Leadership Session 6 PDF

SKEMA BUSINESS SCHOOL Leadership: Session 7 Session 6: Active Listening and Motivation  Paraphrasing Skills  Clarifying  Reflecting  Summarizing  Road Blocks to Good Listenin  Tips for Active Listening...

SKEMA BUSINESS SCHOOL Leadership: Session 7 Session 6: Active Listening and Motivation  Paraphrasing Skills  Clarifying  Reflecting  Summarizing  Road Blocks to Good Listenin  Tips for Active Listening  “Feeling words”  Hamburger Method “How to give good Feedback”  Observer Form  Listening Simulation  Motivation Theories  THE 4 GOOD ACTIVE LISTENING ESSENTIALS:  PARAPHRASING To express the meaning using simple Restate the same words. information, using different words to more concisely reflect what the speaker said. PARAPHRASING WHY DO IT? PARAPHRASING EXAMPLES:  CLARIFYING HOW TO DO IT Invite the speaker to explain some aspect of what he or she said.  CLARIFYING WHY? Gives the speaker the opportunity to elaborate and clarify what was said. Gives you the opportunity to identify anything that is unclear and to check the accuracy of your understanding.  CLARIFYING EXAMPLES: I’m not sure I quite understand; or do you mean that…? Can you say more about…? You have give me a lot of information, let me see if I’ve got it all… REFLECTING  REFLECTING HOW TO DO IT Relaying what was said back to the speaker to show that you understand how she/he feels about something.  REFLECTING WHY DO IT? Deepens understanding of feelings and content. Allows the speaker to see that you are trying to understand her/his message and perceptions.  REFLECTING EXAMPLES: « I get the sense that you might be feeling afraid about what might happen if… » « To me, it sounds like you are frustrated about what was said, but I’m wondering if you are also feeling a little hurt by it. » « It seems like you felt confused and worried when that happened. » « So, you’re saying that you were feeling more frightened than angry. » SUMMARIZING SUMMARIZING HOW TO DO IT Identify, connect, and integrate key ideas and feelings in what the speaker said.  SUMMARIZING WHY DO IT? Helps both the listener and speaker identify what is most important to the speaker.  SUMMARIZING EXAMPLES Let me summarize what I heard so far… So, on the one hand… but on the Other hand… I think I’ve heard several things that seem to be important to you, first_____, Second________, third ________. « It sound like there are two things that Really matter most to you…. » TIPS FOR ACTIVE LISTENING DO’S: Listen more than you talk Let the speaker finish before you respond Asks open-ended questions Remain attentive to what’s being said Be aware of your own biases Manage your own emotions Be attentive to ideas and problem-solving opportunities Give verbal and nonverbal messages TIPS FOR ACTIVE LISTENING DONT’S: Act bored Dominate the converstation Interrupt Finish the speaker’s sentences Jump to conclusions Respond with blaming or accusatory language Become agrumentative Demonstrate impatience or multitask Mentally compose your responses about what to say next Listen with biases or shut out new ideas  WHAT IS THE MOST IMPORTANT PART OF ACTIVE LISTENING?  WHAT IS THE MOST IMPORTANT PART OF ACTIVE LISTENING? Answer: Pacing or mirrori the feelings of the person we are listening to. If a person is sad, and we are not, what will they think? We never reach the highest level of communication with a person until we talk about feelings. Understanding feelings builds trust. WHAT FEELING WORDS CAN YOU THINK OF IN ENGLISH? ? Building Trust  ROADBLOACKS TO GOOD LISTENING Diverting: Reassuring Changing the subject Focusing on your own agenda Evaluating: Interrupting: Threatening Interjecting comments Fixing: Praising Not allowing speaker’s Ordering Condemning own pace Suggesting Taking sides Tuning out Advising Giving opinions Creating/responding to Diagnosing distractions Cross-examining  GIVING FEEDBACK: HAMBURGER METHOD Soft: Mention a few Positive things. Sauce: smooth Transition to constructive feedback. Replace words like but and however with « and ». Hard: Contructive Feedback. Soft: Mention one or two more things they did well.  ACTIVE LISTENING SIMULATION ROTATION IS CLOCKWISE: YOU WILL PLAY EACH 1 ROLEClient TIME Every student must think of one or two things they would like to improve on: 10-12 Examples: dealing with minute a difficult person, situation, finding a job, etc… s Coach: Obser Active ver Listen 3-5 minutes er (using observer form)  5 MOTIVATION THEORIES TO INCREASE PRODUCTIVITY WATCH AND 1. Hertzberg’s LEARN: Two-Factor Theory THEORY 1 https://www.youtube.com/watch?v=CIhJ0Ggf8_w Video for Herzberg’s Two-Factor Theory youtube▶ 1:56  5 MOTIVATION THEORIES TO INCREASE PRODUCTIVITY WATCH AND ofLEARN: 2. Maslow’s Hierarchy Needs THEORY 2 https://www.youtube.com/watch?v=O-4ithG_07Q Video for Maslow’s Hierarchy of NeedsTheory youtube▶ 2:48  5 MOTIVATION THEORIES TO INCREASE PRODUCTIVITY WATCH AND 3. Hawthorne EffectLEARN: THEORY 3 https://www.youtube.com/watch?v=FN8R13aVHsw Video for Hawthorne Effect youtube▶ 2:20  5 MOTIVATION THEORIES TO INCREASE PRODUCTIVITY WATCH AND 4. Expectancy Theory LEARN: THEORY 4 https://www.youtube.com/watch?v=9APgql9pTPo Video for Expectancy Theory Theory youtube▶ 5:05  5 MOTIVATION THEORIES TO INCREASE PRODUCTIVITY WATCH AND 5. Attribution LEARN: THEORY theory https://www.youtube.com/watch?v=YMxY9s58tso 5 Video for AttributionTheory youtube▶ 5:06