Lecture EightChapter Seven

Effective Listening

BARRIERS TO LISTENING

• Listening - speaking differential– Speak 125 words per minute

process 400• Motivation

– Listening is hard work• Lack of Willingness

– LAW Listening = Ability+Willingness

– Rather Talk– Stereotyping– Limit Negative Information

• Internal Distractions• Detouring

– Distracting Mannerism, Value Laden Terms, Concepts

• Debate• Time

TYPES OF LISTENING

• ACTIVE– Little or not

opportunity to Interact

– Speech– Video

• INTERACTIVE– Opportunity to

interact verbally– Small Class, Meeting

• INTENSITY

– CASUAL

• Specific or Technical Information is being provided is not critical

– Radio, TV, Social conversation

– FACTUAL

• Specific information needs to be obtained

– Business Meetings

– EMPATHETIC

• Understanding Must Take Place

• “I Follow you”

GETTING READY TO LISTEN

• Establish Listening Goal• Pick Best Setting• Pick Best Time• Understand Personal Bias• Think about physical barriers• Think about psychological

barriers– Mannerisms, phrase,

concept emotional words

TECHNIQUES FOR ACTIVE LISTENING

• IDENTIFY MAIN POINTS– Inflection, Volume, Rate, Gestures

• LOOK FOR OUTLINE– Pros and Cons, Advantages and Disadvantages

• SUMMARIZE POINTS• VISUALIZE THE MESSAGE

– Mnemonics (CAT - costs, ability, time)• PERSONALIZE MESSAGE• TAKE NOTES

INTERACTIVE TECHNIQUES

• OPEN ENDED QUESTIONS

– Provides Additional Information

– Probes for deeper understanding

• CLOSED QUESTIONS– Focus Discussion

• PRIMARY– Seeks clarification

• SECONDARY

– Deeper level of information

• NEUTRAL– Seeks information

• DIRECTED– Lead the speaker

INFORMAL COMMUNICATIONGOSSIP

• GRAPEVINE– Civil War– 70% Accurate– Transformations

• Leveling - dropping details

• Sharpening - adding drama

• Assimilation - mold to fit translators needs

• RUMORS - Ambiguity X Interest

INFORMAL COMMUNICATIONS• SINGLE STRAND

• TWO PEOPLE

• GOSSIP CHAIN• PROBABILITY

CHAIN• CLUSTER CHAIN

RUMOR CONTROL

• DO NOTHING• OPEN COMMUNICATIONS CHANNELS• LIMIT SUPERVISION• TELL THE TRUTH• MAINTAIN HEALTHY COMMUNICATION

CLIMATE• EDUCATE ON DAMAGE CAUSED BY

GOSSIP

THREE DIMENSIONS OF A MESSAGE

MESSAGE

Formal

Informal Verbal

Nonverbal

Obvious Hidden

Listening in Action

• MICRO– When I am talking, my sentence is finished for me.– When I come in, people do not put down what they are doing

and turn attention to me.– Complete list see page 170 Table 7-4

• MACRO– “Thriving on Chaos” Tom Peters

• MBWA build in visits to daily routine• Use Informal Meetings• Keep Official Titles to a minimum

• OPEN DOORS BUT– Make an appointment– Enter my museum

Project Activities

• Develop a Time and Action Plan– What activities need to be done?– When do they need to be done?– Who is responsible for doing it?– What does excellent look like?

• Group Evaluation Plan– What is important?– How do we measure it?– What are excellent behaviors and outcomes?