Critical Listeningand FeedbackCritical Listeningand Feedback
ECE 3940ECE 3940
Megan O’Byrne – CLEARMegan O’Byrne – CLEAR
17 September 0917 September 09
PreviewPreview
►Listening►Listening
ImportanceImportance
ProcessProcess
Improving listeningImproving listening
Critical listeningCritical listening
Active listeningActive listening
►Feedback►Feedback
Giving feedbackGiving feedback
Handling Q&AHandling Q&A
Barriers to Listening…Barriers to Listening…
How We ListenHow We Listen
The average American:The average American:
►spends 50% - 80% of their day listening►spends 50% - 80% of their day listening
►hears only 1/2 of what is said►hears only 1/2 of what is said
►understands only 1/4 of what was heard►understands only 1/4 of what was heard
►uses about 25% of their listening capacity►uses about 25% of their listening capacity
What Can Effective ListeningDo for You?What Can Effective ListeningDo for You?
►Improve personal relationships►Improve personal relationships
►Improve professional relationships►Improve professional relationships
►Increase productivity►Increase productivity
►Improve Grade Point Average►Improve Grade Point Average
►Improve employment opportunities►Improve employment opportunities
The Listening ProcessThe Listening Process
►Reception – biological receiving of waves►Reception – biological receiving of waves
►Attention – focus on a stimulus►Attention – focus on a stimulus
►Perception – screening process►Perception – screening process
►Assignment of Meaning - comprehending►Assignment of Meaning - comprehending
►Response – internal or external►Response – internal or external
Listening InfluencersListening Influencers
►Speaker►Speaker
►Message►Message
►Channel►Channel
►Internal and External Variables►Internal and External Variables
►Memory and Time►Memory and Time
Improve Your Desire to ListenImprove Your Desire to Listen
►Recognize that the listener is responsible forat least 51% of the conversation►Recognize that the listener is responsible forat least 51% of the conversation
►Suspend judgment►Suspend judgment
►Be patient …don’t supply words►Be patient …don’t supply words
►Avoid ego speak►Avoid ego speak
Improve YourListening ComprehensionImprove YourListening Comprehension
►Capitalize on thought speed…paraphraseinternally►Capitalize on thought speed…paraphraseinternally
►Visualize what you hear►Visualize what you hear
►Tune into the speaker’s cues►Tune into the speaker’s cues
RateRate
Special words (“therefore” and “next”)Special words (“therefore” and “next”)
►Control distractions►Control distractions
Improve Your Listening SkillsImprove Your Listening Skills
►Paraphrase what you heard to thespeaker…and ask if you’re correct►Paraphrase what you heard to thespeaker…and ask if you’re correct
►Ask questions►Ask questions
Ask for more detail on something not understoodAsk for more detail on something not understood
Ask for more information to learn moreAsk for more information to learn more
►Maintain appropriate eye contact and bodyorientation►Maintain appropriate eye contact and bodyorientation
►Use verbal encouragers►Use verbal encouragers
How to Listen ActivelyHow to Listen Actively
►Pay attention►Pay attention
►Show that you are listening►Show that you are listening
►Provide feedback►Provide feedback
►Defer judgment►Defer judgment
►Respond appropriately►Respond appropriately
How to Listen CriticallyHow to Listen Critically
►Be quiet►Be quiet
►Be focused►Be focused
►Listen for concepts and ideas►Listen for concepts and ideas
What are the main pointsWhat are the main points
What is NOT saidWhat is NOT said
►Organize what you hear►Organize what you hear
Make connectionsMake connections
Listen for patterns, transitionsListen for patterns, transitions
►Evaluate►Evaluate
Evaluate evidence carefullyEvaluate evidence carefully
Giving FeedbackGiving Feedback
When is the best time to give feedback?When is the best time to give feedback?
- When you are asked for it.- When you are asked for it.
Giving FeedbackGiving Feedback
►Using “I” language, specifically describe thebehavior (positive or negative)►Using “I” language, specifically describe thebehavior (positive or negative)
“I noticed that your slides were inconsistent”“I noticed that your slides were inconsistent”
“I remembered your personal story at thebeginning”“I remembered your personal story at thebeginning”
I feel like you were being condescendingI feel like you were being condescending
Giving FeedbackGiving Feedback
►Describe the result of the behavior (positiveor negative)►Describe the result of the behavior (positiveor negative)
“I noticed that your slides were inconsistent andit made me confused.”“I noticed that your slides were inconsistent andit made me confused.”
“I remembered your personal story and it wasreally engaging and made me listen closely”“I remembered your personal story and it wasreally engaging and made me listen closely”
I feel like you were condescending and I don’treally know what to do about thatI feel like you were condescending and I don’treally know what to do about that
Giving FeedbackGiving Feedback
►Offer at least one suggestion forimprovement►Offer at least one suggestion forimprovement
“Maybe you could proofread the slides as agroup to maintain consistency”“Maybe you could proofread the slides as agroup to maintain consistency”
“I hope you continue to use stories in yourother speeches”“I hope you continue to use stories in yourother speeches”
The 1-2-3The 1-2-3
►Using “I” language, specifically describe thebehavior (positive or negative)►Using “I” language, specifically describe thebehavior (positive or negative)
►Describe the result of the behavior (positiveor negative)►Describe the result of the behavior (positiveor negative)
►Offer at least one suggestion forimprovement►Offer at least one suggestion forimprovement
Question and AnswerQuestion and Answer
►Listen to the question without interruption►Listen to the question without interruption
►Clarify the question►Clarify the question
►Acknowledge the questioner & repeat thequestion for the audience►Acknowledge the questioner & repeat thequestion for the audience
►If you have an answer, respond►If you have an answer, respond
►If you don’t►If you don’t
Admit that you don’t know but know where tostart lookingAdmit that you don’t know but know where tostart looking
Ask the questioner to help youAsk the questioner to help you