LISTENING: SUMMARY JUDGMENT

Goal To improve listening effectiveness. Participants will paraphrase or summarize prior information before entering a conversation.

Time Required Approximately 30 minutes

Group Size Subgroups of five or six persons each

Materials

• None

PROCESS

1. Form subgroups of five or six persons each.

2. Direct the subgroups to discuss the topic “Communication Problems I Have Encountered” (or you can provide some other relevant topic).

3. Allow approximately 5 to 10 minutes, then stop the discussions.

4. Explain that the subgroups will continue their discussions on the topic, but a new “listening rule” is to be used. The rule states that in order for a person to enter the discussion, he or she must paraphrase or summarize the previous speaker’s comments to that person’s satisfaction. Once the new speaker has successfully done so, he or she may make any comments. Before the next person enters the discussion, he or she must paraphrase or summarize the previous comments, and so on.

5. Allow approximately 10 minutes for the discussion and then stop the activity.

6. Facilitate a large group discussion by asking the following questions:

• Describe your individual feelings during the two discussions.

• How well did people listen during the initial discussion? What support do you have for this observation?

• Did listening skills improve during the second discussion? What support do you have for this observation?

• What are some ways you can improve your own listening skills?

• How can you help your customers listen more attentively?