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Listening Skills for Supervisors
- 1. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 February 2020 krt4@williams.edu 413-597-3542 Manager, Learning and Development Office of Human Resources Presented by Kevin R. Thomas Supervisory Training Series Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Name • Department • Supervisory experience Introductions Listening Skills for Supervisors page 1
- 2. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1) Program Overview 2) Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. Structure of the Program 2. Structure of Each Module 3. Ground Rules Program Overview Listening Skills for Supervisors page 2
- 3. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Foundational Skills Supervising Individuals Supervising Teams Supervising at Williams • Listening Skills • Giving Effective Feedback • Delegating Skills • Affirming & Enabling Diversity • Hiring & Onboarding • Performance Development • Dealing with Performance Problems • Developing Employees • Leaves, Absences & Accommodations • Building Effective Teams • Productive Conflict Resolution • Professional Ethics Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Confidentiality • Participation • Listening • Judgement free zone Ground Rules Program Overview Listening Skills for Supervisors page 3
- 4. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1) Program Overview 2) Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Why is listening important for supervisors? You Write The Slide Listening Skills for Supervisors page 4
- 5. Why is Listening Important for Supervisors? -NOTES- Listening Skills for Supervisors page 5
- 6. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • What behaviors indicate good listening? You Write the Slide Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Listening Skills for Supervisors page 6
- 7. What behaviors contribute to good listening? -NOTES- Listening Skills for Supervisors page 7
- 8. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Privacy • Freedom from Distractions • Time Limit • Setting Ground Rules The Listening Container Listening Skills Listening Skills for Supervisors page 8
- 9. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Confidentiality • “I” statements • No name calling or pejorative language • No interruptions • Volume and gestures moderate • Time outs Setting Ground Rules Listening Skills Listening Container Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Listening Skills for Supervisors page 9
- 10. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Echoing words or phrases • Verbal cues that you are listening “Oh?”, “Mm hmm”, “Right.” etc. • “Is there more about that?” • Silence Minimal Encouragements Listening Skills The Listening Stance Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • It’s a surrender of control • It involves inhibition: o of what we want to say o of what we think is right o of what is most interesting to us Why Listening is Difficult Listening Skills for Supervisors page 10
- 11. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 “You know how advice is. You only want it if it agrees with what you wanted to do anyway.” — John Steinbeck Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Minimal Encouragements– your turn • Pair up. This will be your partner for the whole class. • Each person think about a real problem you are facing that you can talk about easily with a stranger. • For the first round, choose who will be the speaker and who will be the listener. • Speakers, talk about your problem for 2 minutes. Listeners, use only minimal encouragements. • Switch roles. Listening Skills for Supervisors page 11
- 12. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Questions that 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?” • Examples of open-ended questions on next page. Open Ended Questions Listening Skills The Listening Stance Listening Skills for Supervisors page 12
- 13. Open-Ended Questions Examples • Tell me about … ? • What do you do when … ? • What happens when … ? • Tell me a little more about … ? • What do you mean by … ? • Tell me about your experience with … • Give me an example of … • What would happen if … ? Listening Skills for Supervisors page 13
- 14. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Open-ended questions – your turn • Speakers, talk about your problem for 3 minutes. Listeners, use minimal encouragements and open-ended questions. • Switch roles. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Listening Skills for Supervisors page 14
- 15. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Statements that summarize what the person has said. • Helps the other person know you are hearing them. • Follow with “Have I got that right?” Mirroring Statements Listening Skills The Listening Stance Listening Skills for Supervisors page 15
- 16. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Watch the video and underline the mirroring statements that you hear. Mirroring statements: examples Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Listening Skills for Supervisors page 16
- 17. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Mirroring statements – your turn • Same partner • Speakers, talk about your topic for 4 minutes. Listeners, use minimal encouragements, open-ended questions, and mirroring statements. • Switch roles. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 1. The Listening Container 2. Listening Behaviors – Minimal encouragements – Open-ended questions – Mirroring statements – Empathy questions Listening Skills Listening Skills for Supervisors page 18
- 18. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Empathy questions Listening Skills The Listening Stance • Sharing your guess about what the speaker may be feeling: “Based on what I’m hearing, I’m guessing you’re really angry about this.” • Demonstrates concern and respect for the person’s feelings. • Follow with: “Am I right about that?” • Don’t be afraid to ask “How are you feeling?” • With sincerity, validate feelings: “That makes sense to me.” Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 • Postive feelings arise when are needs are fulfilled • Negative feelings arise when needs are not fulfilled • Listeners can help speakers identify their needs and the associated emotions The Link Between Emotions and Needs Listening Skills for Supervisors page 19
- 19. Listening Skills for Supervisors page 20
- 20. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Empathy Questions– your turn • Same partner • Speakers, talk about your problem for 4 minutes. Listeners, use minimal encouragements, open-ended questions, mirroring statements, and empathic questions. • Switch roles. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Listening Skills in Action • Journalists and talk show hosts use listening skills in public settings where they can be studied • Let’s watch Oprah interview James Frey. • What listening skills were used? Listening Skills for Supervisors page 21
- 21. Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 “Anything that’s human is mentionable. And what’s mentionable is much more manageable.” — Fred Rogers Supervisory Training Series: Foundational Skills Kevin R.Thomas,Manager, Learning & Development · Office of Human Resources · krt4@williams.edu · 413-597-3542 Links coming via email: Contact Kevin Thomas at 413-597-3542 or email krt4@williams.edu Supervisory Training Series Communication & Self-Management Questions? • Course page link to all course materials • Program evaluation link, feedback welcome Listening Skills for Supervisors page 22