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Effective Communication: Listening Skills, Giving and Receiving Feedback, Thesis of Economics

Tips and techniques for effective listening and giving and receiving feedback in a professional setting. It covers creating a listening container, adopting a listening stance, and giving and receiving feedback with positive and constructive approaches. It also includes contact information for resources for further assistance.

What you will learn

  • What are the key elements of creating a listening container?
  • What are some tips for adopting a listening stance?
  • What are the principles of giving constructive feedback?

Typology: Thesis

2017/2018

Uploaded on 03/27/2018

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Communication & Self-Management
Listening Skills
Giving and Receiving Feedback
Executive Summary
Listening Skills
Listening is an essential skill for any supervisor, since it is essential for creating a trust relationship,
getting necessary input for understanding what problems look like at the front lines, and reducing
miscommunication.
Tips for effective listening
1. Create a listening container.
Depending on the intensity and privacy of the conversation, you may need to create a strong
container for the conversation. Consider:
Privacy
Freedom from Distractions
How much time you will need
Ground rules, which can include:
Confidentiality
Each person making “I” statements rather than jumping to judge or label
the other person.
Avoiding name calling or pejorative language
Not interrupting the speaker
Keeping voice volume and gestures at a moderate level
Allowing for time outs
2. Adopting a listening stance
As the listener, you want to help the other person share as much information as possible about the
topic of discussion. Here are some tips:
Minimal encouragements
Echo words and phrases the other person uses
Use verbal cues that show you are listening
Ask “Is there more about that?”
Silence. Often people will feel uncomfortable with silence and share more
information on their own.
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Communication & Self-Management

Listening Skills

Giving and Receiving Feedback

Executive Summary

Listening Skills Listening is an essential skill for any supervisor, since it is essential for creating a trust relationship, getting necessary input for understanding what problems look like at the front lines, and reducing miscommunication. Tips for effective listening

  1. Create a listening container. Depending on the intensity and privacy of the conversation, you may need to create a strong container for the conversation. Consider: - Privacy - Freedom from Distractions - How much time you will need - (^) Ground rules, which can include: - Confidentiality - Each person making “I” statements rather than jumping to judge or label the other person. - Avoiding name calling or pejorative language - (^) Not interrupting the speaker - Keeping voice volume and gestures at a moderate level - Allowing for time outs
  2. Adopting a listening stance As the listener, you want to help the other person share as much information as possible about the topic of discussion. Here are some tips: - Minimal encouragements - Echo words and phrases the other person uses - Use verbal cues that show you are listening - Ask “Is there more about that?” - (^) Silence. Often people will feel uncomfortable with silence and share more information on their own.
  • Ask open ended questions
    • Open ended questions encourage the speaker to explore the whole landscape of the topic
    • Cannot be answered “yes” or “no”
    • Beware of advice posing as a question: “Have you considered doing x?”
  • Make mirroring statements
    • Mirroring statements are statements that summarize what the other person has said.
    • They help the other person know you understand what you are saying and give them an opportunity to clarify
    • Follow mirroring statements with “Have I got that right?”
  • Make empathic statements
    • Empathic statements are a guess about what the other person is feeling.
    • They demonstrate concern and respect for the person’s feelings
    • Follow empathic statements with “Am I right about that?”
    • Don’t be afraid to show curiosity about emotions.
    • With sincerity, validate feelings: “That makes sense to me.” Giving Feedback
  1. General Principles
  • Our brains are wired to notice what’s wrong
  • Train yourself to provide positive feedback
  • Feedback works best when it is:
  • Immediate
  • Specific
  • Behavioral
  • Supportive
  1. Positive feedback.
  • Describe the specific behaviors the person took, and the impact they had.
  1. Constructive feedback.

Who to Call

Kevin Thomas Training & Development Manager x krt4@williams.edu For 1:1 coaching on listening skills and giving & receiving feedback.

Danielle Gonzalez Associate Director of HR x dg3@williams.edu For guidance on feedback where formal disciplinary action may be necessary.

E4health Total Leadership Support 877-267- For confidential support with resolving communication challenges with your staff.