Leadership Session 7: Active Listening Techniques
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Questions and Answers

What is the primary purpose of paraphrasing in active listening?

  • To interrupt the speaker for clarity
  • To challenge the speaker's thoughts
  • To summarize the conversation
  • To restate information using different words (correct)

Which of the following is an example of clarifying?

  • I didn't catch that.
  • That's a good point.
  • I understand everything you said.
  • Can you say more about what you just mentioned? (correct)

What does reflecting in active listening aim to achieve?

  • To disagree with the speaker's view
  • To relay feelings back to the speaker (correct)
  • To summarize factual information
  • To analyze the speaker's motives

What is a key reason for using the clarifying technique?

<p>To check the accuracy of your understanding (B)</p> Signup and view all the answers

Which of the following actions should be considered a ‘Don’t’ in active listening?

<p>Using technical jargon (B)</p> Signup and view all the answers

When reflecting on a speaker's feelings, what type of statement would be appropriate?

<p>It seems like you felt confused and worried. (C)</p> Signup and view all the answers

What is an essential part of active listening that can help to build rapport?

<p>Using mirroring techniques (B)</p> Signup and view all the answers

Which of the following is NOT a benefit of active listening?

<p>Increased chance of conflict escalation (A)</p> Signup and view all the answers

Which technique encourages the speaker to elaborate on their ideas?

<p>Clarifying (A)</p> Signup and view all the answers

Why is it important to recognize ‘feeling words’ in active listening?

<p>To understand the emotional context of the conversation (C)</p> Signup and view all the answers

What is NOT considered a roadblock to good listening?

<p>Praising (B)</p> Signup and view all the answers

Which of the following actions can improve active listening?

<p>Using observer form effectively (B)</p> Signup and view all the answers

What is the first component of the Hamburger Method for giving feedback?

<p>Positive recognition (B)</p> Signup and view all the answers

Which statement is true about the role of the observer in active listening?

<p>The observer evaluates the listener's effectiveness. (A)</p> Signup and view all the answers

Which of the following does not belong to the category of fixing in listening?

<p>Evaluating (B)</p> Signup and view all the answers

Which of the following is an example of a behavior that disrupts active listening?

<p>Focusing on your own agenda (C)</p> Signup and view all the answers

Hertzberg’s Two-Factor Theory is primarily concerned with what aspect?

<p>Job satisfaction and motivation (C)</p> Signup and view all the answers

Which technique is encouraged for transitioning from positive to constructive feedback in the Hamburger Method?

<p>Using the word 'and' (B)</p> Signup and view all the answers

The active listening simulation has what purpose?

<p>To improve listening and feedback skills (A)</p> Signup and view all the answers

Which of the following is not a behavior that indicates effective listening?

<p>Interjecting comments (B)</p> Signup and view all the answers

What is the primary purpose of summarizing in a conversation?

<p>To identify key ideas and feelings the speaker expressed (A)</p> Signup and view all the answers

Which of the following statements is an example of a summarizing technique?

<p>I believe I have captured the main points: firstly ____ , secondly ____ , thirdly ____. (A)</p> Signup and view all the answers

What is considered a key element of active listening?

<p>Listening more than you talk (A)</p> Signup and view all the answers

Which of the following is a suggested behavior to avoid in active listening?

<p>Demonstrating impatience (D)</p> Signup and view all the answers

What is the most important aspect of active listening?

<p>Pacing or mirroring the speaker's feelings (A)</p> Signup and view all the answers

Which behavior demonstrates poor listening skills?

<p>Responding with accusatory language (C)</p> Signup and view all the answers

What does effective summarizing help to achieve?

<p>A deeper understanding of a person's feelings (C)</p> Signup and view all the answers

What should you avoid when listening actively?

<p>Multitasking during the conversation (C)</p> Signup and view all the answers

Why is understanding feelings important in communication?

<p>It builds trust and deeper connections (B)</p> Signup and view all the answers

Which statement reflects a misconception about active listening?

<p>One should think about responses while the speaker is talking (A)</p> Signup and view all the answers

Flashcards

Paraphrasing

Expressing the same meaning using different words. Restating information in simpler terms, showing understanding of the speaker's message.

Active Listening

A crucial communication skill that involves fully concentrating, understanding, responding, and remembering what is being said.

Clarifying

Asking for further explanation or details to ensure complete understanding of a message. A way to check your understanding for accuracy.

Reflecting

Communicating back to the speaker how you understand their feelings and emotions regarding the message.

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Summarizing

Briefly restating the main points of a message to confirm comprehension.

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Mirroring

A listening technique that involves consciously matching the speaker's body language and tone.

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Good Listening Essentials

Four necessary skills in active listening, encompassing paraphrasing, clarifying, reflecting, and summarizing.

