Active Listening and Communication Skills

Active Listening

• Active listening is a crucial skill for improved communication and productivity.
• 96% of people believe they are good listeners, but actual listening efficiency is only about 25%.
• Over 60% of workplace errors stem from poor communication.
• Active listening increases collaboration and productivity by up to 25%.
• Over 50% of managers do not effectively listen to their employees.
• Active listening reduces misunderstandings by 40%.
• Managers who received training in active listening observed a 30% improvement in employee satisfaction.
• 80% of workplace complaints and conflicts arise from poor communication.

Mehrabian's 7-38-55 Communication Model

• 7% of communication consists of spoken words.
• 38% is the tone of voice.
• 55% of communication involves non-verbal cues and facial expressions.

Two Types of Responses

• Support Response: Acknowledges and validates a person's feelings or experiences, demonstrating empathy and compassion.
• Shift Response: Self-referential statements that divert the conversation away from the speaker and towards oneself. This is also known as conversational narcissism.

Storytelling as a Leadership Skill

• Transforming self-centered reactions into narratives conveys insights effectively and relates experiences.
• When faced with the temptation to shift the conversation, use it as a springboard for a story that acknowledges the original speaker's point, draws a parallel to one's own experience, and offers valuable lessons or insights.

Crafting a Narrative for Storytelling

• Begin with empathy, acknowledging the speaker's point and emotions.
• Use a transitional phrase to bridge to your own experience.
• Briefly describe the context of your experience.
• Explain the challenge or problem you faced.
• Describe how you overcame the obstacle or what you learned.
• Relate the story's lesson to the original speaker's situation.

Benefits of Good Listening

• Building trust and respect
• Enhancing understanding
• Strengthening relationships
• Encouraging learning
• Promoting emotional well-being
• Increasing likeability

Additional Notes

• Workshop expectations include being present, participating, sharing perspectives, and practicing.