管理沟通以案例分析为视角英文版第5版教学课件Ch. 8 Listening

Improve Your Ability To Pay Attention
Refuse to be distracted by speaker appearance or mannerisms.
Repeatedly remind yourself to focus on the message.
Hale Waihona Puke Avoiding difficult, expository or technical material. Letting emotion-laden words throw us off the track. Wasting the differential between speech speed and thought speed.
Ineffective Listening Habits
Trying to make an outline of everything we hear. Faking attention to the speaker. Tolerating or creating distractions.
Ineffective Listening Habits
Developing Good Listening Habits
Listen for what is not said. Listen to how something is said.
And, most important: share the responsibility for communication success.
Replace undesirable habits with effective ones.
Improve Your Ability To Pay Attention
Resist the temptation to daydream. Reduce environmental distraction. Ignore internal (self-generated) distractions.
Why Listening Matters
By taking responsibility for successful communication through active and reflective listening, you can become more successful at those activities that depend on communication, including your personal and professional life.
Developing Good Listening Habits
Researchers at the Unisys Corporation have identified ways in which you can review your ineffective habits, identify those you should replace, and substitute more effective strategies for listening, learning, and remembering. They’ve identified, in fact, 18 habits you may wish to consider for your own inventory of communication skills.
Why Listen?
Listening demonstrates acceptance.
Listening increases the self-esteem of the other person. Listening helps you overcome self-consciousness and selfcenteredness. Listening can help to prevent head-on emotional collisions.
Show interest. Give your undivided attention. Don’t jump to conclusions. Avoid distractions. Evaluate facts and evidence.
Developing Good Listening Habits
Active Listening Skills
Paraphrasing Reflecting meaning Reflecting feelings Reflecting conclusions
How Can I Improve My Listening Habits?
Professor James Floyd has suggested a system for improving the ways in which we listen to the rest of the world. The first phase involves four steps:
Developing Good Listening Habits
Stop talking. One conversation at a time. Empathize with the person speaking. Ask questions. Don’t interrupt.
Developing Good Listening Habits
Ineffective Listening Habits
Dr. Ralph Nichols has discovered that many of us employ ineffective listening habits that interfere with learning:
Calling the subject uninteresting. Criticizing the speaker’s delivery. Getting over-stimulated. Listening only for the facts.
Why Listen?
Listening demonstrates acceptance. Listening promotes problem-solving abilities. Listening can increase a speaker’s receptiveness to the ideas of others.
EFFECTIVE LISTENING
Copyright 2019: J. S. O’Rourke, University of Notre Dame / USA
LISTENING
There is a substantial difference between hearing and listening. Hearing is merely an involuntary physical response to the environment. Listening, on the other hand is a sophisticated communication skill which can be mastered only with considerable practice. You can learn to be an effective, capable listener by using the techniques we’ll review.
Recognize your own biases and prejudices. Don’t argue mentally. React to ideas, not to the speaker. Don’t waste your thought-power advantage. Wishing doesn’t make it so.
Why Listen?
The average person spends about 70 percent of each day engaged in some type of communication. Of that time, 45 percent is spent listening, 30 percent speaking, 16 percent reading, and only 9 percent writing.
Review your listening inventory (good and bad habits).
Recognize your undesirable listening habits.
How Can I Improve My Listening Habits?
Refuse to tolerate undesirable or ineffective habits.
How Well Do You Listen?
Rate yourself as a listener. How would your subordinates rate you? How about your peers?
How Well Do You Listen?
How would your boss rate you? What would your significant other say? How would your best friend rate you?