...attention to what customer are saying. By practicing active listening skills a consumer would sense that the CSR cares for their business as well as gain knowledge about the service situation. Ways to improve your active listening skills are be ready to listen, take notes, show you are listening, ask question and restate the customer’s problem in your own words. An individual should always be ready to listen physically and mentally; body language and facial expression play a big part in my opinion. Learn how to block out any distraction they may side track you from what you are being told. Be ready to take note; carry around a little notebook and pen. During the conversation write down the key points or whatever you believe will help you come up with a solution. Let the speaker know that you are taking note so they can speak clearly and slowly enough so that you understand. Show the speaker you are listening to them using body language (but nodding your head etc.) or keeping eye contact the whole time. You can even ask question to determine what the cause of the problem was. Even if you have to ask a lot of question the speaker will know you are putting forth your best effort to understand what is being said. After you hear the speaker out recite their problem back to them in your own. By following these steps an individual can improve their active listening skills 2. Which service situation promote effect listening and feedback? In my opinion, a call center is an example...
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...Effective Listening Strategies BSHS 385 April 21, 2015 Dr. Barbara Hughson Effective Listening Strategies Effective listening is an important part of the human service profession. This paper will review three articles about effective listening. For each article, I will provide a summary that includes my thoughts of the article, what was learned about effective listening, and how I can apply it to my daily life as a human service professional. I will also discuss my thoughts on how I will use these strategies and how effective they may be. The first article I read is called “Listen Carefully." This article is discussing teaching listening skills to school-aged children. Some of the research reviewed shows the importance of listening when it comes to human learning and development. Learning how to listen is the first skill in language most children will develop first. Once children begin school, listening becomes even more important because the majority of what children learn is through listening. An interesting fact to me was when McPherson (2008) stated, “Teaching listening skills to middle school at-risk readers improved their reading comprehension scores and found that listening to a story while reading the story's words also improved elementary children's reading comprehension.” (McPherson, 2008) This speaks volumes to me especially when the teaching of listening skills in the classroom is not being done today. Teachers who start teaching listening strategies have...
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...Training Plan Annette Zimmerman Everest University The topics for my training plan will be as follows: Importance of Listening Listening self-assessment quiz and discussion of why listening is important and at times listening is also hard to do. Better Listening Learn how to focus on the speaker and be empathetic to them. Analyze what is being said and appropriately respond. Effective Communication Learn the levels of listening. Level 3 – Daydreaming, faking attention, formal premature reply Level 2 – Focus on the words, missing the intent expressed nonverbally Level 1 – Opportunity to gather new and useful information Active Listening Skills Prepare to listen Prepare to take notes Show you are listening Ask questions Restate customer main points and concerns Nonverbal communication The way you react, move, look and listen shows people if you care, if you’re being honest with them and how well you’re listening and paying attention to them. The gestures we make, how close we stand, how much eye contact we make, the way we sit and how fast or how loud we talk; all send strong messages. These messages don't stop when you stop speaking either. Even when you're silent, you're still communicating nonverbally. Handling Customer Complaints Employees learn how to empathize with the customer in an appropriate manner record the complaint, what kind of details to capture, where the complaint should go after being recorded...
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...BSHS/385 WEEK THREE EFFECTIVE LISTENING STRATEGIES The main objective of listening is to establish empathy between the helper and client by listening to the clients words, sensing their feelings, and interpreting their thoughts. It is very important that clients know and feel that their helper is paying attention and care about the story they are telling. I have reviewed three articles that can really help me in my career when it comes to being an active and effective listener. Article one: The human side of teaching: Effective Listener. This article is very informative by offering effective listening suggestions. It suggest that professionals listen fully to clients without any interruptions. By waiting for the client to pause on speaking, giving the professional time to empathize before asking questions. This is very important to focus on the client and conversation at hand, so you’re able to give feedback to the client. Also, listen with your eyes, ears, and body. Who knew by sitting a certain way or spot would show your client that you’re giving your undivided attention and allow you to notice those non-verbal gestures or expressions. Taking notes allows you to be more engaged with any speaker and prove that you are listening effectively (Boyd, 2001). I am a strong believer of eye contact when talking with someone. Article two: The gift of listening: JUST Listening Strategies. This article discuss how listening with sensitivity is a key component when...
