1. Language Department, Office of General Education, Faculty of Hospitality Industry For Excellence in Hospitality Education Arj. Zeph Norrish Principles of Communication Chapter 5: Listening

2. Principles of CommunicationSecond Semester 2013 Slide No. 2 SCOPE After Chapter 5, you will be able to: Describe Listening Practices and Strategies Understand the Importance of Listening Techniques Apply Various Uses of Effective Listening in Hospitality Chapter 5 Case Study Instructor Review Student Q&A

3. Principles of CommunicationSecond Semester 2013 Slide No. 3 “the difference between the sense of hearing and the skill of listening is attention.” Seth S. Horowitz (2012), Brown University, USA

4. Principles of CommunicationSecond Semester 2013 Slide No. 4 5.3 Theory of Communication and Listening Interpersonal Effectiveness = receiver interprets and understands a message how the sender intended it. Competitive / Combative Passive / Attentive Active / Reflective There are Three Basic Listening Modes

5. Principles of CommunicationSecond Semester 2013 Slide No. 5 Competitive or Combative Listening we are more interested in promoting our own point of view we listen for openings to take the floor we listen for flaws or weak points we can attack we need to win

6. Principles of CommunicationSecond Semester 2013 Slide No. 6 Passive or Attentive Listening we are genuinely interested in hearing their point of view we assume that we heard and understand correctly we are attentive and passively listen

7. Principles of CommunicationSecond Semester 2013 Slide No. 7 Active or Reflective Listening we have true interest in conversation AND meaning we want to know what the other person is thinking, feeling, wanting or what the message means we are active in checking our understanding

8. Principles of CommunicationSecond Semester 2013 Slide No. 8 Active Listening

9. Principles of CommunicationSecond Semester 2013 Slide No. 9 White man crazy! Carl Jung (psychiatrist) Indians of the Hopi Tribe

10. Principles of CommunicationSecond Semester 2013 Slide No. 10 Mandarin

11. Principles of CommunicationSecond Semester 2013 Slide No. 11 5.4 Levels of Communication Interaction of communication is the variance in people’s communication skills and in how clearly they express themselves. This can make communication difficult because of different needs, wants and purposes.

12. Principles of CommunicationSecond Semester 2013 Slide No. 12 5.4 Levels of Communication The four different interactions of communication types… 1.Clichés… anything that has become trite or commonplace through overuse. Ex: sadder but wiser, or strong as an oxstrong as an ox 2.Facts… something that actually exists; reality; truth. Ex: Your fears have no basis in fact 3.Thoughts and beliefs… an opinion or conviction. Ex: a belief that the earth is flat 4.Feelings and emotions… the feelings of joy, sorrow, fear, hate, love, etc. Ex: the powerful emotion of a great symphony The benefits of active listening will be known immediately and the communication can be clarified before any further misunderstanding occurs.benefits of active listening

13. Principles of CommunicationSecond Semester 2013 Slide No. 13 5.5 Ten Keys to Effective Listening These keys are a positive guideline to better listening… 1. Find areas of interest.6. Work at listening. 2. Don’t shoot the messenger!7. Resist distractions. 3. Hold your fire!8. Exercise your mind. 4. Listen for ideas.9. Keep your mind open. 5. Be flexible.10. Accept that thoughts are faster than speech.

14. Principles of CommunicationSecond Semester 2013 Slide No. 14 5.6 Effective Communication Skills Effective communication skills provide information in a meaningful way that serves as a basis for decisions which can have a profound influence on a person’s entire life. Take note of the skills listed on page 64 to prepare yourself for better listening practices in your communication.

15. Principles of CommunicationSecond Semester 2013 Slide No. 15 5.7 Active Listening Active listening Active listening is attending to the feelings or ideas being expressed by the speaker. Two components of active listening are: Empathy = Understanding someone’s perspective. Sympathy = Sharing someone’s feelings.

16. Principles of CommunicationSecond Semester 2013 Slide No. 16 5.8 Code of Ethics / Code of Conduct A Code of Ethics are one’s own personal or national culture standards, whether on a conscious level or not, and determine the values of what is or is not appropriate beliefs and standards in society. This essentially uses the following personality traits that are either inherit or learned… 1. Honesty and integrity3. Responsibility 2. Respect and fairness4. Pursuit of excellence

17. Principles of CommunicationSecond Semester 2013 Slide No. 17 5.8 Code of Ethics / Code of Conduct A Code of Conduct is like a Code of Ethics in that is sets the personal or national culture standards a society operates by, but more so with the actions and behavior that society deems appropriate. Who is affected by your action or decision? How are they affected? What ethical values and other factors are involved? Make your decision Ask yourself…

18. Principles of CommunicationSecond Semester 2013 Slide No. 18 BREAK! Now, take a 30-minute break and then return to the class to work on your Comprehension Quiz. Enjoy! Take a break!

19. Principles of CommunicationSecond Semester 2013 Slide No. 19 Comprehension Quiz You will now be given your Comprehension Quiz Use the book and the notes you’ve taken to answer the questions as best as possible. This quiz contributes 10 percent of your total mark. You have 120 minutes to complete the quiz.

20. Principles of CommunicationSecond Semester 2013 Slide No. 20 HOMEWORK! Go to the copy shop next to the canteen and get a copy of Unit 6: Non-Verbal Communication I and complete sections 1.1 Key Vocabulary and Chapter 1 Review: Case Study. Don’t forget to study for Comprehension Quiz I and the mid- term exam! - Vocabulary- Case Studies - Comprehension Handouts - Lecture Notes

21. Principles of CommunicationSecond Semester 2013 Slide No. 21 Case Study Review Take 15-minutes to compare your case study summaries with a partner and create a revised idea to present.