Active Listening Case Study

Jackie Abraham has been preparing for an important presentation to a new client that if done well, it could start an excellent relationship. She has done a lot of research on the project along with Ed Rollins. The morning of the presentation, Jackie’s son becomes ill and she won’t be able to make the presentation. She gives Ed a call and tells him that he will need to make the presentation without her. While Jackie is explaining where the latest version of the presentation is, Ed starts thinking about what attire he should wear and how he might open the presentation. She tells Ed to ensure he checks the date to make sure he has the latest version of the presentation which would allow time for the new client to ask questions. Ed assures her that he will be OK.

When Ed arrives at the client’s office, he realizes he doesn’t have the latest version of the presentation. Ed doesn’t panic’ he just uses less of the presentation and adds information on his own. This took more time than allotted and only allowed the client to ask one question. When Ed gives Jackie an update on how the meeting went, she is upset.

Responses:
• What recommendations would you make to Ed to improve his listening skills?

o There are four requirements for active listening. They are intensity, empathy, acceptance, and a willingness to take responsibility for completeness. It is obvious that Ed did not give his full attention to Jackie when she was explaining what he needed to do to pull off the presentation. My recommendations would be:
 Keep focused on what Jackie is telling him
 Repeat back what he needs to do
 Ask questions
 Have Jackie repeat what she needs

• What role does the speaker play in good listening skills?

o How the speaker communicates plays a large role in listening. They are the one that needs the information understood. The speaker needs to make sure the other party is listening and ask questions to ensure they understand. Demeanor, body