Listening in the Workplace

1. Listening in the Workplace Based on Chapter 4, Goodall and Goodall Lynne Dahmen COM 2301: Advanced Speech

2. Listening…”the process of hearing and interpreting messages” (99)

3. Listening Continuum Informational Listening Self-reflexive Listening Conscious Listening Hearing Critical Listening Mindless Mindful

4. Roadblocks to Listening • Noise • Physical diversions • Technological diversions

5. Overcoming Blocks to Hearing • Avoid noisy spaces • Move • Delay discussion to later time • Adjust space • Move your location in a room • Change ambiance/temp/light • Be aware of tech. distractions • Give others your full attention • By honest when you need to delay listening

6. Other Influences on how we Listen • Cultural differences • Language, accents, jargon • Gender • Reporting vs. ‘rapport-ing’ • Language differences • Even in same language, different lexicon • Communication History • Between speakers, issues of investment

7. Dysfunctional Communication • Assumes listener as passive receptor • Assumes talking is more important than listening.

8. Overcoming Barriers • Set parameters of time • Don’t avoid communication due to previous problems • Set parameters of subject • Try to find new sources of information

9. Critical Listening “the ability of a listener to deliberate on what is said by exploring the logic, reason, and point of view of the speaker.” (107)

10. What impacts Critical Listening? • Speaker credibility: is he/she the appropriate person to speak on the topic? • The message: does it have support? • Motivation: what is the speaker’s relationship to the topic?

11. Aspects of Self-reflexive Listening • What do others say about us? Does it reflect how you want to be seen? • What are the personal goals of the speaker? • How well do you understand the speaker’s position, attitude or problem? • Are you sensitive to the communication style of the speaker?

12. Aspects of Conscious Listening • Open to the speaker’s ideas/position • The communication moves a team or group forward • Improves relations • Presents new ideas

13. Listening in Meetings • Pay attention • Set a positive example • Be open and listen for information • Take good notes • Review with others or speaker for clarity/reinforcement • Follow up as needed

14. Listening during Conflicts • Step back physically and mentally • Avoid defensiveness • Focus on the situation • Acknowledge differences/conflict • Listen for areas of compromise • Avoid escalation/delay conversation • Recap and show support when possible

15. Listening to Complaints • Allow the speaker to speak • Remain neutral • Be an emphatic listener • Repeat back the problem for clarity • Ask for desired results • Explain your position • Follow up later

16. Listening to Chronic Complainers • Acknowledge their feelings • Be emphatic but focus discussion on other topics • Offer positive solutions • Defer or delay conversation

17. In class/out of class exercise Review the group exercise on pages 119-120 of the book. Have one member start the work narrative by reading the scenario on page 120 out loud. The other members then add to the story. At home, write a 1-2 page essay about the experience and how gender, language, culture, and communication history played a role in what you heard and how did listening play a part in the development of the story? DUE MONDAY