PREVIEW GUIDE Nobody s Listening Table of Contents Sample Pages from Leader s Guide and Worksheets pgs. 2-6 Program Information and Pricing...pg. 7
BACKGROUND INTRODUCTION Attention means a number of things: how we focus on our surroundings and the people in it; how observant we are; how present we are as we engage in our personal interactions and the tasks we are responsible for completing. Because good listening depends on our receiving sometimes subtle verbal and non-verbal cues, it requires our full attention. Further, if the people we are listening to receive cues from our body language and eye contact that we are focused on what they are saying, it helps build the trust that s so critical to effective problem-solving and productivity. Workshop Purpose This brief workshop focuses on some of the most essential aspects of listening: paying attention to our surroundings and to those we work with, and then taking an active and empathic role in every conversation. Most participants will recognize aspects of their own working personalities in the story s main characters. The workshop helps participants look at their own personal habits related to paying attention ( being present ) and appreciate the role of attention and active listening in fostering effective communication skills. Training Design Overview This workshop kit provides a structured training design to support a fast-paced 1-hour workshop to improve your team s listening skills. The Presentation Script outlines the learning points and activities. The video program presents a dramatic portrayal of the negative consequences of not paying attention and ineffective listening. Learning Points This workshop addresses the following Learning Points. Participants will: Appreciate the role of attention in listening and building effective communication. Better understand their personal communication habits related to attention, and recognize that this crucial communication factor is largely under their own control. Understand that listening occurs at several different levels and that each level produces different results. Recognize the skills of empathic listening. 1
WHO SHOULD ATTEND? CRM Learning s Nobody s Listening workshop is designed for all levels of employees: leaders, managers, and staff. Note: The design of the workshop assumes that all participants are from the same organization. Group Size Workshop material should be presented in a group setting where the responses of others can be shared.we recommend limiting the group to no more than 12-16 participants to promote active discussion of the workshop topics. Self-Study The Nobody s Listening material is not recommended for use as a self-study activity, although the video will be of value to anyone who watches it. TRAINING DESIGN The workshop agenda runs about 60 minutes. Workshop leaders are encouraged to add or remove activities from the overall plan to meet specific needs or time constraints. Workshop Segment Duration Handout Welcome Purpose of Workshop and expected outcomes 3 Worksheet 1 Activity 1: Audio Demonstration and Participant Introductions Facilitator will use a scripted interaction to kick off the participant introductions. 10 Worksheet 2 Debrief Activity 1 Group considers similarities between the performance conditions in the interaction activity and their own work environments. 3 Activity 2:Video Presentation Introduce and play video: Nobody s Listening 11 Video Debrief Discussion questions on video 5 12
Workshop Segment DUR Handout Activity 3: What Attention and Good Listening Accomplish Brainstorm and list on a flip chart the positive results of the conversation Ray and Leo had towards the end of the video. 10 Activity 4: Position Yourself Activity to examine one s own level of attention and listening effectiveness 6 Worksheet 3 Levels of Attention and Listening Exploration of levels of attention and listening effectiveness 8 Worksheet 4 Activity 5: Empathic Listening Practice (Optional) [10] Workshop Summary Review of key points. 3 Close the Session Participants share what they will do to build their attention and listening skills. 1 Total Time 60 + Optional *Expanded discussions may take the session over 60 minutes. SYNOPSIS OF THE VIDEO Ray is working his phones late one afternoon, moving tasks and people off his plate as quickly as possible.a call about low quarterly sales figures is but a passing concern.at the moment, Ray s real interest is getting out of the office in time to make it to tonight s game. He has little time for the urgent messages Leo has left on his email and voice mail about a problem he s having. Tickets and team jersey in hand, Ray dashes out of his office and heads for the office exit. But before he can reach the door, Leo runs to catch him and anxiously blurts out his problem. Ray hurriedly sizes up the situation and decides that Lorraine is the person Leo really needs to talk to. Practically shoving Leo at Lorraine, Ray once again heads for the exit. That s when Ray s world gets a bit strange. Instead of finding himself outside, he is right back in his office. Has Ray wandered into the Twilight Zone? Let s try this again, he thinks, wondering what just happened. He again walks out of his office and runs into Leo (and a few other people). Leo gets a few more words in this time before Ray heads out the exit. But things are still not working quite as they should. Ray again finds himself right back in his office. He picks up his shirt, heads out the door, and goes through the same experience yet again.and again.and again. Ray can t seem to break out of the loop he s in. 13
PRESENTATION SCRIPT This workshop is designed to be presented in a 60-70 minute session. An optional activity near the end of the workshop will add 10 minutes. Note: Please hand out the Worksheets when they are needed, and not all at once at the beginning of the workshop. Before the workshop Prior to starting the workshop, identify two participants to help with the first activity.they will read a short article out loud. If possible, invite one male and one female to participate so that you will have two different voice types. Welcome and Workshop Introduction Time: 3 minutes INTRODUCE yourself and make a brief comment about your own interest in the topics of Attention and Listening. WORKSHEET 1 Hand out Worksheet 1: Objectives. Review the workshop s objectives with the group. SAY After completing this workshop, you will: Better understand your personal communication habits and recognize that attention is largely under your own personal control. Appreciate the role of attention in listening and building effective communication. Understand that listening occurs at several different levels and that each level produces different results. Describe and practice empathic listening. Attention means a number of things: how we focus on our surroundings and the people in it; how observant we are; how present we are as we engage in our personal interactions and the tasks we are responsible for completing. Effective listening requires and builds interpersonal, problem-solving, and management skills. And understanding what helps us stay present, tuned in, and observant enables us to be better, more engaged listeners. 16
WORKSHEET 3:WHO S LISTENING? 1. Think about the worst listener you know (no real names please), and the best listener you know. Write some hint as to who they are on the line below. 2. Think about your conversations with these individuals.what do each of them do that make them the best or the worst at listening? 3. Below each name, list a few bullets or key words describing observable behaviors that make each of these people the best and worst listeners you know. 4. In the Where are You? section, write Me somewhere between the two ends of the scale at the appropriate position for your own listening skills. List a few of your own listening habits below Me. Worst Listener You Know Best Listener You Know 1 2 3 4 5 6 7 8 9 10 Behaviors Behaviors Where are You? 1 2 3 4 5 6 7 8 9 10 Your Behaviors: 24 1
Materials Included With Nobody s Listening The Nobody s Listening program is designed as a fun, interactive experience that can be conducted as a 1 hour workshop for employees and managers. This workshop on communication covers essential listening skills when it comes to relating to co-workers and learning to seek first to understand, and then to be understood. The DVD of Nobody s Listening is a humorous video that shows the chaos that erupts when a busy manager fails to listen to an employee. What ensues is that the manager ends up repeating the situation until he gets it right, and stops to listen with the intent to understand and address the employee s needs. The example is that effective listening is a key factor in building interpersonal skills. The DVD is closed-captioned. The Leader s Guide provides an introduction to the concepts of listening skills and a Presentation Script to help facilitate the workshop. Covered are what attention and good listening accomplish, levels of attention, positioning oneself, and empathic listening. Reproducible Participant Worksheets are provided for the activities that are part of the training. Program Information and Pricing Purchase Price: $495.00 Rental Price: $225.00 Preview Price: Free Running Time: 11 minutes Materials included: DVD, Leader s Guide with reproducible Participant Worksheets. Quantity Pricing Discounts Nobody s Listening Program 2 copies 10% off 3-5 copies 15% off 6-10 copies 20% off 11-15 copies 25% off Industry discounts may apply; call your Sales Consultant for more information. (Contents, pricing & discounts subject to change without notice)