Listener

Transkript

Listener

Verbal Communication
Skills


Based on the presentation of Tom Atkinson,
Boğaziçi University, May 6, 2004
Some minor additions by Dr. Enis Karaarslan,
Muğla University Computer Engineering
Department, March 2014
Boğazıçı University
Tom Atkinson
Communication Skills
Overview
Effective communication skills are a
critical element in your career and
personal lives.
We all must use a variety of
communication techniques to both
understand and be understood.
Tom Atkinson
Most common ways to
communicate
king
a
e
p
S
Writing
ge s
a
m
al I
u
s
i
V
Bod
y
Lan
gua
ge
Tom Atkinson
Communication Goals
To change behavior
To get and give
Information
To persuade
To get action
To ensure understanding
Source: CGAP Direct
Tom Atkinson
Critical success factor for life
The majority of your
perceived ability comes from
how you communicate
30% What you know
70% How you
communicate it
Source: CGAP Direct
Tom Atkinson
Listening Skills
Tom Atkinson

” İletişimin 4 unsurundan (Okuma , yazma ,
konuşma ve dinleme) biri olan dinleme, hak ettiği
dikkati ve önemi görmemektedir. Bize okumayı,
yazmayı profesyonel eğitimciler öğretti .
Konuşmayı öğrenirken de ailede herkes seferber
oldu . Fakat hiç kimse etkin dinlemenin nasıl
olacağını öğretmedi.” [1]
Tom Atkinson

“Etkin/etkili dinleme sadece söylenilenleri duymak
değil, aynı zamanda bu söylenenleri önemli bulmak,
kavramak ve değerlendirmektir.” [2]
Tom Atkinson
Agenda
1.
2.
3.
Motivation
How to Listen
Paraphrasing, Summarizing and Questioning
Tom Atkinson
Part 1
Motivation
Session Objectives

Be able to:




Describe reasons that communication fails
List strategies to improve communication
Paraphrase (izah etmek – yorumlamak) and summarize
conversations
Use appropriate questioning techniques
Tom Atkinson
Listening and Speaking are used a
lot…
50%
45%
45%
40%
35%
30%
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Reading
SpeakingTom Atkinson
Listening
… But not taught enough
50%
45%
40%
35%
45%
Am
ou
nt
tau
g
30%
ht
30%
25%
20%
16%
15%
10%
9%
5%
0%
Writing
Reading
SpeakingTom Atkinson
Listening
Listening is needed everywhere…

Listening skills form the basis of:





Continued learning
Teamwork skills
Management skills
Negotiation skills
Emotional intelligence
Tom Atkinson
… But not practiced effectively

70% of all communication is





Misunderstood
Misinterpreted
Rejected
Distorted (çarpıtılmış)
Not heard
Source: CGAP Direct
Tom Atkinson
Further Reading (Turkish)
Etkin dinleme (active listening) nedir ve
nasıl yapılır
http://enisden.wordpress.com/2011/04/12/etkin-dinle
me-active-listening-nedir-ve-nasil-yapilir/

Tom Atkinson
Part 2
How to Listen
“Harry always was a poor
listener.”
What if communication were not
possible?
Tom Atkinson
Frustration (hüsran) and
Chaos!
Tom Atkinson
Both children want the orange
Tom Atkinson
But without good listening, neither
gets what they want…
Tom Atkinson
Communication
Communication is the process of sending
and receiving information among people…
Feedback
receiver
SENDER
sender
RECEIVER
Source: CGAP Direct
Tom Atkinson
Messages not delivered due to
“distortion” (çarpıtma /bozulma)
Feedback
Receiver
Sender
Distortion
Tom Atkinson
What causes distortion?

