LISTEN - Keypad Summary of Tips for Listening Skills

Listening is a most under-rated skill! Most managers do not realise how much they can motivate their team members by just taking some time to actively listen to them. Both Aristotle Onassis (like him or not) and Richard Branson put their success down to listening to others. In Richard Branson's case, many of the good ideas that he has used for Virgin Airlines have been as a direct result of taking on board comments people have made to him. So view listening as an investment of your time in your team so they will go the extra mile when you need them to.

Use the list of key points below to develop your listening skills and ensure that you dont miss any important messages from your staff or customers.

L = LOOK INTERESTED
� Show encouragement by:
- Facing the speaker
- Keeping eye contact
- Staying relaxed
- Leaning forward slightly
- Maintaining an open posture

I = INQUIRE WITH QUESTIONS
� Clarify the speaker�s meaning
� Ensure you get the full story
� Remember the various types of questions you can use

S = STAY ON TARGET
� Stick to the point � remember your purpose
� Listen for the central theme of what is being said
� Think ahead
� Wait for the complete message � Don�t pre-judge
� Don�t �yes, but�� be patient

T = TEST YOUR UNDERSTANDING
� Ensure you really do understand what the speaker is saying
� Re-state to make sure � �So what you�re saying is��

E = EVALUATE THE MESSAGE
� Identify the speaker�s purpose
� Analyse what is said
- Reasoning
- Flaws or fallacies?
- Generalisations?
- Causes linked to effects?
- Emotional appeal?
- Evidence
- Facts or assertions?
- Complete or partial?
- Information source?
- Up-to-date? Reliable?
- Language
- Use of unfamiliar words?
- Jargon?
- Body language? Consistent with verbal message?
- Voice related indicators
   * tone
   * pitch
   * speed of delivery

N = NEUTRALISE YOUR FEELINGS
� Stay calm; retain self-control
� Don�t get heated or emotional
� Keep an open mind

We hope you find these tips for listening skills useful. If you would like to receive our newsletters with more tips like these, or would like to talk to us about training to improve listening skills or any other training needs in your company, please contact us on 01425 471597 .