Scope and Requirements Course 01 - Effective Listening Skills for Requirements Definition

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1 Scope and Requirements Course 01 - Effective Listening Skills for Requirements Definition

2 Slide 1 Looking Glass Development, LLC (303) S. Ulster St. #150 Denver, CO

3 Slide 2 Effective Listening Stakeholders Scope Definition The WBS Requirements Basics Use Cases Development Methodologies The SRS Business Domain Modeling Other Advanced Tools Looking Glass Development, LLC. 2

4 Slide 3 Looking Glass Development, LLC (303) S. Ulster St. #150 Denver, CO

5 Slide 4 Listening Is Good Business Listening Effectively Reach a Clarity of Understanding Respond Appropriately Enhance Communication Support Cooperation Focus on Opportunities Improve Morale Increase Job Commitment Copyright 1995 by Inscape Publishing, Inc. All rights 4 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

6 Slide 5 Listening vs. Hearing Hearing The physical ability to accept and transmit sound waves from the eardrum to the brain. Listening The ability to put meaning to that transmission. Copyright 1995 by Inscape Publishing, Inc. All rights 5 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

7 Slide 6 Causes for Tune-Out Receiver s purpose is different from sender s purpose Under-stimulation Over-stimulation Pace and delivery Lack of skill development Copyright 1995 by Inscape Publishing, Inc. All rights 6 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

8 Slide 7 Communication Realities You cannot not communicate. Whenever contact is made, communication occurs. Meanings are in people, not in words. Meanings cannot be transferred. Only words can be transferred. All communications are received, but 70 to 90 percent are filtered or changed by the receiver. Copyright by Inscape Publishing, Inc. All rights reserved. 7 Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

9 Slide 8 Listening Approaches Appreciative Empathic Feeling-Oriented Comprehensive Fact-Oriented Discerning Evaluative Copyright 1995 by Inscape Publishing, Inc. All rights 8 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

10 Slide 9 Matching Listening Approaches Focus Purpose and intent of the communication. Motivation How we best accomplish that purpose. Behavioral Indicators Appropriate verbal and nonverbal signals that execute the strategy. Copyright 1995 by Inscape Publishing, Inc. All rights 9 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

11 Slide 10 To Be More Effective with Appreciative Listeners Be more upbeat Show enthusiasm Smile, show warmth Demonstrate acceptance Be relaxed Use positive body language Use stories, pictures Change speaking pace Use humor Copyright 1995 by Inscape Publishing, Inc. All rights 10 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

12 Slide 11 To Be More Effective with Empathic Listeners Ask more open and feelingoriented questions Show more empathy Don t interrupt Demonstrate sensitivity Be more intuitive Be more open-ended Maintain eye contact Be responsive and open to questions Copyright 1995 by Inscape Publishing, Inc. All rights 11 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

13 Slide 12 To Be More Effective with Comprehensive Listeners Be logical Check in Connect ideas Provide evidence Summarize Number the main points Organize the presentation Tie back to their experiences Give more details, but be succinct Copyright 1995 by Inscape Publishing, Inc. All rights 12 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

14 Slide 13 To Be More Effective with Discerning Listeners Get to the point, but give details Be methodical and organized Clarify more Minimize distractions Ask if they need you to elaborate more or if something was missed Allow them to take notes Ask if you are meeting their needs Copyright 1995 by Inscape Publishing, Inc. All rights 13 reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC.

15 Slide 14 To Be More Effective with Evaluative Listeners Lay out foundation and Show value facts Think more in terms Establish credibility of consequences Be concise and logical Relate to what is Provide an agenda important to them Ask what they think Don t shut down when they argue Know they will weigh pros and cons Copyright 1995 by Inscape Publishing, Inc. All rights reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC. 14

16 Slide 15 The Function of Listening The function of listening is to understand what the other person is saying not necessarily to agree with it. Copyright 1995 by Inscape Publishing, Inc. All rights reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC. 15

17 Slide 16 Remember... There is no such thing as a bad listener. There are only people with inflexible listening habits. Copyright by Inscape Publishing, Inc. All rights reserved. Used by permission of Inscape Publishing, Inc. Looking Glass Development, LLC. 16

18

19 Review Questions: 1. Which of the following statements concerning listening and hearing is NOT correct? A. Hearing represents the physical ability to accept and transmit sound waves from the eardrum to the brain B. Hearing represents the ability to put meaning to the auditory transmission C. Listening represents the ability to put meaning to the auditory transmission D. None, all of the above are true 2. Which of the following is NOT a common cause for people tuning out during communication? A. Over-stimulation B. Pace and delivery C. Lack of understanding D. Lack of skill development 3. Which of the following is NOT one of the fact-oriented listening approaches? A. Comprehensive B. Discerning C. Empathetic D. Evaluative 4. Which of the following is a feeling-oriented listening approach? A. Appreciative B. Comprehensive C. Evaluative D. Discerning 5. When examining listening approaches, which of the following is NOT a core area of evaluation? A. Focus B. Intent C. Motivation D. Behavioral indicators

20 6. Which of the following is NOT a suggested technique to be more effective with comprehensive listeners? A. Use stories, pictures B. Tie back to their experiences C. Summarize D. Number the main points

21 Answer Key: 1. B Listening represents the physical ability to accept and transmit sound waves from the eardrum to the brain, while hearing represents the ability to put meaning to the auditory transmission. 2. C The common causes for people tuning out during communication include: -Receiver's purpose is different from sender's purpose -Under-stimulation -Over-stimulation -Pace and delivery -Lack of skill development 3. C The fact-oriented listening approaches include: -Comprehensive -Discerning -Evaluative 4. A The feeling-oriented listening approaches include: -Appreciative -Empathic 5. B The core areas of evaluation used to determine listening styles include: -Focus -Motivation -Behavioral indicators

22 6. A The techniques suggested to be more effective with comprehensive listeners include: -Be logical -Check in -Connect ideas -Provide evidence -Summarize -Number the main points -Organize the presentation -Tie back to their experiences -Give more details, but be succinct

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