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COMMUNICATIONS
Listening  |   Coping With The Non-Listener  |   Behavorial Exercise

Speaking

   When stressed relax throat, voice & body.
      Then deep breaths by inhaling slowly through
      your nose.  Hold your breath.  Then exhale
      slowly through mouth.

   Listen to voices.  Note tempo, volume and
      pitch.

   Listen for variations throughout a conversation.

   Avoid using meaningless words or
      expressions which are often added to the
      beginning, middle or end of
      sentences.  Often they just fill spaces.

   (e.g. "you know,"  "right?,"  "like...")

   Avoid phrases that diminish an individual's
      "verbal image."

   (e.g. "You know what I mean,"
      "I guess,"  "but...,"
      "you probably won't
      believe this,"  "sort of")

   These words/phrases are ambiguous or
      lack in convection/strength.

   Beware of phrases and abrasive words that
      shut down the line of communication:

   "You don't understand,"  "what are you
      trying to say"  "you're wrong,"

Listening

   Ineffective listening can have some powerful
      results, both personal & organizational

   Reasons:

   Important information can be missed
      / lost

   Can result in frustration,
      embarrassment and confusion

   Can intensify crisis and conflicts

   Can result in lost business time and
      revenue

   Can result in an inability to interpret
      and implement

   When people speak  -  do not translate what
      is said into what you wish were said.

   Try to:

   Concentrate on the precise words
      spoken or some of the most
      obvious clues will be missed.

   Don't disregard clues (those non-verbal
      communications that are the most
      honest messages.

   Look for "mystery clues" (those
      non-verbals that contradict the verbal
      message)

   Non-verbal clues will usually be the accurate
      "reading."

Coping With The Non-Listener

   Remember, effective listening does not come
      naturally to many.

   Improve the situation by clarifying in your is
      mind what you want to convey.

   If your ideas are crystallized, the listener
      likely to be more receptive.

   When you set up a meeting, give an idea of
      what you want to discuss.

   The listener should then be ready to listen.

   Keep the conversation concise and to the
      point.

   Carefully pick a time during the day when the
      person less distractions & more likely to
      listen.

Behavioral Exercise  /  Review

   During conversations track the amount of time
      you:

   Listen (phone conversations may be
      the easiest)

   Question (put the actual times into
      percentages)

   Speak

   Note the type of conversation.

   Look for patterns and potential reasons.

   Would shifting the percentages for each
      create any improvements?  What?




Speaking  |   Coping With The Non-Listener  |   Listening



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