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Mastering the Art of Active Listening in Business

Learn the difference between passive and active listening, the importance of listening skills in business success, and practical tips to become a better listener.

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Mastering the Art of Active Listening in Business

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  1. Chapter 3: Listening Coordinated to Note Guide WS Start w/ Bell Ringer p.70

  2. 1. Fortune magazine rates listening as the TOP management skill needed for success in business. 2. When the listener does not involve himself in the communication process, but rather merely hears the words without thinking about them this is known as passive listening. 3. When the listener does think about the words he hears and provides feedback, this is known as an active listening. 4.The Greek philosopher Epictetus said, “We have one tongue/mouth and two ears that we may hear twice as much as we speak.”

  3. 5. Listening is the receiving part of the communication process. 6. Hearing is an automatic reaction of the senses and nervous system. 7. Listening is a much more complicated process of understanding what was said. 8. Listening keeps you informed, up-to-date, and out of trouble. 9. Most people speak 120-180 words per minute. 10. We can listen about six times times faster than we speak. 11.The difference between the two is called a rate gap. 12. 4 Ways to Listen: Appreciative, Discriminative, Empathetic, Critical

  4. 13. We must pay attention as listeners and use judgment because we can be deceived. 14. Researchers say that many of our most deeply held convictions come from what we hear not what we read. 15. The two biggest hurdles to good listening is our desire to speak and short attention spans. 16. 7 bad listening habits: tune out dull topics, fake attention, yield to distractions, criticize delivery or physical appearance, jump to conclusions, overreact to emotional words, interrupt 17. To help yourself be a better listener, in your mind put the speaker’s ideas into your own words. In other words create a mental paraphrase. 18. Repeat key points to yourself periodically.

  5. 19. 10 filters that can color our perception of a speaker or topic: education, biases, attitude, age, experience, religion, family, emotions, morals, physical condition 20. Filters become a problem when they interfere with good listening habits. 21. When trying to communicate with someone that you don’t like: Refrain from judging them. Focus your attention on the message. Search for areas that you agree.

  6. 22. Speeches usually have a beginning, middle, and end. 23. The beginning of a speech may be the most entertaining because the speaker is trying to get your attention. 24. The beginning is not the most important. Shortly after the beginning, the speaker will state the main idea. Once you find the main idea, your listening job becomes easier. 25. If you miss the main idea, the facts and details will send you spinning. 26. Don’t hang onto every word; rather think about the title and make a few guesses about where the speech is going. 27. The middle is where assertions/evidence/examples are presented.

  7. 28. You should be a critical listener at this point. 29. Ask yourself, is the speaker using evidence. If so, question the supports/evidence. Are they recent & relevant or accurate & fair. 30. In the end, be on guard for bias and emotional appeals. 31. 3 rhetorical devices that could be used in the end: testimonials, false comparison, bandwagon. 32. EARS: Explore-think ahead of the speaker Analyze-consider carefully what’s being said; look @ it from several angles Review-take advantage of your spare time to review Search-be alert for hidden meanings

  8. A Responsible listener will: • Be patient • Pay attention to body language • Hold your temper when you disagree • (5 seconds) • Put yourself in the other person’s position • Final Notes

  9. A good listener will: • Provide encouragement • Ask for explanations • Paraphrase the message • Summarize the message • Put it down on paper Final Notes

  10. Asking for explanations • “I don’t understand what you mean?” • “Excuse me, but could you be more specific.” • Paraphrasing the message • “What I hear you saying is…” • In other words, your view is…” • Summarizing the message • “Your key ideas, as I understand them are…” • Recapping what you have been saying…” • Writing it down • Do Not write EVERYTHING • Avoid complete sentences • Develop your own system of shorthand Final Notes

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