listen up and tune in!
TRANSCRIPT
Karen.Lisa.amUx
Listen up! Improving listening skills and awareness
@karenbachmann
Karen.Lisa.amUx
Ileadacross-disciplineteamofuserresearchers,UXstrategists,IAs,contentstrategists,BAs,andanaly?csexpertsatPerficient.Wehelpclientscreateanddelivereffec?veandsa?sfyinguserexperiencesbyhelpingthemdeeplyunderstandthepeoplewhousetheirproducts.
Listeningiscri?caltomywork
…asauserresearcher
…asaconsultant
…asamanager
You think it would come naturally, right?
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HearingandListening
HearingMechanismoftheearAsensePerceivingsoundPassiveCon?nuousandpervasive
ListeningEarsareonlyoneinputAskillMakingmeaningfromsoundAc?veConsciousandselec?ve
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Listeningdependsonmorethanjustthehearingsense
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Howwelisten
• Listeningisuniquetoeachperson• Ac?veorConscious
• Inner• Outer• Created
• Focused
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ListeningisattheheartofbuildingempathyListeningisanac?veprac,ceofempathy
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Whyislisteningastruggle?
ConstantnoiseHearingfa?gueDistrac?onInternalbarriersNotvaluedlikespeakingNottaughtorprac?ced
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Communica?onmodelfocusesonsender
Sender Receiver
Feedback
Message Channel
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Communica?onmodelfocusesonsender
Sender Receiver
Feedback
Message Channel
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Barriersandfilters
ValuesandbeliefsA`tudesExpecta?onsInten?onsCultureSitua?onalbarriers
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Badlisteninghabits
• Formingaresponsebeforethespeakerfinishes• Relianceonotherchannels–recordingsandwri?ng• Notrecognizingourownpreconcep?onsandbiases• “Transla?ng”• Impa?ence• Distrac?on• Disinterest
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Ac?velisteningexercises
• Silence• “Themixer”• Savoring• Changinglisteningposi?ons• RASA=Receive,Appreciate,
Summarize,Ask• Prac?ceandself-evalua?on• Techniquesthatimprove
mindfulnessanddiscipline
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Prac?ce,aswithanyskillEvaluateagainstbenchmarksorwithapartnerPersist
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Crea?ng“alistening”
• Understandinglisteningposi?ons–awareness,presence,consciousness
• Ac?velydesigning“alistening”• Notse`ngupthesessionorwri?ngyourscript• Preparingyourmindtoreceive
• Preparingthecontextmindfulofallthepoten?albarriersandremoveasmanyaspossible
• Planningtocheckonyourlistening• "WhereamIlisteningfrom?”• “Isthisworkingforme?”
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TypesofListening
• Informa?onalListening(Listeningtolearn)• Cri?calListening(Listeningtoevaluateandanalyze)• Therapeu?corEmpathe?cListening(Listeningtounderstand
feelingandemo?on)• Apprecia,veListening(Listeningforenjoyment)• RapportListening(Listeningtocreateconnec,on)• Selec,veListening(Listeningforspecificinforma,on)
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Informa?onalandCri?calListening
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GivethegilofenoughsilenceKnowandcontrolyourbiasesandinnervoiceAccepttheirmentalmodel(listenwithheart)SummarizeandAsk(RASA)
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Therapeu?corEmpathe?cListening
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Understandingvs.reten?onHumbleques?oningReceiveandAppreciate(RASA)
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Takeaways
• Listeningreliesonmul?plesenses• Listeningisakeytoempathy• Listeningfacesmanychallenges,
butyoucanmanagethem• Listeningisalearnableskill• Listeningisalife?meprac?ce• Wecandesignourlisteningsin
everyfacetofourwork
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Tune in! Attuned
Communication
lisamcmichael.com@toknowlisa
Karen.Lisa.amUx
How do you respond when you’re thrown
a left hook?
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Whenyouarein…tenseordifficultsitua?ons
newenvironmentsnon-na?vese`ngsthroughmediatedtools
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Self observationperceiveyourselfduringtheevent
broadenyourperspec?vemomenttomomentSense your role panernsofbehavior
disengageandalterthem
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Useyourlisteningtools,andprac?ce…
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Engaged alignment theresonanceofenergyandinforma?onbetweentwopeople
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FeelingfeltResonance,“feelingwith”
Youmaps Sensetheother’sinten?ons
Imaginewhataneventmeansinthemindofanother
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Let’s give it a try Speaker:
2-minstorythatexpresseshowyouhandledanewsitua?on
Listener: payanen?ontothestory,alsono?ngwhatemo?onsarebeingexpressedthroughbodylanguagethatmaynotmeshwiththestory
sharethemostimportantemo?onsrelevanttothestory(and)
ifyouwhereprojec?ngyourownemo?onalexperienceontothespeaker,addingtothestory,or“thinkingandwai?ngtospeak”insteadoflistening
Switchroles,playagain,discussanynewrevela?ons
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Takeaways
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Wonderfulthingshappenwhenpeoplefeelfelt,whentheysensethattheirmindsareheldwithinanother’smind.–D.Siegel
Prac,cebeingacaringco-listener:Focusonthestorytoldbythebodyaswellasthroughverbalnarra?ve,non-verbalcommunica?onandinterac?onalpanerns
Karen.Lisa.amUx
Thank you!
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Let’sconnect!Hereareafewofthechannelswhereyoumayfindus:[email protected]@[email protected]@2knowlisa
Karen.Lisa.amUx
Resources ListeningSkills:hnp://www.skillsyouneed.com/ips/listening-skills.html
Interna?onalListeningAssocia?on:hnp://www.listen.org/
ConsciousListening,JulianTreasure(Udemy)
PeopleSkillsforUX:ListeningwithJulianTreasureandStevePor?gal
HowtoSpeak,HowtoListen,Mor?merJ.Adler
CanWeJust,Like,GetOvertheWayWomenTalk?,AnnFriedmanhnp://nymag.com/thecut/2015/07/can-we-just-like-get-over-the-way-women-talk.html?mid=twiner-share-thecut
AreYouLeadingorLording?hnps://www.linkedin.com/pulse/you-leading-lording-bill-j-koza
17SecretstoNa?velisteningSkillinEnglish,GabbyWallace(Udemy)
Dr.DanSiegel:hnp://www.drdansiegel.com/about/mindsight/
ListeningintheWorkplace:hnp://speakingcenter.uncg.edu/resources/?psheets/ac?velistening/ListeningintheWorkplace.pdf
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