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 good listeners do? 17-4 What 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 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 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 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 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