Eleventh Edition Communicating For Results Unit 2 Personalizing

Eleventh Edition Communicating For Results Unit 2: Personalizing Communication in the Workplace Chapter 4: Effective Listening Chapter 5: Nonverbal Communication Chapter 6: Anxiety, Technology, and Other Communication Obstacles © 2016 Cengage Learning

Eleventh Edition Communicating For Results 4 Effective Listening © 2016 Cengage Learning

Le. Messurier: Real-Life Case “An Engineer’s Experience” q Read or describe the real-life case. q Answer the questions for Ch. 4: − Evaluate Le. Messurier’s listening skills on a scale of 1 to 5 (See pg. 103) − Any signs of poor listening? (See pg. 103) − Ethical to withhold crisis from public? (See pg. 103) © 2016 Cengage Learning

4 Really? “If you aspire to be better at your job, no matter what it is, listening may be the most powerful tool at your disposal” (Ferrari, 2012, p. 2). Ferrari, B. T. (2012). Power Listening; Mastering the most critical business skill of all. New York, NY: Portfolio/Penguin. © 2016 Cengage Learning

4 Polishing Career Skills How Skilled a Listener Are You? DIRECTIONS: For each of these statements about your listening skills, select one of the following: Y = yes, S = sometimes, or N = no. ___ 1. I feel uncomfortable when listening to or responding to my supervisor. ___ 2. When I disagree with a person, I pretend to listen to what they are saying. ___ 3. I usually focus on facts when people are speaking. ___ 4. I have difficulty concentrating on the instructions that others give me. ___ 5. When speakers say something that makes me mad, I usually tune them out. ___ 6. I seldom seek out the opportunity to listen to new ideas. ___ 7. I find myself daydreaming when others seem to ramble on. ___ 8. I often argue mentally or aloud with what someone is saying even before he or she finishes. ___ 9. I find that others are always repeating things to me. ___10. When listening to speakers, I often concentrate on what they are wearing or on their mannerisms. SCORING: Total the number of times you answered Y ___; S ___; N ___. Total the Y and S answers ______. For assessment of your totals, see pg. 107. © 2016 Cengage Learning

Listening in the Workplace © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening to Customers Advantages include. . . q Discover needed product & service changes q Learn about competition q Increase sales and customer satisfaction © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening to Employees Advantages include. . . q Increase employee satisfaction q Show support q Create open climate © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening to Supervisors Suggestions include. . . q Show you are listening q Maintain good eye contact q Maintain relaxed posture q Make positive responses © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

When Listening to the Boss Glatthorn & Adams suggest the following. . . q Listen to know your boss q Use this knowledge to guide interactions q Develop expertise valued by boss q Use boss’s ideas to advance your own q Be wary of giving advice q Praise appropriately q Don’t criticize superiors © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening to Coworkers Global tips include. . . q Focus on information gathering & sharing q Use humor as morale booster q Learn to tolerate ambiguity q Explain ideas completely q Show you are listening © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Test Your Knowledge! In small groups, answer these questions about listening. . . 1. What surprising thing have you learned about listening? 2. Name some characteristics of the millennial customer; how has Nike (or another company) related/listened? 3. What is a sure sign of poor listening in the classroom? 4. List several ways you can “show” you are listening whether face-to-face, written, smartphone, or online? 5. Be prepared to share your answers if time allows. © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Signs, Causes, and Barriers of Poor Listening © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Signs of Poor Listening Are you guilty of any of these signs? q q q Breaking the chain of command Learning of events too late Needing information repeated Always putting out fires Losing tasks to others Receiving more written communication q Using poor habits> © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Poor 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 © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Poor Listening Habits (cont. ) 6. Pretending to listen 7. Tolerating or creating distractions 8. Avoiding listening to difficult material 9. Reacting emotionally by tuning out 10. Daydreaming © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Causes of Poor Listening Which of the following barriers give you the most trouble? q Physical q Personal q Gender > q q © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

4 Awareness Check Gender Barriers Check answers on pg. 118 and at back of book © 2016 Cengage Learning

Causes of Poor Listening (cont. ) Which of the following barriers give you the most trouble? q q q Physical Personal Gender Semantic Technology Age/Generational> © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Age/Generational Barriers Name some characteristics of each generation of workers. . . q Traditionalists (Born before 1946) q Baby Boomers (1946 to 1964) q Generation X (1965 to 1979) q Millennials (1980 to 1995) q Generation Z (1996 to 2010) iz: u q ” u o re Y A l a i n n lle wi o M h / z w i o u “H org/q. h c r a e pewres are-you/ ialn n e l l i m © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening Stages, Skills, and Payoffs © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Stages of Listening q Sensing q Interpreting> q q q © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Attribution Theory Explains problems in the interpreting stage. . . © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Stages of Listening q Sensing q Interpreting q Evaluating q Responding q Memory © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Improving Listening Skills Use three main guidelines. . . q Identify speaker’s main points with key words. q Write down key words & some brief notes. q Mentally repeat previous key words in your mind. y ck memor ns blo o i t p u r r e t “Mental in exting, looking up !” T s on a e t o formation n g n i k , or ta n o i t ause c a t m e r l o b a t inf r ptop o a l , e n o h al. , p t e , a n smart a S ( tions p u r r e t n i l menta 2013). © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

Listening Payoffs In small groups, discuss the advantages of effective listening. . . © Phil Boorman/Age. Fotostock © 2016 Cengage Learning

4 The End © 2016 Cengage Learning