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... Week4 #5 In chapter 5 I realized that in my listening assessment that I need to listen for unidentified markers and meanings that are not readily apparent. I also need to show more empathy and be careful of rash labels that could hinder my ability to see meanings of what is being said. My goal from this is to build relationships based on trust and understanding. The response categories can map out a pattern for me to use in listening. The text labeled these response categories as empathetic, recommendation and asking for more information(Allen,1995) My ultimate goal after this weeks assignments is to be a more empathic listener. The guidelines I identified with is to be an active listener. The active listener will demonstrate interest in what the talker in saying. The goal will be to actively listen and to create a chain of events in the communication cycle that will allow the talker to open up and share more as I actively listen. As the talker gives more valid information I will apply the response category of asking for more information by asking valid questions. This empathetic listening skill will allow for a more complete communication model. Good communication skills can also help with those emotional situation and strengthen relationships. JOURNAL ENTRY WEEK 4 #6 1 Week 4 #6 The text this week brought out more on the empathetic approach that can assist the talker in developing...
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...Effective Listening Strategies Paper Laura Bedford Harper BSHS 385 Connie Cucuzza September 21, 2015 Effective listening is more than just hearing what an individual is saying. Effective listening is letting go of all distractions and focusing solely on the verbal and nonverbal. Through using understandable language, detaching self from solution oriented listening and applying active listening skills. A listener will be better equip to understand and aid the speaker when the time comes. In Blyth's article from 2012, he spoke with the emphasis on word count. He expressed that for listeners to comprehend, two hundred and fifty words per minute is suggested, and however, one hundred and twenty-seven is optimal. To prove his theory, Blyth used compound words for which the listeners may not have to understand, therefore stopping to see if they were following and reading their body language. This concept resulted in comprehension of the word or giving up in attempting to understand. By doing this study, listeners missed out on what was being said during this contemplative process. Blyth went on stressing the importance of the audience comprehension of what is being said by the speaker. Floyd (2011) states that listeners develop their meaning from the dialogue, and that is presented. However, researchers suggest that the assumption of listening skills can be similar to those of reading skills. Blyth disagrees with this theory and states that when reading the individual can...
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...What is listening? Or rather what is considered listening? According to the International Listening Association, listening is defined as “the process of receiving, constructing meaning form, and responding to spoken and/or nonverbal messages” (DeVito, 2012). The actual definition for listening is defined as “to give ear to” (Merriam-Webster, 2013), and that’s the very true essence of listening; to give ear to, to hear with thoughtful attention, to pay attention. Managers in the workplace are well known for having a reputation of not being great listeners. Whether it’s from lack of caring or just too many things clouding one’s mind, the overall problem lies with the lack of attention. Not all managers are bad, many can actually listen and give thoughtful responses, but the ratio of which ones listen and which do not is usually in the favor of those who do not. When there is more than one manager overseeing a group of employees, conflict arises, but not solely out of pride or who’s higher on the social ladder. Many conflicts arise because they simply do not listen. There are five different types of listening styles; empathetic/objective listening, nonjudgmental/critical listening, surface/depth listening, polite/impolite listening, and active/inactive listening (DeVito, 2012). Each manager has to learn and master these five types of listening or several barriers are placed between them and the employee. A company then has to listen. If employees conclude that a manager is just...
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...Climate essay The following paper explains the importance of active listening in the workplace. It also explains how supportive and defensive climates can improve relations in the workplace. Active listening in the workplace Active listening involves being present in every conversation you have. Listening with undivided attention communicates respect for the person with whom you are speaking. There is a big difference between hearing and listening. For example if the person responds “I hear you” but their body language shows they are not. Hearing is a physical ability that the ears receive feelings and transmit them to the brain while listening is a skill. Listening skills allow one to make sense of what another person is saying. Active listening is not always embraced in the workplace because there is such a premium value placed on multitasking. Active listening is important in all situations where people are communicating with each other. In the workplace active listening allows employers to understand their employees and create a workplace that is responsive to employee needs. For example in service industries, active listening allows service providers to better understand what customer expectations are and meet those expectations. Active listeners let people know they care about what is being said and help the speaker articulate the true meaning of their thoughts and the true source of their feelings. The active listener seeks to understand and remember what is...
