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Principles of Communication

Principles of Communication. Chapter 5: Listening. 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

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Principles of Communication

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  1. Principles of Communication Chapter 5: Listening

  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. “the difference between the sense of hearing and the skill of listening is attention.” Seth S. Horowitz (2012), Brown University, USA

  4. 5.3 Theory of Communication and Listening Interpersonal Effectiveness = receiver interprets and understands a message how the sender intended it. There are Three Basic Listening Modes Competitive / Combative Passive / Attentive Active / Reflective

  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. Passive or Attentive Listening • we are genuinely interested in hearing their point of view • we are attentive and passively listen • we assume that we heard and understand correctly

  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. Active Listening

  9. White man crazy! Carl Jung (psychiatrist) Indians of the Hopi Tribe

  10. Mandarin

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

  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. 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. 5.7 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. 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. 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. Ask yourself…

  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. 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. 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. Case Study Review Take 15-minutes to compare your case study summaries with a partner and create a revised idea to present.

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