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Business communication building critical skill 6th module017

Listening

Module
Seventeen
McGraw-Hill/Irwin

Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.


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 selfabsorption:
 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



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