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Lecture Eight Chapter Seven Effective Listening. BARRIERS TO LISTENING Listening - speaking differential –Speak 125 words per minute process 400 Motivation.

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Presentation on theme: "Lecture Eight Chapter Seven Effective Listening. BARRIERS TO LISTENING Listening - speaking differential –Speak 125 words per minute process 400 Motivation."— Presentation transcript:

1 Lecture Eight Chapter Seven Effective Listening

2 BARRIERS TO LISTENING Listening - speaking differential –Speak 125 words per minute process 400 Motivation –Listening is hard work Lack of Willingness –LAW Listening = Ability+Willingness –Rather Talk –Stereotyping –Limit Negative Information Internal Distractions Detouring –Distracting Mannerism, Value Laden Terms, Concepts Debate Time

3 TYPES OF LISTENING ACTIVE –Little or not opportunity to Interact –Speech –Video INTERACTIVE –Opportunity to interact verbally –Small Class, Meeting INTENSITY –CASUAL Specific or Technical Information is being provided is not critical –Radio, TV, Social conversation –FACTUAL Specific information needs to be obtained –Business Meetings –EMPATHETIC Understanding Must Take Place “I Follow you”

4 GETTING READY TO LISTEN Establish Listening Goal Pick Best Setting Pick Best Time Understand Personal Bias Think about physical barriers Think about psychological barriers –Mannerisms, phrase, concept emotional words

5 TECHNIQUES FOR ACTIVE LISTENING IDENTIFY MAIN POINTS –Inflection, Volume, Rate, Gestures LOOK FOR OUTLINE –Pros and Cons, Advantages and Disadvantages SUMMARIZE POINTS VISUALIZE THE MESSAGE –Mnemonics (CAT - costs, ability, time) PERSONALIZE MESSAGE TAKE NOTES

6 INTERACTIVE TECHNIQUES OPEN ENDED QUESTIONS –Provides Additional Information –Probes for deeper understanding CLOSED QUESTIONS –Focus Discussion PRIMARY –Seeks clarification SECONDARY –Deeper level of information NEUTRAL –Seeks information DIRECTED –Lead the speaker

7 INFORMAL COMMUNICATION GOSSIP GRAPEVINE –Civil War –70% Accurate –Transformations Leveling - dropping details Sharpening - adding drama Assimilation - mold to fit translators needs RUMORS - Ambiguity X Interest

8 INFORMAL COMMUNICATIONS SINGLE STRAND TWO PEOPLE GOSSIP CHAIN PROBABILITY CHAIN CLUSTER CHAIN

9 RUMOR CONTROL DO NOTHING OPEN COMMUNICATIONS CHANNELS LIMIT SUPERVISION TELL THE TRUTH MAINTAIN HEALTHY COMMUNICATION CLIMATE EDUCATE ON DAMAGE CAUSED BY GOSSIP

10 THREE DIMENSIONS OF A MESSAGE MESSAGE Formal InformalVerbal Nonverbal Obvious Hidden

11 Listening in Action MICRO –When I am talking, my sentence is finished for me. –When I come in, people do not put down what they are doing and turn attention to me. –Complete list see page 170 Table 7-4 MACRO –“Thriving on Chaos” Tom Peters MBWA build in visits to daily routine Use Informal Meetings Keep Official Titles to a minimum OPEN DOORS BUT –Make an appointment –Enter my museum

12 Project Activities Develop a Time and Action Plan –What activities need to be done? –When do they need to be done? –Who is responsible for doing it? –What does excellent look like? Group Evaluation Plan –What is important? –How do we measure it? –What are excellent behaviors and outcomes?


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