Speaker





Language
Wordiness
Semantics
Emotions
Inflections (tonlama)

Listener








Perceptions (algı)
Preconceived (ön
yargılı)
notions/expectations
Physical hearing
problem
Speed of thought
Personal interests
Emotions
Attention span (dikkat
dağınıklığı)
Tom Atkinson
No active listening!
What do you think about?
I have something
really important to
tell you
Maybe I should
get a haircut
Tom Atkinson
30% of you aren’t paying
attention right now!
Clues that you are not listening


Are you simply waiting for your turn to talk?
Are you thinking about your reply before the other
person has finished talking?
Tom Atkinson
Listening and speaking require
energy

Listening takes. . .




concentration and energy
curiosity and open-mindedness
analysis and understanding
Speaking requires. . .




sharp focus
logical thinking
clear phrasing
crisp delivery (Canlı-hareketli konuşma/ifade)
Tom Atkinson
How to be an active listener

Set the stage



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Choose an appropriate physical environment
Remove distractions
Be open and accessible
Maintain relaxed, open posture that shows
concentration
Ensure mutual (karşılıklı) understanding





Reflect feelings (duyguları yansıt)
Offer acknowledgements (say “uh-huh”)
Paraphrase (yorumla) main ideas
Interrupt to clarify (? – dikkatli kullanmak lazım!)
Confirm next steps
Tom Atkinson
How to be an active listener

Understand body language

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Observe position and posturing (poz)
Make eye contact
Consider expression and gestures
Suspend judgment (yargıyı ertele)



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Concentrate
Keep an open mind
Hear the person out
Do not react to emotive (duygulandırıcı) words
Tom Atkinson
Active Listening (not!)

Behaviors that hinder (mani olan) effective
listening









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Act distracted (look at your watch!)
Tell your own story without acknowledging theirs
Give no response
Invalidate (geçersiz kılmak) response, be negative
Interrupt
Criticize
Diagnose (tanı koymak) what was said
Give advice/solutions quickly
Change the subject
Reassure without acknowledgment (gerçeği
kabullenmeden güvenmek)
Tom Atkinson
Let’s practice

Tell the person next to you about your Research
Project
Tom Atkinson
Tell me your stories


Do you feel your partner understood you?
What made your partner easy/hard to listen to?
Tom Atkinson
Part 3
Paraphrasing, Summarizing
and Questioning
Techniques to improve listening skills
SUMMARIZE
SUMMARIZE
PARAPHRASE
PARAPHRASE
Restate
Restatewhat
whatwas
was
said
saidin
inyour
yourown
own
words
words
Pull
Pulltogether
together
the
themain
mainpoints
points
of
ofaaspeaker
speaker
QUESTION
QUESTION
Challenge
Challengespeaker
speaker
to
tothink
thinkfurther,
further,
clarifying
clarifyingboth
bothyour
your
and
andtheir
their
understanding
understanding
Tom Atkinson
Practice Paraphrasing

Paraphrasing (izah
etmek) is simply
restating what another
person has said in your
own words.

Use phrases such as:





In other words…
I gather that…
If I understand what
you are saying…
What I hear you saying
is…
Pardon my
interruption, but let me
see if I understand you
correctly…
Tom Atkinson
Practice Summarizing



Summarizing pulls
important ideas, facts or
data together.
Useful for emphasizing
key points and setting the
stage for further
discussion.
The person summarizing
must listen carefully in
order to organize the
information
systematically.

Try out these
summarizing phrases:


“If I understand you
correctly, your main
concerns are…”
“These seem to be the
key ideas you have
expressed… ”
Tom Atkinson
Two basic types of questions
Closed questions:
1.


Get a one-word response and inhibit (engellemek)
thought.
Questions begin with who, when and which
Open-ended questions:
2.


Invite unique thought, reflection (yansıma) or an
explanation.
Questions begin with how, what and how come (nasıl
oldu) (not why!).
Tom Atkinson
Practice Questioning

Rephrase the following closed questions to make
them open-ended:
1.
Are you feeling tired?
Isn’t it a nice day?
Was the last activity useful?
Is there anything bothering you?
So everything is fine, then?
2.
3.
4.
5.
Tom Atkinson
Let’s practice

Tell the person next to you what you did last
weekend
Tom Atkinson
Questions?
Feedback





Give an assessment of today’s session
What did you like most and least?
Assess the verbal presentation?
Assess the slides?
How useful do you think this topic will be for
future classes on communications?
[email protected]
Tom Atkinson

Listener

Transkript

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