1. Copyright © 2008 Wadsworth / Ch. 4 Effective Listening 4 4 Eighth Edition

2. Copyright © 2008 Wadsworth / Ch.4 Discover needed product & service changes Learn about competition Increase sales and customer satisfaction Advantages include... Steven Niedorf Photography/The Image Bank/Getty Images

3. Copyright © 2008 Wadsworth / Ch.4 Advantages include.. Advantages include... Increases employee satisfaction Shows support Creates open climate © Paddy Eckersley/ImageState-Pictor/PictureQuest

4. Copyright © 2008 Wadsworth / Ch.4 Suggestions include... Show you are listening Maintain good eye contact Maintain relaxed posture Use positive responses Digital Vision/Getty Images

5. Copyright © 2008 Wadsworth / Ch.4 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 Praise appropriately Don’t criticize superiors © Jason Harris

6. Copyright © 2008 Wadsworth / Ch.4 Global tips include... Focus on information gathering & sharing Use humor as morale booster Learn to tolerate ambiguity Explain ideas completely Show you are listening © Jason Harris

7. Copyright © 2008 Wadsworth / Ch.4 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 © Jason Harris

8. Copyright © 2008 Wadsworth / Ch.4 Physical barriers Personal barriers Gender barriers> Which give you the most trouble? © Jason Harris

9. Copyright © 2008 Wadsworth / Ch. 4 4 4 Gender Barriers... Check answers at back of book

10. Copyright © 2008 Wadsworth / Ch.4 Which give you the most trouble? Semantic barriers Bad listening habits> Physical barriers Personal barriers Gender barriers © Jason Harris

11. Copyright © 2008 Wadsworth / Ch.4 Assuming topic will be boring Criticizing speaker’s delivery Interrupting to disagree Listening only for facts Taking detailed notes on everything 1. 2. 3. 4. 5.

12. Copyright © 2008 Wadsworth / Ch.4 Pretending to listen Tolerating or creating distractions Avoiding listening to difficult material Reacting emotionally by tuning out Daydreaming 6. 7. 8. 9. 10.

13. Copyright © 2008 Wadsworth / Ch.4 Sensing Interpreting>

14. Copyright © 2008 Wadsworth / Ch.4 Explains problems in the interpreting stage...

15. Copyright © 2008 Wadsworth / Ch.4 Sensing Interpreting Evaluating Responding Memory

16. Copyright © 2008 Wadsworth / Ch.4 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 IFA/eStock Photo/PictureQuest

17. Copyright © 2008 Wadsworth / Ch. 4 4 4