1. Def.

of effective listening: Absorbing the information given to you by a speaker, basically it shows the speaker that you are listening. It also involves providing feedback to deliver your message or opinion. Its either by delivering verbal communication and nonverbal cues. It shows the speakers that they have been heard and understood. 2 . E f f e c t i v e Li s t e ni n g = D e ve l o pi n g ha bi t s : Very few of us listen effectively Most of us never developed the habits that can make us effectivelisteners 3 . Ad v a n t a ge s o f e f f e c t i v e l i s t e ni n g : Increase others trust in you Reduce conflict Develop a better understanding on how to motivate others Inspire a higher level of commitment in the people you manage 4 . S t ud y d o n e s h ow e d ne g a t i v e r e s ul t s : Average person listens at only about 25%efficency Most people agree that listening effectively is a very important skill however they dont feel a strong need to improve their own skills 5. Effective listening = (+): It is a way of showing concern Reduce the frequency of inter-personal conflict

Increase the win-win solution when conflicts arise Helps in an effective encouragement and motivation 6. Matching response to situations WHEN Interacting WITH PEOPLE YOU MANAGE: It helps in differentiating between coaching situations from counseling situations. Coaching is providing advice and information or setting standards to help your employee s improve skills and performance. Counseling is helping subordinates recognize and address problems involving their emotions, attitudes, motivation and personalities. 7. Most common mismatch: The most common mismatch of response types to situations is the tendency to give advice or deflect in a situation where counseling is appropriate 8 . Be s t w a ys i n v o l v e d i n c o un s e l i n g : Reflecting Probing These two ways are better than Advising Or Deflecting 9 . Ne c e s s a r y p a r t s i n l i s t e n i n g e f f e c t i ve l y : Should how the other party that they are heard. Since we think four times the speed that speakers can speak our brains have a lot of capacity that can help in processing the meaning of what has been speed

10. Def. of Reflecting: It is paraphrasing what the speaker has said back to him/her and to do that we need creativity to think of appropriate ways. 11. Parts that can be involved in Reflecting: Summarize Take the conservation a step further by asking questions for clarification or explanation. This method is very useful to the speaker since when we reflect what we said they get the chance to correct any misunderstanding Disadvantages is sometimes when reflect the meaning we have ascribed to what have been told to us has missed the speakers intended meaning. This technique truly clarifies communication. Reflecting requires a lot of practice Advantages of reflecting- D e v e l o p s a c c u r a t e u n d e r s t a n d i n g o f the topic-Provides the opportunity for clarification Disadvantage

Sounds phony/patronizing and moronic- Requires creativity and carefulness- Requires lots of practice.- S l o w s down the c o n s e r v a t i o n a n d w a s t e t i m e - Tr u e i t t a k e s t i me b u t i t h e l p s i n p r e ve n t i n g e r r o r s d u e t o miscommunication.

12. Counseling and probing: Counseling situations involve lots of probing. Probing means askingfor additional information. However not all questions asked will be effective.

There are some questions that should be avoided when probing such as Questions that challenge what has been said since it will put the speaker in a defensive situation. Forex. How could you say that Question that change the before the current subject is resolved Effective probing is nonjudgmental and flows from what was previously said However good probing questions ask for more explanation(elaboration) clarification and repetition, such as a question you asked and it wasnt answered. 13. Deflecting: Definition = Shift the discussion to another topic. Disadvantages of deflecting is that rather than acknowledging what we have heard we give an impression to the speaker that we havent listened to what he/she said and we are not interested in what have been told. It also shows that we are preoccupied with another topic. 14. Sharing personal experience can be (-): Many of us deflect unwittingly by sharing our personal experience when our focus should be on the other party [1], if this happens the speaker will get the impression that the responder is not even listening. Even though if the intention was that you are not alone I passed through this too. Since there is a risk that we send another type of message which is I am not listening and dont care. 15. Using our personal experience effectively: Our personal experience can be affective only when we want to relate their experience to ours as a way to reassure them that their concern is normal and their problems are solvable.

Deflecting should have a definite timing. A timing where it is appropriate to include your own experience.

16. Advice V.S Insult: People usually dont want advice To people who value self-reliance it will be so insulting to give them advice since they think that the person who advise them does not respect their ability to solve their own problems. Sometimes it might also cause them to clam up. 17. How to advice effectively: Fight the urge as long as you can Reflect more often Probe more often Wait for the right time and then say your word. Advantages of effective listening techniques: listening on managers and some effective

18. Managers V.S relationships: Managers who made it a high priority developed strong relationship, employee commitment and a support network for themselves.19.Developing listening skills. Plan to use the response type that you think you need to emphasize (reflecting) Plan avoiding de-emphasize (advice) Identify what went well and the opportunities for improvement. Try to practice more Make a tape recorder of a conservation to evaluate your performance