Where are you now in the Learning Curve

1
Where are you now in the Learning Curve?

• Unconscious Incompetence
• Conscious Incompetence
• Conscious Competence
• Unconscious Competence

2
Listening Skills

• Fuel Cell,
• May-June, 2007

3
ActivityWhisper down the lane/Phone

• A 39,
• 40?, 41,42
• Roses Museum Newspaper
• Sit down in a row
• First person will whisper something into the ear
  of the next person
• Pass down the line this story
• Last person in line repeat the story aloud

4
Barriers

• Attention span
• Oral communication is different from written
  communication you cant go back
• You are not in control
• Difficult to decipher
• Unknown vocabulary (idioms, jargon, acronyms)
• Fast speech by the time we translate, discourse
  is moving forward
• Sounds are reduced , modified/altered, deleted,
  contracted
• Accent or unclear pronunciation

5
Sound Concepts

• English does not sound the way it looks
• Sounds are linked
• Is-everybody-here?
• 2. Deleted
• Is (h)e in (h)is office? Try (h)im on (h)is cell.
• 3. Reduced (give and or take give a take)
  and sharing, helping and getting help or add
  or subtract
• 4. Altered (meeting meeDing)
• 5. Contracted (no, he isnt)

6
Are you a good listener?

• Do you often
• interrupt the speaker?
• Distracted by the surroundings?
• planning what you will say next ?
• do not support verbally or non-verbally?
• feel bored?
• tune out and day dream?
• DO NOT SUPPORT SPEAKER WITH YOUR BODY LANGUAGE OR
  VERBALLY?
• DO NOT UNDERSTAND native or non-native speakers?
  
• because their speech is unclear?
• They speak fast?
• Use a lot of idioms or acronyms?
• Contract sounds?

7
Then You are a Selective Listener

• If you learn how to listen,
• your personal life may improve (GENDER
  listening)
• You will be much more desirable in the job market
• You will be better employee
• your school will improve
• .

8
StrategiesWhat strategies do you know to improve
listening?

• Visualization
• Focusing
• Concentration
• Train your ears Listen to tapes and TV (parallel
  texts)
• Ask questions
• Confirm in writing- (w/supervisors, suppliers,
  colleagues)
• Assignments
• Start Listening
• Find Role Models

9
Body Language for Listening(Non-verbal
support)5 important techniques

• Facial expressions neutral interest
• Nodding (smile (use mirror) pleasant
  expression)
• Eye contact
• Posture and Distance
• Mirroring
• Imitate gestures
• Match energy level
• Mirroring not mimicking - we are alike, we are a
  team

10
Verbal Support

• Verbal Confirmation (I see, I see how you feel)
• Restating (Yes, thats right. No thats not what
  I meant)

11
Exercise in Workplace Communication Activity
getting and confirming instructions

• I.
• What are your typical assignments?
• Write down a possible assignment in a few
  sentences
• II.
• Pair off
• One is a supervisor, another EE
• Tell your assignment
• To clarify, use the template enclosed

12
Seeking Clarification

• Speak up
• Are you saying I am not sure I get your main
  point
• I hate to interrupt, but would you say your main
  point is
• Be Polite
• Soften your questions
• Know when to stop
• NEVER say you do not understand but sorry, I
  was probably unclear
• Excuse me, would you say that again?

13
Speak up

• Speak loudly - speak up please, I cannot hear
  you
• Express your opinion speak up (out) if you need
  more information

14
Confirming your understanding

• Use a confirming statement - CONFIRM
• Let me confirm
• Let me make sure I understand your request
• So you want
• Id just like to confirm that
• Summarize key facts - SUMMARIZE
• You want to compare benefits for hospital stays
• You would like to find out if floor seats are
  available
• Your shipment never arrived
• Ask if your understanding is correct - CONFIRM BY
  USING A CLOSE ENDED QUESTION
• Did I get that right?
• Is that correct?
• Did I understand you correctly?
• Right?
• Is that it?
• Clarify misunderstandings (if necessary). IF THE
  ANSWER IS NO, go to number 1
• GOOD PRACTICE is to E-MAIL for confirmation

15
Motivation

• Positive Attitude