Page 113 - DENG401_Advance Communication Skills

Advanced Communication Skills

Notes can improve your productivity, be more influential, and avoid conflicts and misunderstandings.
The best way to enhance your listening skills is to learn to listen actively.

Notes Verbal cues is one uttered by a person, whether in language or not. Such as “hmmm”.
Active listening is a way of listening and responding to another person that improves mutual
understanding. Often when people talk to each other, they don't listen attentively. They are
often distracted, half listening, half thinking about something else.

Example: When people are engaged in a conflict, they are often busy formulating a
response to what is being said. They assume that they have heard what their opponent is saying
many times before, so rather than paying attention; they focus on how they can respond to win
the argument.
1. Offer full attention: Active listening requires your complete attention. Turn or lean towards
the speaker and maintain eye contact while they are talking. Avoid distractions such as
looking at your e-mail or checking the time. Pay attention to the nonverbal signals that
the other person is sending. Figure outlines effective ways to listen to others within an
organization.
2. Use nonverbal signals: Use your body language to signal your interest and attention to the
other person. Let them know you are paying attention by occasionally nodding your
head, smiling, or making appropriate facial expressions. Keep your arms unfolded and
your hands unclenched. Providing nonverbal feedback doesn’t necessarily mean that you
agree with what the other person says, but does let them know you are actively listening.

3. Give the other person feedback: Verify your understanding of the conversation by
occasionally paraphrasing the other person’s ideas and summarize what you believe they
are saying. Reflecting ideas back to the speaker helps both of you develop a common
understanding and shows that you are interested.
4. Ask effective questions: Ask questions to clarify points or ideas that may be unclear. Even
if you think that you understand the message, an occasional question shows the other
person that you are carefully considering what they have to say. Use open-ended questions
when you want to elicit more information. Use closed-ended (yes/no) questions when
you need quick clarification on a point.
5. Be open-minded instead of concentrating on your own agenda: Focusing too much on
your own questions, problems, and goals is a major distraction that interferes with your
ability to actively listen and understand. Allow the speaker to finish a thought and try to
listen with an open mind. Interruptions frustrate the other person and impede your ability
to absorb and interpret their message. Save your answers for when they are finished
talking, and give thoughtful responses.

Task You are driving a bus. At the first stop five people get on the bus. At the next stop
three people get off the bus and two people get on. At the next stop ten people get on the
bus and six people got off. What was the bus driver's shoe size? Usually students will say,
"How am I supposed to know?" or give you math problem. At this point ask the students
to listen closely while you retell the story. Sometimes one or two students will get the
answer after hearing the story three times. (The answer is: You are the bus driver. What is
your shoe size?)

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