LISTENING - THE PROBLEM SOLVER
(One-on-One Listening)
- Avoid Distractions:
- Visual - Eye contact is the solution.
- Closed Mind - It's worthwhile to listen.
- Non-Stop Talking - You become a bore.
- Jumping to Conclusions - Hear the other person out.
- Prejudice - Won't listen or will distort what is heard.
- Thinking Speed - Speak 125 wpm/ave.;
Receive 4 to 5 times faster.
Use receiving time wisely to process the information
and relate it to other experiences, rather than jumping
to conclusions or blocking the other person out; focus.
- Match Techniques to the Situation:
- Critical Listening - factual.
- Separate the person from the words.
- Separate fact from opinion.
- Ask for proof.
- Check their facts with an independent, reliable source.
- Listen with the brain, not the emotions.
- Sympathetic Listening - opinion o.k.
- Provide an opportunity to talk out problems by asking
about the problem.
- Allow them to put their thoughts and feelings into
words; besides giving them relief, they may talk out a
solution.
- Listen and understand; don't give advice or pass
judgment.
- Creative Listening - solution oriented.
- Listen with an open mind to the whole idea.
- Don't throw out the whole idea because of a minor flaw;
listen for the useful parts, then use them.
- Build on those ideas; form a consensus.
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