS, OFFERS LESS EVALUATION. IT IS A SKILL. RESPONSES LIKE THE
FOLLOWING ARE NOT EMPATHIC RESPONSE. DONT WORRY ABOUT IT. ITS NOTHING TO GET SO UPSET ABOUT THAT IS A SILLY WAY TO FEEL YOU GOT PROMOTED, BIG ACHIEVEMENT I HAVE BEEN GETTING OUT OF TURN PROMOTIONS SO OFTEN.
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SUPPORTING
SUCH RESPONSES REVEAL THE SPEAKERS SITUATION. EXAMPLE. I SHALL BE THERE IF YOU NEED ME I DONT CARE WHAT THE BOSS SAID I THINK YOU DID A GREAT JOB OR YOU ARE A TERRIFIC PERSON. IF YOUR BOSS DOES NOT RECOGNISE IT, THATS HIS PROBLEM. EVERYONE NEEDS REASSURANCE, COMFORT, SUPPORT WHEN FACED WITH PROBLEMS. MAKE SURE YOUR EXPRESSION OF SUPPORT IS SINCERE. ALSO BE SURE OTHER PERSON ACCEPTS YOUR SUPPORT. LISTENERS SOLIDARITY WITH
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ANALYZING
LEADS TO
SOLUTIONS. BUT OFFER YOUR INTERPRETATIONS IN A TENTATIVE WAY RATHER THAN AS ABSOLUTE FACT. BE SURE THAT YOUR MOTIVE FOR OFFERING AN ANALYSIS IS TRULY TO HELP THE OTHER PERSON.
EVALUATING : IS AN APPRAISAL OF SPEAKERS THOUGHTS OR BEHAVIOURS IT MAY BE FAVOURABLE OR UNFAVOURABLE. IT PASSES JUDGEMENTS. THE CONDITIONS FOR EVALUATION TO SUCCEED ARE
OTHER PERSON SHOULD REQUEST AN EVALUATION FROM YOU. YOUR EVALUATION SHOULD BE GENUINELY CONSTRUCTIVE.
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ADVISING :
IT SHOULD BE GIVEN WHEN REQUESTED. STILL IT MAY NOT BE HELPFUL. IT MIGHT BE HARMFUL. BEFORE OFFERING ADVICE, MAKE SURE. THAT OTHER PERSON SUGGESTIONS. REALLY WANTS TO HEAR YOUR
OTHER PERSON IS READY TO ACCEPT IT. YOUR ADVICE IS CORRECT. THAT RECEIVER WONT BLAME YOU IF ADVICE DOESNT WORK.
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EXERCISE 30 MTS
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CHOOSE A PARTNER, A & B. FIND A SUBJECT ON WHICH YOU AND YOUR PARTNER SEEM TO DISAGREE A MORAL ISSUE, PHILOSOPHICAL OR PERSONAL TASK. A MAKES A STATEMENT, B PARAPHRASES THE IDEA AND FEEDBACK TO A (ONLY WHAT B HAS HEARD WITHOUT ADDING ANY JUSTIFICATION OR INTERPRETATION) A RESPONDS TO B WHETHER THE RESPONSE WAS ACCURATE OR WHAT CHANGE NEEDS TO BE DONE.
2.
3.
4.
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CONCLUSION HOW DO A & B FEEL? IS THERE A GREATER UNDERSTANDING? DO THEY FEEL BETTER? HOW SUCH PARAPHRASING CAN BE HELPFUL IN LIFE?
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3.
ASSERTIVENESS PRIMARILY YOU, SECONDARILY OTHERS. EXPRESSION OF YOUR NEEDS AND WANTS IN A MANNER ACCEPTABLE TO OTHERS. CAN CONVEY UNPLEASANT INFORMATION IN A NON-THREATENING, NON-ABRASIVE MANNER.
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NON-ASSERTIVENESS TOTALLY OTHERS, EXCLUDING YOU. NON-ASSERTIVENESS IS AN ABDICATION OF RESPONSIBILITY AND A SURRENDER OF RIGHTS. PRACTICALLY INVITES OTHER PEOPLE TO DISREGARD OR TAKE ADVANTAGE OF THE NON-ASSERTIVE PERSON.
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NON-ASSERTIVE
TIME 40 MTS
OR
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RESPONSIVE
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QUICK DECISION MAKER. LIKES TO BE AROUND OTHERS. LOTS OF ENERGY. GOOD AT SEEING THE BIG PICTURE EMOTIONALLY EXPRESSIVE.
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RESULTS - ORIENTED. GOOD AT TIME MANAGEMENT. QUICK DECISION MAKER. HIGH ENERGY. TASK ORIENTED. FOCUS ON DATA RATHER THAN PEOPLE.
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TEAM PLAYER. GOOD AT MAINTAINING PRODUCTS AND RELATIONSHIPS. DIPLOMATIC TIMING AND SPEECH. QUICK TO OFFER ASSISTANCE TO OTHERS.
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TASK ORIENTED.
DETAIL ORIENTED.
1.
2.
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Focus on feelings
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Make sure goals are well defined and job assignments are clear.
Don't interrupt
Show that other people support the idea you are proposing
When possible, allow the person to talk to others before committing to a decision
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Don't rush
Provide more and longer pauses to allow the person time to talk.
Focus on thoughts rather than feelings. Emphasize quality, economy and low risk.
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EMPATHIC RESPONSE, BEING THE BEST RESPONSE IN TERMS OF LISTENING SKILLS, REQUIRES US TO UNDERSTAND MEANING OF EMPATHY IN OUR LIFE EMPATHY IS ONE OF THE FIVE MAJOR DIMENSIONS IN DETERMINING EQ WHICH IS BASED ON EI PRESENT IN OUR PERSONALITY EI IS THE ABILITY TO MANAGE OURSELVES AND OUR RELATIONSHIPS EFFECTIVELY. HIGHER EI NORMALLY LEADS TO HIGHER EQ WE NEED TO BUILD UPON HIGHER EQ TO IMPROVE OUR RESPONDING SKILLS
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LISTEN TO BOTH CONTENTS AND FEELINGS. DO NOT ADOPT POOR LISTENING BEHAVIOURS. RESPONDING IS A KEY COMPONENT OF LISTENING. EMPATHIC RESPONDING STYLE IS AN EFFECTIVE COMMUNICATION STYLE.
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Contd.
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