Active Listening Week 6 Slides PDF

Active Listening Week 6  Learning Outcomes Week 6 4.3 Identify common barriers to effective listening, and strategies to overcome them. 4.4 Reflect on the significance of giving and receiving feedback in a healthcare setting. 5.1 Explore the importance of non-verba...

Active Listening Week 6  Learning Outcomes Week 6 4.3 Identify common barriers to effective listening, and strategies to overcome them. 4.4 Reflect on the significance of giving and receiving feedback in a healthcare setting. 5.1 Explore the importance of non-verbal communication in active listening.  Agenda Explore what listening is, and why it is important Review the concepts of Passive vs. Active listening Explore some strategies for effective listening  Listening 101 1. What is listening? 2. Why is it important to be a good listener? 3. What does effective listening look like? Image adapted from Pixabay.com Listening is the key to effective communication. Listening is the ability to accurately receive and interpret messages in the communication process. Without the ability to listen effectively, messages are easily misunderstood.  Passive vs. Active Listening (review from last week) “Passive listening means listening without giving a response, other than the odd nod or show of comprehension. It’s appropriate when the talker merely wants to let off steam or muse out loud. Active listening, by contrast, creates a constant interaction between speaker and listener. By directly responding to what the speaker says, through comments and questions, the listener helps direct the conversation. An active listener can, in fact, retain control of a conversation.” – Carl Rogers (1995) Benefits of Active Listening  Benefits of Active Listening Builds trust and commitment in [Leaders’] work Enhances communication with subordinates Subordinates perceive that they have more support, causing them to feel better about their work and their supervisor Can improve interpersonal relationships and perception of confidence and respect Lessens tension Provides a better environment for joint problem solving and sharing information Reduces uneasiness and suffering in workers Jahromi et.al. (2016) Door Openers  Door Openers The power of a “what” or “how” question. What was that like for you? What do you think about that? What would you like to do? What is important about that for you? How do you feel about …? What would be helpful? What might be possible if….?  Active Listening: Showing You Care Empathy: experiencing the situation through the other person’s eyes. Acceptance: “ It makes sense…” “ I understand…” Optimism: “ I believe this will help” “ We can make things better” Compassion : “This must be difficult” Door Closers  Door Closers Leading questions Closed or Short yes/no questions Judgements e.g. “Don’t you think that you should?” Threats e.g. “I cannot help you if…” Unsolicited advice e.g. “ You should…” If your goal is to listen and understand, put aside assumptions and advice  Listen to Understand Do: Do Not: Reflect - What I am hearing is… Listen to judge Clarify - Ask questions Listen to argue Summarize - It sounds as if… Listen for points of disagreement Give verbal affirmations - Its only natural… Interrupt  3 Principal Factors for Active Listening Listening Attitude Listening Skill Conversation Opportunity Jahromi et.al. (2016)  5 Active Listening Subscales Avoiding interruption Maintaining interest Postponing evaluation Organizing information Showing interest Jahromi et.al. (2016)  What gets in the way? Interruptions/Distractions? Expertise? Bias? Expectations and/or intentions?  Establish Expectations for Listening “Before we get too far along in our conversation, how would you like me to help? Would you like me to just listen, and help you to think things through? Or are you looking for some advice or mentorship?” “Is this information you want me to know? Or is this a problem or challenge that you want me to help you with?” This will allow you to know HOW to show your best intentions toward their needs and expectations. Taming The Advice Monster – Michael Bungay Stanier  Stay Curious Longer “What’s the real challenge here for you?” “And what else?” “what else?” “What do you want?”  Group Discussion Exercise In pairs, utilize Michael Bungay Stanier’s questions to help each other explore your most recent dilemma. Take turns being the speaker (with the dilemma), and the listener (asking Michael’s questions to tame the advice monster). Do not give advice!  References Northey, M., Seijts, J., Bigio, B. (2023) Impact: A Guide to Business Communication, Tenth Edition North York, ON: Pearson Canada Inc. Photo images from Microsoft Office 365 Powerpoint “Stock Images” unless otherwise noted. Jahromi, V. K., Tabatabaee, S. S., Abdar, Z. E., Rajabi, M. Active Listening: The key of successful communication in hospital managers. Electron Physician, 2016 Mar; 8(3): 2123-2128.