Hearing and listening are not the same thing. Actually listening involves far more than hearing sounds. Being present and mindful, being emotionally aware, actively responding in an appropriate way are all necessary parts of listening. The skills discussed in this presentation, prepared for the itSMF NZ conference in May 2013, are just as valuable in business as they are in your personal life. Too often IT does not really listen to what the business is asking and does not respond in a way that will enable and encourage the appropriate flow of information. This presentation gives an introduction to a set of skills that will encourage that information flow and avoid conflict and 'emotional hijacking' that can inhibit real communication.

1. Are you really listening?
Or are you just talking at the
business?

2. Hearing and Listening -
There is a Difference
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3. Hearing is a physical event
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4. Listening is emotional
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5. What is Active Listening?
• Giving full attention
• Encouraging sharing of information
• Noticing cues
• Being mindful
• Being open
• Leaving your own baggage at the door
• Being emotionally aware

6. Can you learn to listen?
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7. Be Present
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8. Stop self listening

9. Be open minded

10. Leave the jargon at the door

11. Be aware of body language

12. Beware Emotional Hijacking

13. Watch the cues
Your own…..
As well as theirs

14. Know when to retreat

15. Read between the lines
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16. Ask open questions
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17. Understand the business problem
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18. What are they really asking for?

19. Reflect the problem back

20. Seek consensus
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21. Follow-up to confirm
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22. Practice!
• Active listening is not just for work
• Your family and friends will thank you for
really listening!
• Practice the techniques until they become
second nature