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What is hearing and what is listening?
Hearing - you are hearing the sound
Listening - you are actually paying attention and taking in the information
How much do we remember of a conversation?
As little as 25% / Anywhere between 25% - 50%
What is something often too easy for us to do when someone else is speaking
Interrupt
What is the most important body language to use when someone is speaking?
Provide eye contact
What is another name for soft skills
People or personal skills
How are the percentages of communication broken up?
10% Content
30% Sound/Tone
60% Body language
What can active listening in a conversation do for the person speaking?
It can make them feel like what they are saying actually matters. It can make them open up even more and feel relieved or understood. It can help build trust within a conversation allowing the speaker to communicate more easily.
What are the 2 types of distractions?
Internal and external
Why is it sometimes difficult for someone to actively listen. Name two reasons.
We may genuinely not be interested, or we could be distracted with our thoughts or something else. We may be afraid to hear what the person has to say
Name 3 soft skills and 3 hard skills
Communication, work ethic, leadership skills, time management skills, interpersonal skills.
Computer skills, CPR, driving a car/semi, mechanic skills, graphic design
We always want to be _________ and ________ when we respond to someone.
Honest and respectful
What is the speed at which we think compared to speaking?
We think 5x faster than we speak
State the difference of content vs. context
The content of the conversation is the words being spoken. Context is the meaning behind the words, it is the way it is said through body language and tone.
Name 4 verbal and 4 non verbal cues
Verbal - "yes" "okay" "I see" "then what happened"
Non Verbal - eye contact, "nodding" facing the speaker" "hand gestures"
Abilities and things that you learn to do well is the definition of what?
Skills
What technique are you using when you are blocking out distractions?
Paying attention
What technique are you using when you are reflecting and concentrating on what's being said by asking clarifying questions?
Provide feedback
What technique are you using when you are using body language and gestures?
Showing you are listening
What technique are you using when you allow the speaker to finish their point, even if you do not agree?
Defer judgment
Skills related to a specific task, subject or situation is the definition of what?
Hard skills
What does SOLER stand for?
Square, Open, Lean, Eye contact, Relax
What does PACE stand for?
Purpose, Ask, Connect, Encourage
What does LEARN stand for?
Listen and Prepare, Eye Contact, Act like you care, Remind yourself not to interrupt, Notify and Clarify
What are the 5 techniques for active listening?
Pay attention
Show that you're listening
Provide feedback
Defer judgment
Respond appropriately
Name the 5 characteristics of good customer service?
Empathy, patience, adaptability
Clear communication
Work Ethic
Knowledge
Thick skin