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...NORTHCENTRAL UNIVERSITY ASSIGNMENT COVER SHEET Learner: Barry C. Archie THIS FORM MUST BE COMPLETELY FILLED IN Please Follow These Procedures: If requested by your mentor, use an assignment cover sheet as the first page of the word processor file. The assignment header should include the Learner’s last name, first initial, course code, dash, and assignment number (DoeJXXX0000-1) justified to the left and the page number justified to the right. Keep a Photocopy or Electronic Copy of Your Assignments: You may need to re-submit assignments if your mentor has indicated that you may or must do so. Academic Integrity: All work submitted in each course must be the Learner’s own. This includes all assignments, exams, term papers, and other projects required by the faculty mentor. The known submission of another person’s work represented as that of the Learner’s without properly citing the source of the work will be considered plagiarism and will result in an unsatisfactory grade for the work submitted or for the entire course, and may result in academic dismissal. || CT7001|Christopher Stabile| || The Role of the Teacher Practitioner|ArchieBCT7001-4| || Faculty Use Only Personal Capacities Barry C. Archie Northcentral University Reflective Practice requires possession of specific skill-sets in order to increase pedagogical efficiency. York-Barr, Sommers, Ghere...
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...Book Review: Why Don’t We Listen Better? HSCO 508- Studies in Interpersonal Communication Destany Sanders Liberty University November 28, 2015 SUMMARIZE! “Why Don’t We Listen Better?” by James Petersen is about different ways to improve your communication skills and how to become a better listener. Peterson breaks it up in five different parts, the first part talks about different options one can take when communication. The second part helps develop different approaches on the talking and listening process, the fourth part indicates different listening techniques, and the fifth section concludes it all. In Petersen’s first part “Options in Communicating,” develops several different theories and emotions that are known as the Flat-Brain Theory, this is something that alters your hearing, sight, thinking, as well as your sensibility to things. One who suffers from flat-brain syndrome often believe that others are the problem (Peterson, 2007). The flat brain theory contains a formula of one’s self that includes the stomach, heart and head, the stomach consists of our emotions and feelings, the heart gives and receives concerns, and the head incorporates thinking planning, and remembering (Peterson, 2007). Peterson indicates that the way one think may change their feelings. In the Talker-Listener process, it is Peterson’s way to remind people that you do not overpower to get your point across you have to take turns and listen...
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...Elizabeth Anderson Journal# 10 Professor Jordan Section 3 Covey: Covey’s fifth habit is: Seek First to Understand, Then to be Understood. He talks about the importance of communication and what he calls “empathetic listening” saying that most people listen with the intent to reply. When we listen we listen on one of four levels (ignoring, pretending, selective listening, or attentive listening) and very few people practice this highest form of listening which is empathetic listening. Empathic listening is effective when you have the best interest of the other in mind, if you genuinely seek the welfare of the others. This can be applied to real life in regards to effective parenting techniques. In an episode of Everybody Loves Raymond called “Father Knows Least” Raymond and his wife sign up for a Parenting class where they learn about active listening. In this clip he practices these techniques with his daughter Allie in order to try to get through to her about her bad behavior. Here, he tries to see her perspective, he relates to her, and makes eye contact and appropriate body gestures. http://www.youtube.com/watch?v=4VOubVB4CTU I can apply this to my own life by trying to remember that I will actually be more effective if I put forth the extra effort to listen and engage and empathize with who I am speaking to, whether I want to or not. People will look up to me and respect me more if they feel like I genuinely care about them. Another thing that stuck out...
