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Lecture Eight Chapter Seven

Lecture Eight Chapter Seven. Effective Listening. 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

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Lecture Eight Chapter Seven

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  1. Lecture EightChapter 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. 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” TYPES OF LISTENING

  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 COMMUNICATIONGOSSIP • 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 Informal Verbal MESSAGE Formal Nonverbal Hidden Obvious

  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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