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Listening Notes Essay

1663 words - 7 pages

Listening and Nonverbal Communication

Chapter 3

Mary Ellen Guffey, Business Communication: Process and Product, 5e Copyright © 2006

Notes Today p1
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The four parts of the listening process Listening Process Barriers Listening in the Workplace Improving Listening ITW Skillful Listening Ten Misconceptions About Listening Most Irritating Listening Habits Nonverbal Communication
Ch. 3, Slide 2

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Notes Today p2
• Functions of Nonverbal Communication • Forms of Nonverbal Communication • Nonverbal Communication and Perception

Mary Ellen Guffey, Business Communication: ...view middle of the document...

3, Slide 11

Listening in the Workplace
• Listening to superiors
• Listening to colleagues and teammates • Listening to customers

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 12

Listening in the Workplace
Improving Listening in the Workplace
• • • • • • • • • • Stop talking. Control external and internal distractions. Become actively involved. Separate facts from opinions. Identify important facts. Ask clarifying questions. Paraphrase to increase understanding. Capitalize on lag time. Take notes to ensure retention. Be aware of gender differences.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 13

Listening in the Workplace
Skillful Listening to Customers
• Defer judgment. • Pay attention to content (not to appearance, form, or surface issues). • Listen completely. • Listen primarily for the main idea; avoid responding to sidetracking issues. • Do only one thing at a time; listening is a full-time job. • Control your emotions. • Be silent for a moment after the customer finishes. • Make affirming statements and invite additional comments.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 14

Ten Misconceptions About Listening
1. Listening is a matter of intelligence.
Fact: Careful listening is a learned behavior.

2. Speaking is a more important part of the communication process than listening.
Fact: Speaking and listening are equally important.

3. Listening is easy and requires little energy.
Fact: Active listeners undergo the same physiological changes as a person jogging.
Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 15

Ten Misconceptions About Listening
4. Listening is an automatic reflex.
Fact: Listening is a conscious, selective process; hearing is an involuntary act.

5. Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.

6. Hearing ability determines listening ability.
Fact: Listening happens mentally – between the ears.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 16

Ten Misconceptions About Listening
7. Speakers are totally responsible for communication success.
Fact: Communication is a two-way street.

8. Listening is only a matter of understanding a speaker’s words.
Fact: Nonverbal signals also help listeners gain understanding.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 17

Ten Misconceptions About Listening
9. Daily practice eliminates the need for listening training.
Fact: Without effective listening training, most practice merely reinforces negative behaviors.

10. Competence in listening develops naturally.
Fact: Untrained people listen at only 25 percent efficiency.

Mary Ellen Guffey, Business Communication: Process and Product, 5e Ch. 3, Slide 18

Most Irritating Listening Habits
1. Rushing the speaker and...

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