This survey was taken to gather information and gain insights into the listening attitudes and skills of people in the training profession. The results are a compilation of 34 telephone interviews conducted during the month of June 1999 and originally presented as part of a presentation for the Dallas ASTD (American Society of Training and Development) monthly meeting that same month. (George makes presentations to many association meetings on a variety of topics. If you would like to have him present to your association call him today to check on his availability.)

The individuals were randomly chosen from the membership of the Dallas ASTD chapter. The respondents polled were 24 women and 10 men in a variety of positions, industries and backgrounds. They were asked 5 questions which will be reviewed in the results below. It is with gratitude that we acknowledge their time spent and willingness to share their views with us to gain greater insights into this very valuable communication skill.

EXTRA INCENTIVE: If you would like to be interviewed in future surveys over a variety of topics we would appreciate having your contact information. (There is always a nice "Thank You" gift mailed to those who participate in our surveys.) Please email us at george@georgehendleypresents.com and give us your name, work telephone number and email address. We will gladly add your name to our survey name index and be calling you in the future.

SURVEY RESULTS These are the five questions and the responses we received. The number totals are averages (rounded off to the nearest whole number) of the entire group of 34 respondents. 1. On a scale of 1-5 with:   1=Poor; 2=Needs Improvement; 3= Average; 4= Good; 5= Excellent   How would you rate the listening skills of?   A. the employees in your organization 3     B. the management/leadership of your organization 3     C. your coworkers in your department 4     D. yourself 4   2. On a scale of 1-5 with:   1=Not Important at all; 2=Rarely Important; 3= Sometimes Important; 4= Usually Important; 5= Always Important!   How do the following people view "Good Listening Skills"?   A. the employees of your organization 4     B. the management/leadership of your organization 4     C. your coworkers in your department 4     D. yourself 5   3. Please rate the four communication skills of Reading, Writing, Speaking and Listening in order of importance on a 4 point scale with 1 being low in importance and 4 high in your work environment.   26 rated Listening as a 4 = Highest in Importance 4 rated Listening as a 3 3 rated Listening as a 2 1 rated Listening as a 1 4. How much would you estimate it costs your organization, on a per person basis each week due to listening errors or a lack of listening skills?   A. $1.00 4     B. $3.00 3     C. $5.00 5     D. $10.00 4     E. Your Estimate: 16 people felt it would be higher than $10.00. The average for their estimates came to $100.00 per person per week. (Two people felt it was impossible for them to estimate the total.) 5. Why is listening important to you? (Here are five randomly chosen responses from the entire group of respondents.) "If I don't listen well I don't know what my customer needs. I need to hear what my customers tell me." "So I can gather all the facts and feelings and listen to what is said and not said." "To help me understand what our clients and prospects need to fulfill expectations." "Because it's the basis for ALL communication." "If I don't understand HOW a person feels about something then I'm not in a position to help them or offer assistance."

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