Eighth Edition Communicating For Results 4 Effective Listening

Listening to Customers Advantages include. . . Discover needed product & service changes Learn

Listening to Employees Advantages include. . . Increases employee satisfaction Shows support Que ictor/Picture

Listening to Supervisors Suggestions include. . . Show you are listening Maintain good eye

When Listening to the Boss Glatthorn & Adams suggest the following. . . Listen

Listening to Coworkers Global tips include. . . Focus on information gathering & sharing

Signs of Poor Listening Are you guilty of any of these signs? Breaking the

Causes of Poor Listening Which give you the most trouble? Physical barriers Personal barriers

4 Awareness Check Gender Barriers. . . Check answers at back of book Copyright

Causes of Poor Listening (con’t) Which give you the most trouble? Physical barriers Personal

Bad Listening Habits 1. Assuming topic will be boring 2. Criticizing speaker’s delivery 3.

Bad Listening Habits (con’t) 6. Pretending to listen 7. Tolerating or creating distractions 8.

Stages of Listening Sensing Interpreting> Copyright © 2008 Wadsworth / Ch. 4

Attribution Theory Explains problems in the interpreting stage. . . Copyright © 2008 Wadsworth

Stages of Listening Sensing Interpreting Evaluating Responding Memory Copyright © 2008 Wadsworth / Ch.

Improving Listening Skills Listen for facts and feelings Identify speaker’s main points Take brief

4 The End Copyright © 2008 Wadsworth / Ch. 4

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Listening to Customers Advantages include. . . Discover needed product & service changes Learn about competition e Image B graphy/Th dorf Photo ie N n ve Ste ank/Getty Images Increase sales and customer satisfaction Copyright © 2008 Wadsworth / Ch. 4

Listening to Employees Advantages include. . . Increases employee satisfaction Shows support Que ictor/Picture age. State-P /Im ey sl er ck © Paddy E st Creates open climate Copyright © 2008 Wadsworth / Ch. 4

Listening to Supervisors Suggestions include. . . Show you are listening Maintain good eye contact Maintain relaxed posture es n/Getty Imag Digital Visio Use positive responses Copyright © 2008 Wadsworth / Ch. 4

When Listening to the Boss Glatthorn & Adams suggest the following. . . Listen to know your boss Use this knowledge to guide interactions Develop expertise valued by boss Use boss’s ideas to advance your own Be wary of giving advice Praise appropriately © Jason Har ris Don’t criticize superiors Copyright © 2008 Wadsworth / Ch. 4

Listening to Coworkers Global tips include. . . Focus on information gathering & sharing Use humor as morale booster Learn to tolerate ambiguity Explain ideas completely © Jason Har ris Show you are listening Copyright © 2008 Wadsworth / Ch. 4

Signs of Poor Listening Are you guilty of any of these signs? Breaking the chain of command Learning of events too late Information must be repeated Always putting out fires Tasks given to others communication ris © Jason Har Increase in written Copyright © 2008 Wadsworth / Ch. 4

Causes of Poor Listening (con’t) Which give you the most trouble? Physical barriers Personal barriers Gender barriers Semantic barriers © Jason Har ris Bad listening habits> Copyright © 2008 Wadsworth / Ch. 4

Bad Listening Habits 1. Assuming topic will be boring 2. Criticizing speaker’s delivery 3. Interrupting to disagree 4. Listening only for facts 5. Taking detailed notes on everything Copyright © 2008 Wadsworth / Ch. 4

Bad Listening Habits (con’t) 6. Pretending to listen 7. Tolerating or creating distractions 8. Avoiding listening to difficult material 9. Reacting emotionally by tuning out 10. Daydreaming Copyright © 2008 Wadsworth / Ch. 4

Improving Listening Skills Listen for facts and feelings Identify speaker’s main points Take brief notes Constantly summarize previous points re. Q Photo/Pictu IFA/e. Stock Avoid prejudice uest Relate information to current policies & procedures Copyright © 2008 Wadsworth / Ch. 4