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Chapter Four: Listening in the Workplace

Communicating in Professional Contexts. Skills, Ethics, and Technologies 2ed. Chapter Four: Listening in the Workplace. H.L. Goodall & Sandra Goodall. Becoming a Conscious Listener. Effective Listening Requires Training Listening Exists on a Continuum. Effective Listening Skills

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Chapter Four: Listening in the Workplace

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  1. Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed Chapter Four: Listening in the Workplace H.L. Goodall & Sandra Goodall

  2. Becoming a Conscious Listener • Effective Listening Requires Training • Listening Exists on a Continuum Effective Listening Skills http://hinduwebsite.com/selfdevt/listening.htm

  3. Hearing • Passive and Physical Process of Listening • Noise • Physical Diversions • Technological Diversions Microsoft Image

  4. Informational Listening • Stage When Message is Interpreted by Listener • Listening Cycle

  5. Informational Listening Cultural Differences • Slang • Tonal Accents • Differences in Language Style • Jargon Microsoft Image

  6. Informational Listening Overcoming Cultural Differences • Mentally Acknowledge Distraction • Concentrate on Speaker’s Words and Meaning • Acknowledge Cultural Differences

  7. Informational Listening Gender Differences • Men Communicate to Report • Women Communicate to Build Rapport Microsoft Image

  8. Informational Listening Overcoming Gender Differences • Being Sensitive to Differences in Communication • Use Summaries and Questions to Ensure Understanding • Don’t Assume Agreement

  9. Informational Listening Language Differences • Can Happen Across Generations, Cultures, and Industry Groups • Occurs When a Group Assigns New Meaning to Words or Phrases Microsoft Image

  10. Informational Listening Communication History • Speaker Views Listener as Passive Receptor • Speaker Assumes that Talking is More Powerful or Important than Listening Microsoft Image

  11. Informational Listening Dealing Communication History Barriers • Begin Conversations by Setting Parameters • Don’t Avoid Someone Who Has Information You need Because of History • If Communication History Continues to be a Problem, Get a New Source of Information

  12. Critical Listening Speaker Credibility • We Evaluate Personal and Professional Qualifications • Not All Speakers are Credible in Every Communication Situation Microsoft Image

  13. Critical Listening The Message • Facts and Statistics • Examples • Personal Appeals Microsoft Image

  14. Critical Listening Motivation • Listen for Speaker’s Stake in Message • What Does Speaker Have to Gain? • Is Speaker’s Motivation also Yours? • Evaluate Your Motivation When Speaking

  15. Self-Reflexive Listening Reflecting on What Was Said Impacts… • Identity • Personal Goals • Understanding • Sensitivity • Conscious Listening Microsoft Image

  16. Listen Consciously • Stop Talking • Stop Reacting • Listen for Feelings • Listen for Cues about Yourself • Listen for Motivation • Listen for Intention Microsoft Image

  17. Listen Consciously (cont’d) • Listen for Position • Listen for Intention • Listen for Benefits • Calmly Recap What was Said • Ask for Confirmation • Suggest Alternatives Microsoft Image

  18. Listening in Meetings • Set a Positive Example • Don’t Pass Judgement • Take Good Notes • Review Material Later • Follow Up on Points that Need Clarification Microsoft Image

  19. Listening in Conflict Situations • Relax, Take Deep Breaths • Don’t Become Defensive • Acknowledge Conflict • Listen for Areas of Compromise • Listen for Signs of Escalation • Recap What Speaker Said

  20. Nondefensive Listening Nondefensive Listening

  21. Listening To Complaints Legitimate Complaints • Listen Carefully • Remain Neutral • Listen Empathetically • Repeat Person’s Statement of the Problem Microsoft Image

  22. Listening To Complaints • Ask What Person Would Like to Have Happen • Explain Your Position • Follow Up in any Reasonable Way Legitimate Complaints (cont’d) Microsoft Image

  23. Listening To Complaints Dealing with Chronic Complainers • Acknowledge Complaints and Feelings • Explain that You Cannot Spend any More Time Discussing it • Offer Positive Actions • When Confronted Again, Say it’s Not a Good Time to Talk about it

  24. Listening When Asked for Help • Let Them Speak • Ask What Form Help Should Take • Offer Help If Comfortable with it • Keep Conversation to Self • Offer Support Afterwards

  25. Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed H.L. Goodall & Sandra Goodall

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