Modules 1-4
A two-way dialog is ___________ to the successful outcome of any conversation.
critical
The effective listener has the __.
____ to be a good listener.
Look like a ____.
Take ____.
Communicate when you are _____.
The effective listener has the edge.
Choose to be a good listener.
Look like a listener.
Take notes.
Communicate when you are approachable.
As a lead, how can you tell an employee is listening to you?
By their use of verbal and nonverbal cues
Of all the benefits of being a good listener, which ones might have the biggest impact on your team or organization?
• My team will start to see that I really value them, and their contributions and ideas.
• I’ll be better able to understand information from my followers that can help our department improve.
• Meeting will be more productive because people will know their opinion matters.
• I’ll be able to identify problems and solutions more quickly.
• My team will work better because there will be more harmony and less conflict.
• People will be more open and willing to communicate.
When you drop a vial where does the broken vial go?
Broken container (red)
The last step in the six-step accountability model is:
Explain how you will follow-up.
Be aware of the ______ Valve Theory.
Listen _____.
Teach people how to get your attention by using two key words: _____ and _____.
Be aware of the Flapper Valve Theory.
Listen louder.
Teach people how to get your attention by using two key words: important and different.
What are the barriers to being a good listener?
• Distractions.
• Assuming you know what the other person is going to say.
• Letting your mind wander.
• Not caring what the other person is saying.
• Multi-tasking or doing other things at the same time.
• Thinking about your response before the other person is finished.
Identify two techniques that could help you be a better listener.
• I’ll look at the person speaking.
• I’ll stop working on my project while listening.
• I won’t multi-task while listening.
• I’ll write orienting notes.
• I’ll set aside specific times for my team to come to me.
What do workers sign after receiving a detailed description of the task they are assigned to do?
Job Assignment
True/False: Low expectations lead to higher performance.
False
Learn to listen anew to the people you __.
Look out for communication ___.
Ask ___ questions.
Ask a question, then ____ and wait!
Learn to listen anew to the people you know well.
Look out for communication drift.
Ask open-ended questions.
Ask a question, then shut up and wait!
As a leader, what are the advantages of being a good listener?
• I can build stronger relationships with my team.
• I show support for my employees.
• We will work better as a cohesive team if I listen better.
It is not easy to always be a good listener. What situations or times pose the biggest challenges to being a good listener within your organization?
• The beginning of the day is the most hectic as people start their shifts.
• End of the day when our focus might not be as sharp.
• When we are nearing a deadline and stress is at its highest.
• Right after we have dealt with a crisis or problem.
• During or just before government or regulatory inspections.
• Budget time.
When counting rejects, what do you count?
Stopper
To perform well, employees need the leader to make their expectations ___________
clear
Be a ____. Give nonverbal and verbal cues to indicate you would like people to continue.
A good listener provides ____, timely disclosure.
At the end of a purposeful conversation, ____ what you have learned.
Be a facilitator. Give nonverbal and verbal cues to indicate you would like people to continue.
A good listener provides targeted, timely disclosure.
At the end of a purposeful conversation, summarize what you have learned.
What can you do to prepare to be a good listener?
• Stop whatever I am doing and pay attention.
• Take notes on any important ideas, thoughts, and action steps.
• Nod my head.
• Ask clarifying questions.
The Featured Expert mentioned the importance of letting people know when it is a good time or a bad time to be interrupted. What are some simple ways you can let your team members or associates know that it is a good time or a bad time to be approached?
• When my door is open it is a good time.
• Have specific times of the day that are blocked off and let everyone know what those times are.
• Hang up a sign or other physical signal near my work area.
• Specific rules, like never when I am on the phone.
Prepared stamps containing the lot number and expiration date are verified by two trained people against what?
Packaging Record and Accountability Form
A leader who regularly builds up those around him or her was described as ___________.
authentic
Give examples of verbal and non verbal cues
(three of each)
Verbal cues are sometimes called “door openers.”
• Yes?
• I see.
• Interesting!
• That’s fascinating!
• Tell me more.
• Fantastic.
• I can’t believe that!
Nonverbal cues
• A smile.
• Nodding approvingly.
• A raised eyebrow.
• Leaning forward.
• Taking a note.
What can you ask, say or do to encourage others to share useful information?
• Ask them questions.
• Remain silent for a few seconds after they are done speaking to make sure they are really done.
• Lean toward the speaker and keep eye contact with them.
Act it Out!
Show us an example of what a good listener / bad listener looks like.
What are the processing steps for Phytonadione Injectable Emulsion?
1. Visual Inspection
2. Labeling
3. Flange
4. Packaging in Carton Line