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Communicating for Results 9e 4 Key Ideas Importance of effective listening Signs of poor listening Causes of poor listening Improving listening skills Payoffs of effective listening Effective Listening 1 Copyright Cengage © 2011
Consider this… Every time you communicate two things happen. First your behavior either contributes to or hinders the accomplishment of your task. Second, Your relationship with the other person is either strengthened or harmed. Your listening ability... affects both of these dimensions. Brownell, Listening, Allyn and Bacon, 2002, p. 9 2Copyright Cengage © 2011
Engineers Listening Experience Engineers Listening Experience Read or describe the case study Answer the following questions: Evaluate LeMessuriers listening skills. Which communication style in Chapter 3 fits LeMessurier? Was it ethical for LeMessurier to withhold this information from the public? 3Copyright Cengage © 2011 Citigroup Case Study Citigroup Case Study
Effective Listening in Organizations Listening to customers Listening to employees Listening to supervisors Listening to coworkers Copyright Cengage © 20114
Listening to Customers Discover needed product & service changes Learn about competition Increase sales and customer satisfaction Advantages include... Steven Niedorf Photography/The Image Bank/Getty Images 5Copyright Cengage © 2011
Listening to Employees Increases employee satisfaction Shows support Creates open climate Advantages include... 6Copyright Cengage © 2011 © Paddy Eckersley/ImageState-Pictor/PictureQuest
When Listening to the Boss Glatthorn & Adams suggest the following... Listen to know your boss Use this knowledge to guide interactions Develop expertise your boss values Be wary of giving advice © Jason Harris 7Copyright Cengage © 2011
When Listening to the Boss Glatthorn & Adams suggest the following... Build off supervisors ideas Praise appropriately Dont criticize superiors © Jason Harris 8Copyright Cengage © 2011
Listening to Coworkers Listening helps develop strong relationships Types of listening Comprehension Therapeutic Critical © Jason Harris 9Copyright Cengage © 2011
Listening to Coworkers Global tips include... Focus on information gathering & sharing Use humor as morale booster Learn to tolerate ambiguity Explain ideas completely Show you are listening © Jason Harris 10Copyright Cengage © 2011
Responses That Can Indicate Non-acceptance Listeners ResponseImplied Message Ordering, demanding: You must try... You have to try... Dont feel, act or think that way. Do it my way. Criticizing, blaming disagreeing: You arent thinking about this properly... You are wrong if you have that feeling, act or think that way, Advising, giving answers: Why dont you... Let me suggest... Heres a solution so you wont have that feeling, act or think that way. Praising, Agreeing: But youve done such a good job... I approve of... Your feelings, actions, and opinions are subject to my approval Reassuring, Sympathizing: Dont worry... Youll feel better... You dont need to have that feeling, act or think that way. Interpreting, diagnosing: What you need is... Your problem is.. Heres the reason you have for feeling, acting or thinking that way. Diverting, avoiding: We can discuss this later... That reminds me of... Your feelings, actions, and opinions arent worthy of discussion Kidding, using sarcasm: That will be the day... Bring out the violins... Youre silly if you persist is having that feeling, acting or thinking that way. Copyright Cengage © Norma Carr-Raffino, 1985
Signs of Poor Listening Are you guilty of any of these signs? Learning of events too late Information must be repeated Always putting out fires Tasks given to others Increase in written communication 12Copyright Cengage © 2011 © Jason Harris
Habits of Poor Listening Are you guilty of any of these habits? Calling the topic boring Criticizing the speakers delivery Orally or mentally interrupting to disagree Listening only for facts Takes detailed notes of everything 13Copyright Cengage © 2011 © Jason Harris
Bad Listening Habits (cont) Pretending to listen Tolerating or creating distractions Avoiding listening to difficult material Reacting emotionally by tuning out Daydreaming 14Copyright Cengage © 2011
Barriers to Poor Listening Physical Barriers Personal Barriers Physical well-being Psychological distractions Attitudinal biases Gender Barriers Semantic Barriers 15Copyright Cengage © 2011
Awareness Check: Listening Skills Copyright Cengage © How are your listening skills? To check your listening effectiveness, take the following quiz. Compare your answers with those in the back of this book. You can also take this quiz and view the answers online at your Premium Website for Communicating for Results. Directions: For each of these statements about your listening skills, select one of the following: A = yes, B = sometimes, or C = no. ___1. I feel uncomfortable when listening to or responding to my supervisor. ___2. When I disagree with a person, I pretend to listen to what they are saying. ___3. I usually focus on facts when people are speaking. ___4. I have difficulty concentrating on the instructions that others give me. ___5. When speakers say something that makes me mad, I usually tune them out. ___6. I seldom seek out the opportunity to listen to new ideas. ___7. I find myself daydreaming when others seem to ramble on. ___8. I often argue mentally or aloud with what someone is saying even before he or she finishes. ___9. I find that others are always repeating things to me. ___10. When listening to speakers, I often concentrate on what they are wearing or on their mannerisms. Number of times you answered A______ Number of times you answered B______ Number of times you answered C______
Awareness Check: Gender Barriers How accurate are you in determining gender differences? To find out, take the following quiz and check your answers against those in the back of this book. You can also take this quiz and view the answers online at your Premium Website for Communicating for Results. Directions: For each question, write M if you think the answer is men; write W if you think it is women; write S if you think it is the same for both men and women. Then compare your responses with the answers and explanations drawn from the latest research (questions adapted from Rozema & Gray, 1989, and updated from current research). ___1. In office discussions, who usually talks more often? ___2. Who is better at interpreting nonverbal cues while listening? ___3. When speaking to others, who tends to attach more tag questions (such as Dont you agree? and Right?) to statements? ___4. Who is more likely to view a conversation in a competitive rather than cooperative manner? ___5. In office discussions, who usually works harder to keep the conversation going? ___6. During a conversation, who tends to interrupt more often? ___7. While listening, who is less likely to ask questions, especially if asking will reveal a lack of knowledge? ___8. Whom do colleagues consider the better listener? Copyright Cengage ©
Stages of Listening Sensing Interpreting> 18Copyright Cengage © 2011
Attribution Theory Explains problems in the Interpretation Phase Original Theorist: Fritz Heider, The Psychology of Interpersonal Relations, Definition: The process of drawing inferences or how people process information and use it to explain the behaviour of others and self. Copyright Cengage ©
Attribution Theory Involves a Three-Step Process: Perceive an action judge intent of action Attribute reason for action. Fundamental Attribution Error (Ross, 1977) Overestimate the role of the persons character Underestimate the role that the situation has on behaviour Copyright Cengage ©
Stages of Listening Sensing Interpreting Evaluating Responding Memory 21Copyright Cengage © 2011
Improving Listening Skills Listen for facts and feelings Identify speakers main points Take brief notes Constantly summarize previous points Relate information to current policies & procedures Avoid prejudice IFA/eStock Photo/PictureQuest 22Copyright Cengage © 2011
Payoffs of Effective Listening Discovering values, needs expectations and goals of supervisors and co-workers Better management-employee relations Better decisions in emergencies Constantly summarize previous points Learning from others experience 23Copyright Cengage © 2011
Communicating for Results 9e 4 Key Ideas Importance of effective listening Signs of poor listening Causes of poor listening Improving listening skills Payoffs of effective listening Effective Listening 24 Copyright Cengage © 2011
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