What to Expect in this Presentation Life with the Wright Family Overview about the importance of listening 4 Types of content listening Mindless vs Mindful listening Active listening defined Key elements in active listening ID: 1003198
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1. Hi-Touch Healthcare
2. LISTENING
3. What to Expect in this PresentationLife with the Wright FamilyOverview about the importance of listening4 Types of content listeningMindless vs Mindful listeningActive listening definedKey elements in active listening3 Steps for Improving Active Listening SkillsBefore, During and After
4. Importance of Communication and Soft Skills“Communication is “the skill that can possibly have the greatest impact on effective healthcare delivery. It really is the key to clinical governance and demands as much attention, respect and sustaining as other seemingly ‘harder’ targets. However, often the mere mention of the importance of communication causes less than positive reactions in healthcare professionals.”(Jelphs, 2006, senior fellow at theHealth Services Management Centre at the University of Birmingham)
5. Life with the Wright FamilyPlease stand and quickly form a circle
6. WHAT DID YOU HEAR?“Who didn't go on the vacation with the family?”Answer: Aunt Linda Wright “Why did Timmy have to run back home?” Answer: Father Wright left his wallet so Timmy went to get money“Who got sick in the car?” Answer: Susan Wright
7. on the job, listening is about 60% of our timeBased on the research of: Adler, Rosenfeld and Proctor (2001; 2011)60%Types of Communication ActivitiesTypes of Communication ActivitiesListening 45%Speaking 30%Reading 16%Writing 9%Speaking 30%Listening 45%Writing 9%Reading 16%60%
8. Listening Defined“The process of making sense of others’ spoken messages”(Adler & Proctor, 2011)There’s more to this than meets the ear:Hearing is NOT the same thing as listeningHearing is the act of perceiving soundListening occurs when the brain makes sense of the original sound Listening is an active mental process that gives meaning“Listening is a positive act: you have to put yourself out to do it.”- David Hockney
9. So, how do we listen?Can you HAURR me now?Five Elements of the Listening ProcessHearing = the physiological dimension Attending = the psychological process of selection where we decide what gets throughUnderstanding = making sense of a messageResponding = giving observable feedback to the speakerRemembering = the ability to recall information(Adler & Proctor, 2011)
10. 4 Content Types of ListeningType of ListeningHow is it usedAppreciativePleasure or enjoymentEmpatheticProvide emotional supportComprehensiveListen to understandCritical Listen to evaluate the message; accept or reject itThink about it: Sometimes based on the content, and the context, it’s easier or harder to really listen.Think back to the Wright story at the beginning of the session…which content type of listening would best have aided your effort to recall facts of the story?(Lucas, 2012)
11. We Can’t Always Listen Carefully! Mindless ListeningOccurs when we react to others’ messages automatically and routinely Mindful ListeningInvolves giving careful and thoughtful attention to the messages we receive(Adler & Proctor, 2011)THE CHALLENGE IS KNOWING WHEN TO BE MINDFUL: The precursor to Active Listening
12. Active Listening DefinedThe Centers for Disease Control (CDC) defines active listening as: “hearing what is said and paying attention to how it is said so the conversation can be adjusted to elicit the needed response utilizing various verbal and nonverbal techniques”(CDC, n.d.).
13. Role Playing ActivityFind a partnerYou will each be given instructions describing your rolePlease do not share your instructions with your partnerOnce both partners have read his or her instructions begin the role play activity.Continue until instructed to stop
14. A Few Key Elements to Active Listening That you probably already knowTake it seriously!It takes effort and commitment Provide effective feedbackBody language and nonverbal communication Talk lessListen to the words, tone and feelingsListen with your eyes and earsAsk questions to clarify meaningParaphrase to ensure your understandingSuspend judgment and evaluate thoughtsBe sincerely interested in the other person
15. Steps in Active Listening for Skills Improvement: A Continuum
16. Before Active ListeningIt’s not always possible but when it is, preparation is HUGE.Assess yourself and your listening environment Is it conducive to mindful listening?Remove/reduce physical and mental distractions Take a moment to assume good listening posture and physically orient your body to be open Take stock of your feelings and emotionsBe sincere in your desire to understand
17. During Active ListeningRemove mental and physical distractionsCell phone off? Chewing gum out? Mind cleared?Stay quiet & let the story unfoldDon’t interrupt internally or externally Orient your body to face the other personBe relaxed but posture attentive and interestedIf sitting, lean slightly toward the personMake eye contact; maintain it as appropriateSmile, and give positive body language signals such as nodding, and nonverbal indicators such as “mmhhm”A little more on body languageThis thing is everywhere!
18. Body language: Some say it’s just about 65%...(Burgoon, 1994)Based on the work by Albert Mehrabian
19. During Active Listening continued…Paraphrasing: Restate the other person’s comments in your own words verifying your understandingUse phrases like: “What I’m hearing is...” and “It sounds like you are saying…”
20. After Active ListeningActive Listening requires action and the action begins with a choice to improve your listening skillsBe willing to review your listening and communicative exchanges and to reflect on your own performance. As with any skill, you must first want to improve, so take listening seriously & practice.
21. Active listening PracticeIssues faced on the job discussion. Both partners will practice active listening.
22. General Causes of Poor ListeningInformation overloadPreoccupationNot concentrating We speak between 120 - 150 WPMWe can process 400 - 800 WPMListening too hardJumping to conclusionsThinking you know what is coming nextRejecting prematurely External interferencesWe think we are good listenersWe think speaking will earn more rewards than listeningFocusing on personal appearance
23. Steps in Active Listening for Skills Improvement: A ContinuumYou must want to improve and that means YOU take steps and modify your own behaviorIt’s okay to be:Mindless (at times) Mindful (as warranted)As long as youKNOW which is neededYou must want to improve so reflect and revise your listening behaviorsAsk other’s to help!
24. Thank you!Questions?Comments?