| Good conversation is like a tennis match. You | | | | - - Find the speakers intent. Poor communication |
| talk-they listen-they talk-you listen. Sometimes | | | | skills frequently lead to misunderstandings and |
| you hit the net and a misunderstanding occurs. | | | | sometimes to hostility. |
| Chances are, though, with good listening skills, you'll | | | | - - Ask questions and paraphrase for fuller |
| be back on top of the game quickly. | | | | understanding. |
| Effective listening requires you to: | | | | - - Use your body language in a positive way. |
| - - Reevaluate assumptions and biases, and work | | | | Make eye contact. Nod appropriately and |
| to eliminate stereotypical thinking. | | | | appreciatively, lean forward. |
| - - Pay attention to what is said; don't be | | | | - - Avoid being defensive about your ideas. State |
| distracted. | | | | them clearly without a confrontational tone. |
| - - Take notes. Jot down words that will jog your | | | | - - Avoid signs of restlessness, such as tapping a |
| memory for follow up actions. | | | | pencil or shuffling papers, while listening. |
| - - Be attentive to what is NOT said but don't | | | | By listening attentively and providing feedback, |
| jump to conclusions prematurely. Is the speaker | | | | you indicate to others that you respect what |
| trying not to offend you and side-stepping a | | | | they have to say, even though you may not |
| question? | | | | agree with them. |
| - - Check out your hunches by giving the speaker | | | | Effective communication skills are the mark of an |
| feedback. Ask if your interpretation of their | | | | achiever. Always have been. Always will be. |
| meaning is correct. | | | | |