McGraw-Hill © 2000 The McGraw-Hill Companies 1 S M McGraw-Hill © 2000 The McGraw-Hill Companies.
Listening Module Seventeen Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved....
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Listening Listening Module Module Seventeen Seventeen Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved McGraw-Hill/Irwin
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Transcript of Listening Module Seventeen Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved....
ListeningListening
Module Module SeventeenSeventeen
Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin
Learning Objectives
LO 17-1 Explain good listening strategies for the workplace.
LO 17-2 Apply strategies for active listening.LO 17-3 Apply techniques for acknowledgment
responses.LO 17-4 Recognize value in leadership through
listening.LO 17-5 Recognize value in active listening during
disagreements.
17-2
Listening
Hearing denotes perceiving
sounds. Listening
Means decoding and interpreting them correctly.
17-3
What do good listeners do?
17-4
What do good listeners do?
To avoid listening errors caused by inattention:
Before the meeting, anticipate the answers you need to get
At the end of the conversation, check your understanding with the other person
After the conversation, write down key points that affect deadlines or how work will be evaluated.
17-5
What do good listeners do?
To avoid listening errors caused by self-absorption:
Focus on the substance of what the speaker says Spend your time evaluating what the speaker says Consciously work to learn something from every
speaker
17-6
What do good listeners do?
To avoid listening errors caused by faulty assumptions:
Don’t ignore instructions you think are unnecessary Consider the other person’s background and
experiences Paraphrase what the speaker has said
17-7
What do good listeners do?
To avoid listening errors caused by focusing solely on facts:
Consciously listen for feelings. Pay attention to tone of voice, facial expression,
and body language. Don’t assume that silence means consent.
17-8
What is active listening?
Active listening, receivers actively
demonstrate that they’ve heard and understood a speaker by feeding back either the literal meaning or the emotional content or both.
17-9
What is active listening?
17-10
Blocking Responses versus Active Listening
17-11
How do I show people that I’m listening to them?
Acknowledgment responses help carry the message that you’re listening
The mainstream U.S. culture shows attention and involvement by making eye contact, leaning forward, and making acknowledgment responses
17-12
Can I use these techniques if I really disagree with someone?
Good listening enables you to find out why your opponent objects to the programs or ideas you support
If you really listen to the people you disagree with, you show that you respect them.
17-13
