chapter four: listening in the workplace

Chapter Four:Chapter Four:

Listening in the WorkplaceListening in the Workplace

H.L. GoodallH.L. Goodall

&&

Sandra GoodallSandra Goodall

Communicating in Communicating in ProfessionalProfessional Contexts ContextsCommunicating in Communicating in ProfessionalProfessional Contexts ContextsSkills, Ethics, and Technologies Skills, Ethics, and Technologies 2ed2ed

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Ch4: Listening in the Workplace

Copyright © 2006 Wadsworth

Becoming a Conscious Becoming a Conscious ListenerListener

Effective Listening Requires Training

Listening Exists on a Continuum

Effective Listening Skillshttp://hinduwebsite.com/selfdevt/listening.htm

Effective Listening Skillshttp://hinduwebsite.com/selfdevt/listening.htm

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HearingHearing

Passive and Physical Process of Listening

Noise

Physical Diversions

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Informational ListeningInformational Listening

Stage When

Message is

Interpreted by

Listener

Listening Cycle

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Cultural Differences

Slang

Tonal Accents

Differences in Language Style

Jargon

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Overcoming Cultural Differences

Mentally Acknowledge Distraction

Concentrate on Speaker’s Words and

Meaning

Acknowledge Cultural Differences

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Gender Differences

Men Communicate to

Report

Women

Communicate to

Build Rapport

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Overcoming Gender Differences

Being Sensitive to Differences in

Communication

Use Summaries and Questions to

Ensure Understanding

Don’t Assume Agreement

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Language Differences

Can Happen Across Generations,

Cultures, and Industry Groups

Occurs When a Group Assigns New

Meaning to Words or Phrases

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Communication History

Speaker Views Listener as

Passive Receptor

Speaker Assumes that Talking

is More Powerful or Important

than Listening

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Dealing Communication History Barriers

Begin Conversations by Setting Parameters

Don’t Avoid Someone Who Has Information

You need Because of History

If Communication History Continues to be a

Problem, Get a New Source of Information

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Critical ListeningCritical Listening

Speaker Credibility

We Evaluate Personal and

Professional Qualifications

Not All Speakers are Credible in

Every Communication Situation

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The Message

Facts and Statistics

Examples

Personal Appeals

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Motivation

Listen for Speaker’s Stake in Message

What Does Speaker Have to Gain?

Is Speaker’s Motivation also Yours?

Evaluate Your Motivation When Speaking

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Self-Reflexive ListeningSelf-Reflexive Listening

Reflecting on What Was Said Impacts…

Identity

Personal Goals

Understanding

Sensitivity

Conscious Listening

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Listen ConsciouslyListen Consciously

Stop Talking

Stop Reacting

Listen for Feelings

Listen for Cues about Yourself

Listen for Motivation

Listen for Intention

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Listen Consciously Listen Consciously (cont’d)(cont’d)

Listen for Position

Listen for Intention

Listen for Benefits

Calmly Recap What was Said

Ask for Confirmation

Suggest Alternatives

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Listening in MeetingsListening in Meetings

Set a Positive Example

Don’t Pass Judgement

Take Good Notes

Review Material Later

Follow Up on Points that

Need Clarification

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Listening in Conflict SituationsListening in Conflict Situations

Relax, Take Deep Breaths

Don’t Become Defensive

Acknowledge Conflict

Listen for Areas of Compromise

Listen for Signs of Escalation

Recap What Speaker Said

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Nondefensive ListeningNondefensive Listening

Nondefensive ListeningNondefensive Listening

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Listening To ComplaintsListening To Complaints

Legitimate Complaints

Listen Carefully

Remain Neutral

Listen Empathetically

Repeat Person’s Statement of the Problem

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Ask What Person Would

Like to Have Happen

Explain Your Position

Follow Up in any

Reasonable Way

Legitimate Complaints (cont’d)

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Dealing with Chronic Complainers

Acknowledge Complaints and Feelings

Explain that You Cannot Spend any

More Time Discussing it

Offer Positive Actions

When Confronted Again, Say it’s Not a

Good Time to Talk about it

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Listening When Listening When Asked for HelpAsked for Help

Let Them Speak

Ask What Form Help Should Take

Offer Help If Comfortable with it

Keep Conversation to Self

Offer Support Afterwards

H.L. GoodallH.L. Goodall

&&

Sandra GoodallSandra Goodall

Communicating in Communicating in ProfessionalProfessional Contexts ContextsCommunicating in Communicating in ProfessionalProfessional Contexts ContextsSkills, Ethics, and Technologies Skills, Ethics, and Technologies 2ed2ed

chapter four: listening in the workplace

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