1. Chapter 16: Listening and Feedback in Organizational Relationships Recall Listening  Motivate yourself  Be there with your entire body  Focus on content; not delivery  Defer judgment  Thought speed  Listen for meaning  Open-ended questions  Take notes Emphatic Listening  Attitude of acceptance  Feedback  Confirmation & Rejection  “Disconfirmation” Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

2. Recall Listening Recall listening involves: Receiving the message Attending to the message Assigning meaning to the message Remembering the message Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

3. Improve Your Recall Listening Invite People to Talk Motivate yourself to listen How motivated are you in most of your work or classroom listening situations? Can you think of ways other than the ones mentioned in the book to improve your motivation to listen? Attend with your entire body Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

4. Improve Your Recall Listening Focus on content rather than delivery Defer judgment Take advantage of thought speed Humans can think at a speed of over 400 words per minute, but most people speak at a rate of 125 words per minute What can we do to apply our spare thinking time to the message? Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

5. Improve Your Recall Listening Listen for meaning Read the following sentence as a sincere thank you, and then as an angry accusation “Thank you so much. I really appreciate what you are doing for me.” What nonverbal cues indicate the first meaning is sincere and the second is ironic? Probe with open-ended questions Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

6. Improve Your Recall Listening Take notes Experiments show that the behavioral involvement necessary for note-taking increases our attention to the message Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

7. Empathic Listening Empathic listening involves: Developing an attitude of acceptance Providing feedback Developing an attitude of acceptances means accepting the emotional dimensions of a message Providing feedback involves the use of confirmation, rejection, or disconfirmation Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

8. Confirmation Confirmation: Accept the content and emotional elements of the message Direct recognition Agreeing with the content Endorsing the other’s emotions/experiences Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

9. Rejection Rejection: Validates the other’s experience but disagrees with the message content Direct recognition Disagreeing with content Endorsing emotions/feelings Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

10. Disconfirmation Disconfirmation: Denies a person’s experiences and feelings Avoiding involvement Tangential/irrelevant remarks Imperviousness Disqualification Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.