Definition
Attuning to a vocal or auditory message
including non-verbal cues. Body language/positioning and
eye-contact of listener is considered. Ability to understand
and derive meaning from spoken material. Requires the
ability to remain attentive.
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Behavioral Descriptions
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Proficiency Level 5
Establishes rapport with speaker.
Encourages speaker to continue;
elicits the whole story.
Receptive to speaker; easy to talk
to; gets people to open up.
Picks up on underlying or “hidden”
message. “Hears between the lines.”
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Proficiency Level 4
Gives speaker undivided attention.
Responsive to subtle verbal and
non-verbal cues.
Paraphrases speaker’s message.
Confirms understanding.
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Proficiency Level 3
Attentive to verbal and non-verbal
cues that lead to deeper understanding.
Maintains eye-contact.
Asks questions which clarify
speaker's message.
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Proficiency Level 2
May not always appear interested in
speaker’s message.
Usually maintains eye-contact.
Recognizes obvious verbal and
non-verbal cues.
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Proficiency Level 1
Easily distracted when listening to
others.
Interrupts speaker; cuts speaker
short.
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Suggested Activities for Development
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Identify someone who is a good
listener and observe what she or he does. Seek advice on
how to improve your listening skills.
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Volunteer to summarize information
discussed during team meetings.
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Keep a log of situations where you
made an attempt to listen effectively. List the
situation, what you did well and what you need to work
on.
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Ask a colleague or manager to observe
and critique your listening skills when you interact
with others. Work on problem areas.
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Each time you have a conversation
with someone, log the number of times you stopped
yourself from interrupting others to let them complete
their thoughts.
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Identify situations in which you have
the most difficulty being a good listener and devise a
strategy to prepare for them in advance.
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Log each time a misunderstanding
occurs with someone. What was the situation? What did
you do? What was the result? What can you do to keep the
situation from recurring?
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Meet with people in your work group
to determine their thoughts and ideas about the current
work environment. Ask for recommendations regarding
improvements.
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Listen to books on audiotape. Write a
summary of the book or discuss the main ideas with
others.
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Facilitate focus group sessions.
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Make a habit of regularly walking
around in your work area to see how things are going and
if people are facing any difficulties. Summarize their
concerns and revisit them the next time you walk around.
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Volunteer to serve on an interview
panel.
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Meet with customers to discuss their
needs or problems they are having with a service or
product.
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Recommended Courses
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Additional Resource
Books
Listening: The Forgotten Skill: A Self-Teaching
Guide by M. Burley-Allen (John Wiley & Sons , 1995). A
proven program for turning effective listening into a
powerful business tool.
That's Not What I Meant: How Conversational Style
Makes or Breaks Relationships by D. Tannen (Ballantine
Books, 1991). Managers and other employees. Focuses on
conversational style rather than psychological content,
and explains why good intentions are not enough.
Emphasizes that there are no right or wrong ways to
converse, only ways which work or don't work.
Effective Listening Skills by A .R. Kratz & D. M.
Kratz (McGraw-Hill Trade, 1995). Covers the essential
listening skills everyone needs to succeed in business
including a basic understanding of the communication
process, giving and receiving feedback, screening out
distractions, listening critically for information and
evidence, and being open, interested, and attentive.
People Skills by R. Bolton (Touchstone Books, 1986).
Describes the twelve most common communication barriers,
showing how these "roadblocks" damage relationships by
increasing defensiveness, aggressiveness, or dependency.
He explains how to acquire the ability to listen, assert
yourself, resolve conflicts, and work out problems with
others.
Media
- You're Not Listening. Fortunately, effective
listening is easy and can be improved through practice.
In You're Not Listening, a series of vignettes identify
poor listening habits and demonstrate how they can be
overcome. Employee University, 1-888.215.8532.
- Listen and Grow Rich! How to Succeed by Listening.
No communication skill can impact a relationship more
than the way in which one listens. Master this most
neglected communication skill and take your
relationships and bottom line to new heights. David
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Behavioral-Based Interviewing Questions
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