1. 5 Elements of Active Listening
1.1. open & positive state of mind
1.2. active engagement
1.3. respect for silence
1.4. nonverbal awareness
1.5. thoughtful note-taking
2. Behavioral Differences
2.1. effective listeners
2.1.1. - listen actively - positive frame of mind - adjust listening style to the situation
2.2. ineffective listeners
2.2.1. - listen passively - take notes or ineffective notes - fail to rephrase
3. Nonverbal Communication
3.1. facial expression
3.2. vocal characteristics
3.3. gesture and posture
3.4. personal appearance
3.5. touch
3.6. time & space
4. Initiating Business Conversations
4.1. initiating unplanned conversations
4.2. initiating planned conversations
5. Handling Difficult Conversations
5.1. rehearse active listening skills
5.2. prepare thoroughly
5.3. visualize situation from the other side
5.4. clarify & compartmentalize emotions
5.5. stay tuned to own emotions
5.6. vent before conversation if upset
6. H
7. 3 Unique Challenges
7.1. conversation & presentation
7.1.1. stay engage all the time while the speaker is talking
7.2. speech
7.2.1. no written words could can cause lost or confuse
7.3. recognizable words & sentences
7.3.1. convert incoming sound to understandable language
8. Choices & Behavior Affect Listening Quality
8.1. poor self-management
8.1.1. listeners fail to monitor & manage their emotion during conversation
8.2. idle brain power
8.2.1. mind process faster if listeners don't harness extra processing power
8.3. ineffective listening style
8.3.1. inappropriate style can hamper a conversational exchange
8.4. barriers to physical reception
8.4.1. take steps to minimize barriers in listening environment to reduce interruptions & distractions
8.5. flawed call
8.5.1. if listeners didn't record or active memorize essential information during a conversation, chances that could forget or confuse important details
9. Barriers
9.1. internal
9.1.1. - listeners thoughts - behavior - emotions
9.2. extrenal
9.2.1. - environment - communication channel
10. 3 Styles of Listening
10.1. content listening
10.1.1. understand & retain information shared by other party
10.2. critical listening
10.3. emphatic listening
10.3.1. understand speaker's feeling, needs & perspective