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Roadblocks to Good Listening

Obstacles that prevent effective understanding and interaction during a conversation.

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"Feeling words"

Words used to express emotions and perceptions.

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Tips for Active Listening

Practical strategies to improve the effectiveness of active listening.

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Summarizing

Identifying, connecting, and integrating key ideas and feelings from a speaker's message.

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Active Listening

Concentrating on what is being said, both verbally and nonverbally.

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Open-ended questions

Questions that encourage the speaker to elaborate and provide more information.

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Understanding feelings

Recognizing and acknowledging the emotions expressed by the speaker.

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Identify key ideas

Recognize the most important points from a speaker.

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Important part of active listening

Pacing or mirroring the feelings of the person you're listening to.

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Bias

A preconceived idea or opinion that influences your perception of the message.

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Emotional management

Controlling your own emotions to focus on the conversation.

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Interrupting

Cutting off the speaker before they finish their point..

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Finishing Sentences

Implying you know what the speaker is going to say or completing their thoughts.

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Roadblocks to Good Listening

Actions that hinder effective communication by preventing the listener from fully understanding and appreciating the speaker's perspective.

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Diverting

Changing the subject or focusing on something other than what the speaker is saying.

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Reassuring

Attempting to comfort or provide emotional support instead of understanding the speaker's point.

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Evaluating

Judging the speaker's message instead of listening attentively to understand their perspective.

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Interrupting

Cutting the speaker off mid-sentence, hindering their flow of thought and perspective.

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Fixing

Offering unsolicited solutions or trying to fix the speaker's problem.

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Active Listening Simulation

A role-playing activity where participants practice active listening skills.

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Hamburger Method (Feedback)

A structured way to give constructive feedback, starting with positive reinforcement, transitioning to criticism, and ending with another positive observation.

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Herzberg’s Two-Factor Theory

A motivation theory that distinguishes between hygiene factors (extrinsic motivators like salary) and motivators (intrinsic motivators like recognition).

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Motivation Theories

These are ideas that explain why people are driven to act in particular ways.

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Study Notes

SKEMA Business School Leadership: Session 7

  • Session focuses on active listening and motivation
  • Topics covered in session 7:
    • Slides 2-6: 4 Good Active Listening
    • Slides 7-9: Paraphrasing, Clarifying
    • Slides 10-1e: Reflecting, Summarizing
    • Slides 18-19: Tips for Active Listening (DO's & DON'Ts)
    • Slides 20-23: Mirroring, Roadblocks to good listening ("feeling words")
  • Active listening basics include: Listening for the whole message, Being Non-judgmental, Being understanding and supportive, Developing the desire to listen
  • Paraphrasing: Restating information using different words to more concisely reflect what the speaker said; expressing the meaning using simple words.
  • Clarifying: Inviting speakers to explain aspects of what was said.
  • Reflecting: Relaying what was said back to the speaker to show understanding of how she/he feels about something.
  • Summarizing: Identifying and integrating key ideas and feelings expressed by the speaker.
  • Active listening DO's: Listen more than you talk, let the speaker finish before responding, ask open-ended questions, remain attentive to what's being said, be aware of your biases, manage your emotions, be attentive to ideas and problem-solving opportunities, and give verbal and nonverbal messages that you are listening
  • Active listening DON'Ts: Act bored, dominate conversation, interrupt, finish sentences, jump to conclusions, respond with blaming/accusatory language, become argumentative, demonstrate impatience/multitask, mentally compose responses, listen with biases, or shut out new ideas
  • Most important part of active listening: Pacing or mirroring the feelings of the person you are listening to; understanding feelings builds trust.
  • Feeling words examples include: concerned, desperate, confused, angry, frustrated, discouraged, annoyed, belittled, patronized, put-down, understood, turned off, pleased, uncomfortable, resentful.
  • Roadblocks to good listening: Diverting, evaluating, interrupting
  • Simulation: Students rotate roles as Clients, Observers, and Active Listeners.
  • Feedback method: "Hamburger Method" - Soft (mentioning positive aspects), Sauce (smooth transition), and Hard (constructive feedback)
  • 5 Motivation Theories:
    • Herzberg's Two-Factor Theory (video provided)
    • Maslow's Hierarchy of Needs (video provided)
    • Hawthorne Effect (video provided)
    • Expectancy Theory (video provided)
    • Attribution Theory (video provided)

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Leadership Session 7 - Updated for 5 Teams PDF

Description

This quiz focuses on Session 7 of the SKEMA Business School Leadership program, which emphasizes the importance of active listening and motivation. Participants will explore techniques such as paraphrasing, clarifying, reflecting, and summarizing, along with tips to enhance their listening skills. Engage with key concepts to improve communication and leadership effectiveness.

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