Communicating for Results Seventh Edition Cheryl Hamilton, Ph.D.

Copyright © 2005 Wadsworth 2 Chapter 4 - Effective Listening 4 Opening Quotation

Copyright © 2005 Wadsworth 3 Chapter 4 - Effective Listening Awareness Check Communicator Quiz Check answers at back of book

Copyright © 2005 Wadsworth 4 Chapter 4 - Effective Listening Listening to Customers Discover needed product & service changes Learn about competition Increase sales and customer satisfaction Advantages include... Microsoft Image

Copyright © 2005 Wadsworth 5 Chapter 4 - Effective Listening Listening to Employees Microsoft Image Advantages include... Increases employee satisfaction Shows support Creates open climate

Copyright © 2005 Wadsworth 6 Chapter 4 - Effective Listening Listening to Supervisors Microsoft Image Suggestions include... Show you are listening Maintain good eye contact Maintain relaxed posture Use positive responses Microsoft Image

Copyright © 2005 Wadsworth 7 Chapter 4 - Effective Listening When Listening to the Boss Microsoft Image Glatthorn & Adams suggest the following... Listen to know your boss Use this knowledge to guide interactions Develop expertise valued by boss Use boss’s ideas to advance your own Be wary of giving advice Learn to praise appropriately Don’t criticize your superior

Copyright © 2005 Wadsworth 8 Chapter 4 - Effective Listening Listening to Coworkers Microsoft Image Global tips include... Focus on information gathering & sharing Use humor as morale booster Learn to tolerate ambiguity Explain ideas completely Show you are listening

Copyright © 2005 Wadsworth 9 Chapter 4 - Effective Listening Signs of Poor Listening Microsoft Image Are you guilty of any of these signs? Breaking the chain of command Learning of events too late Information must be repeated Always putting out fires Tasks given to others Increase in written communication Microsoft Image

Copyright © 2005 Wadsworth 10 Chapter 4 - Effective Listening Causes of Poor Listening Which give you the most trouble? Physical barriers Personal barriers Gender barriers> (Click for Gender Barriers Awareness Check) Microsoft Image

Copyright © 2005 Wadsworth 11 Chapter 4 - Effective Listening Awareness Check Gender Barriers Check answers at back of book Directions : For each question, write “M” if you think the answer is men; write “W” if you think it is women; write “S” if you think it is the same for both men and women. ______1. In office discussions, who usually talks more often? ______2.Who is better at interpreting nonverbal cues while listening? ______3.When speaking to others, who tends to attach more tag questions (such as, “Don’t you agree?” “Right”) to statements? ______4.Who is more likely to view a conversation in a competitive rather than cooperative manner? ______5.In office discussions, who usually works harder to keep the conversation going? ______6.During a conversation, who tends to interrupt more often? ______7.While listening, who is less likely to ask questions, especially if asking will reveal lack of knowledge? ______8.Who do colleagues see as the better listener? Directions : For each question, write “M” if you think the answer is men; write “W” if you think it is women; write “S” if you think it is the same for both men and women. ______1. In office discussions, who usually talks more often? ______2.Who is better at interpreting nonverbal cues while listening? ______3.When speaking to others, who tends to attach more tag questions (such as, “Don’t you agree?” “Right”) to statements? ______4.Who is more likely to view a conversation in a competitive rather than cooperative manner? ______5.In office discussions, who usually works harder to keep the conversation going? ______6.During a conversation, who tends to interrupt more often? ______7.While listening, who is less likely to ask questions, especially if asking will reveal lack of knowledge? ______8.Who do colleagues see as the better listener?

Copyright © 2005 Wadsworth 12 Chapter 4 - Effective Listening Causes of Poor Listening (con’t) Which give you the most trouble? Semantic barriers Bad listening habits> Physical barriers Personal barriers Gender barriers (Click for Bad listening Habits) Microsoft Image

Copyright © 2005 Wadsworth 13 Chapter 4 - Effective Listening Bad Listening Habits Assuming topic will be boring Criticizing speaker’s delivery Interrupting to disagree Listening only for facts Taking detailed notes Microsoft Image

Copyright © 2005 Wadsworth 14 Chapter 4 - Effective Listening Bad Listening Habits (con’t) Pretending to listen Tolerating or creating distractions Avoiding listening to difficult material Reacting emotionally by tuning out Daydreaming

Copyright © 2005 Wadsworth 15 Chapter 4 - Effective Listening Stages of Listening SensingInterpretingEvaluatingRespondingMemory

Copyright © 2005 Wadsworth 16 Chapter 4 - Effective Listening Improving Listening Skills Listen for facts and feelings Identify speaker’s main points Take brief notes Constantly summarize previous points Relate information to current policies & procedures Avoid prejudice

Copyright © 2005 Wadsworth 17 Chapter 4 - Effective Listening Hearing is not always listening! Watch a slightly different take on hearing and listening... CNN Today: Human Communication, Vol. III

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