module 17 listening
DESCRIPTION
Listening is the form of communication we practice most often. Yet because we rarely have formal training in it, it may be the one that we do most poorly. Listening is even more crucial on the job than it is in classes, but it may also be more difficult. Because people routinely listen-to voices, to music, to nature-they can overestimate their skills, and the classroom experience is more structured than many work situations.Source: Business Communication - Building Critical Skills By Locker & Kaczmarek (4th, Fourth Edition) [Kitty O. Locker / Stephen Kyo Kaczmarek]TRANSCRIPT
LISTENING
MODULE 17
Hearing and Listening• Hearing denotes perceiving sounds.• Listening means decoding and interpreting them correctly.
What do good listeners do?They consciously follow four practices:• Pay Attention• Focus on the Other Speaker(s) in a Generous Way• Avoid Making Assumptions• Listen for Feelings as Well as Facts
What is active listening?Feeding back the literal
meaning, the emotional content, or both.
Five strategies create active responses:• Paraphrase the content• Mirror the speaker’s
feelings• State your own feelings• Ask for information or
clarification• Offer to help solve the
problem
How do I show people that I’m listening to them?
• Acknowledge their comments in words• Nonverbal symbols• Actions
THANK YOU FOR YOUR ATTENTION