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22 Cards in this Set
- Front
- Back
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Listening skills
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critical for:
- career success - organization effectiveness -worker satisfaction |
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Poor listening habits
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-only half of the oral messages heard are completely understood
- why? ignore, forget, distort, misunderstand Factors -lack of training -competing sounds -slowness of speech -daydreaming |
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Types of Workplace Listening
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-to superiors
- to colleagues/teammates -to customers |
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To superiors
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-hearing instructions, assignments, explanations of work procedures
-be sure not to be distracted by noise surroundings/ other tasks -no other phone calls, no other job while listening -lean forward, good eye contact -take notes( do not rely on memory) -do not interrupt, paraphrase at the end -ask questions even if dumb if it means not doing the job twice -do not criticize or argue |
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To colleagues/ Teammates
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- critical listening: judge/ evaluate what you hear (fact, fiction, opinion?)
- based on logic, emotion? -remain objective, even when you disagree -do not prejudge -Discriminative listening: when you must understand and remember - identify main ideas, understand logical argument, recognize purpose of mess. |
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To customers
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- "customers rule"
- listening to them: increases sales and profitability - they want to be cared about -hire employees who truly care about customers, to listen and to ask gentle questions |
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Listening Process
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1. Perception
2. Interpretation 3. Evaluation 4. Action (PIE-A) |
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1. Perception
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-hear sounds &concentrate
-tune in when: 1.sense mess. important 2. interest in topic 3. in the mood reduced when: 1. impaired hearing 2. noise 3.inattention 4. pseudo-listening(fake-it) |
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2. Interpretation
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- decode the mess
-colored by cult., educ, social frames of reference |
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3. Evaluation
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-analyze, and draw conclusion
-separate fact from opinion 1. consider all info 2. be aware of own biases 3. avoid jumping to hasty conclusions |
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4. Action
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-storing mess in memory, reacting(facial expression), supplying feedback.
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5. enhance retention
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-decide to remember
-structuring incoming info to form relationships and reviewing -chain links? acronyms, rhyming -take notes/rewrite |
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Improve workplace listening
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1. control external & internal distractions
2. become actively involved 3. separate fact from opinion 4. identify important facts 5. don't interrupt 6. ask clarifying questions 7. paraphrase to increase understanding 8. capitalize on lag time(anticipate next idea, recap ideas) 9. take notes to ensure retention 10. be aware of gender differences |
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Nonverbal comm. FUNCTIONS
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- to complement and illustrate
- to reinforce and accentuate - to replace and substitute - to control and regulate - to contradict **make sure that nonverbal messages reinforce spoken words. nonverbal speaks more than words uttered |
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Types of nonverbal
(p.62 for positive tips) |
1. Eye contact
2. Facial expression 3. Posture/ gestures 4. Time 5. Space 6. Territory 7. Appearance of Business Documents 8. Appearance of People |
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Eye contact
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- "windows to the soul"
- distrust those who do not maintain eye contact - good eye contact reveals sincerity, confidence, truthfulness |
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posture
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- reveal high status, self-confidence, shyness, submissiveness
-gestures to be used effectively |
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Time
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Being on time sends a positive nonverbal message in north american workplaces
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space
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the way the office is arranged can send nonverbal message about openness of its occupant
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Four space zones for social interaction
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1. intimate zone (30-45 cm)
2 Personal " (45 cm- 1m) 3. Social " ( 1- 3.65 m) 4. Public " (3.65 - more) |
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Business Documents
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- convey nonverbal mess.
- subject to credibility, faithfulness |
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Appearance
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- avoid risky trends
- affects effectiveness of work - comfortable: relaxed, allows for creativity |
