“Listening & Feedback in Organizational Relationships” –Ch 2 A s h l e y F e r g u s o n “Business and Professional Speaking”

Listening Efficiency Statistics “80% of people…rated their listening ability as average or below average,” ( “80% of people…rated their listening ability as average or below average,” (DiSanza, J and Legge, N. 2009, 17). Microsoft Clip Art

Listening Efficiency Statistics cont… University of Minnesota Study “Short term listening efficiency (the ability to recall major details of a 10-minute presentation) at only 50 percent,” ( “Short term listening efficiency (the ability to recall major details of a 10-minute presentation) at only 50 percent,” (DiSanza, J and Legge, N., 2009, 17). Microsoft Clip Art

Listening Efficiency Statistics cont… “Long-term listening efficiency (the ability to recall major details after several months) sank to 25 percent,” ( “Long-term listening efficiency (the ability to recall major details after several months) sank to 25 percent,” (DiSanza, J and Legge, N., 2009, 17). Microsoft Clip Art

Recall Listening Four Steps Receiving Attending Assigning Meaning Remembering

Motivation to Listen Focus on Content Rather than Delivery Defer Judgment Take Advantage of Thought Speed uwadmnweb.uwyo.edu

Four Listening Patterns Small Mental Departures Tangent Private Argument Large Departures

Listen For Meaning Take Notes Microsoft Clip Art

Empathic Listening Attitude Acceptance Providing Feedback Microsoft Clip Art

Developing an Attitude of Acceptance Content Information Individual Experiences Emotions Microsoft Clip Art

Provide Feedback Confirmation Direct Recognition Agreeing with Content Endorsing Emotions/Experiences Microsoft Clip Art

Rejection Direct Recognition Disagreement with Content Emotional/Experiential Qualifiers Microsoft Clip Art

Disconfirmation Avoiding Involvement Tangential/ Irrelevant Remarks Imperviousness Disqualification Microsoft Clip Art

Straightforward Vital for Shared Meaning Cost Effective Increases Organizational Productivity Effective Listening Microsoft Clip Art

References DiSanza, J and Legge, N. (2009) Business and Professional Communication: Plans, Procedures, and Performance. Pearson Education, Inc. (17-27)