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...Characteristic of the Affective Counselor Lamonte Mackey Liberty University Abstract Characteristics of an effective counselor can range from person to person or their opinions. Counseling is the application of mental health, psychological or human development principles, through cognitive, affective, behavioral or systemic intervention strategies, that address wellness, personal growth, or career development, as well as pathology. Thus counseling focuses on helping people make changes unlike guidance that focuses on helping individuals choose what they value most. Therefore a counselor is a person who gives counsel or advice. Counselors work in diverse community settings designed to provide a variety of counseling, rehabilitation, and support services. Their duties vary greatly, depending on their specialty, which is determined by the setting in which they work and the population they serve. Although the specific setting may have an implied scope of practice, counselors frequently are challenged with children, adolescents, adults, or families that have multiple issues, such as mental health disorders and addiction, disability and employment needs, school problem or career counseling needs, and trauma. Counselors must recognize these issues in order to provide their clients with appropriate counseling and support. As a counselor you need to have patience with your clients as they process the discussion. It may take them time to accept certain things and to move towards...
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...Title of Educational Activity: Mindful Listening Purpose / Goals: To provide information and tools to assist the health care professional in communicating more effectively through the client/patient / care giver relationship, as listening is a significant part of the communication process. M0707121 Objectives List the educational objectives. 1. Response to and discuss the question: “What is communication?” Content (Topics) Provide an outline of the content/topic presented and indicate to which objective(s) the content/topic is related. I. A. B. C. D. E. II. A. B. C. D. E. F. III. 1. 2. 3. 1. Communication - What it is It is NOT about words It is about connecting with another person It is about deep listening It is about frank and honest dialog It is about trust Development of listening skills Increase in patient satisfaction Increase in patient retention Increase in best possible clinical outcomes. Increase in patient loyalty Increase in word of mouth referrals Increase in patient cooperation compliance The Myths of Listening Listening means agreeing: agreeing is not good listening Listening is a lot of hard work: focused, deep listening takes 45 seconds Listening requires you have to “act like you’re listening.” Listening takes too much time: people interrupt their clients after the first 12-14 seconds of the client speaking. What Makes A Mindful Listener A. A mindful listener “gets the whole picture”, not just the words but gestures, tone, attitude, expressions and pauses...
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...limits in counseling between you as the counselor and your client), empathic counselor (being able to understand your clients feelings and grasp where those feelings are coming from), Self-Awareness (counselors encourage clients though process of belief that they can achieve anything, have faith in the clients you work with but also be aware that not everything they tell you is the truth), lastly collaboration (by working together as a system and using your people skills your collaboration with your client will be more effective). An ineffective characteristic that I got from the media was codependency, making sure to pay attention to times when counselors become too involved in their clients therapy or lives and are not creating the active listening environment, this may lead to not helping the client heal and become a more positive person and get better in the long run. In the case study two effective characteristics that I believe to be effective are when the counselor as the client to tell him more about the anger issues. This is effective because it opens up more questions that the counselor...
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...Art of Listening www.humanikaconsulting.com Learning outcomes • Explain what we mean by listening skills • Identify why listening skills are important, from an employability perspective • Identify key reasons why we often fail to listen effectively • Adopt simple listening techniques to ensure that you listen effectively Introduction • Almost 45% of time we spend in listening. • An essential management and leadership skill. • A process of receiving, interpreting and reacting to a message. • Difference between listening & hearing Why Be A Good Listener? Needs of the Customer… • To be recognized and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need Traits of a Good Listener • • • • • Being non-evaluative Paraphrasing Reflecting implications Reflecting hidden feelings Inviting further contributions • Responding non-verbally Percentage of Communication Mode of Communication Writing Reading Speaking Listening Formal Years of Training 12 years 6-8 years 1-2 years 0-few hours Percentage of Time Used 9% 16 % 30% 45% Listening is the most powerful form of acknowledgment …a way of saying, “You are important.” Listening builds stronger relationships …creates a desire to cooperate among people because they feel accepted and acknowledged. Listening promotes being heard …”Seek first to understand, then be understood.” - Stephen Covey Listening creates...
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