Listening倾听课件.ppt

EFFECTIVELISTENING J S O Rourke UniversityofNotreDame Copyright 2010PearsonEducation Inc PublishingasPrenticeHall LISTENING Thereisasubstantialdifferencebetweenhearingandlistening Hearingismerelyaninvoluntaryphysicalresponsetotheenvironment Listening ontheotherhandisasophisticatedcommunicationskillwhichcanbemasteredonlywithconsiderablepractice Youcanlearntobeaneffective capablelistenerbyusingthetechniqueswe llreview Copyright 2010PearsonEducation Inc PublishingasPrenticeHall WhyListeningMatters Bytakingresponsibilityforsuccessfulcommunicationthroughactiveandreflectivelistening youcanbecomemoresuccessfulatthoseactivitiesthatdependoncommunication includingyourpersonalandprofessionallife Copyright 2010PearsonEducation Inc PublishingasPrenticeHall HowWellDoYouListen Rateyourselfasalistener Howwouldyoursubordinatesrateyou Howaboutyourpeers Copyright 2010PearsonEducation Inc PublishingasPrenticeHall HowWellDoYouListen Howwouldyourbossrateyou Whatwouldyoursignificantothersay Howwouldyourbestfriendrateyou Copyright 2010PearsonEducation Inc PublishingasPrenticeHall WhyListen Theaveragepersonspendsabout70percentofeachdayengagedinsometypeofcommunication Ofthattime 45percentisspentlistening 30percentspeaking 16percentreading andonly9percentwriting Copyright 2010PearsonEducation Inc PublishingasPrenticeHall WhyListen Listeningdemonstratesacceptance Listeningpromotesproblem solvingabilities Listeningcanincreaseaspeaker sreceptivenesstotheideasofothers Copyright 2010PearsonEducation Inc PublishingasPrenticeHall WhyListen Listeningdemonstratesacceptance Listeningincreasestheself esteemoftheotherperson Listeninghelpsyouovercomeself consciousnessandself centeredness Listeningcanhelptopreventhead onemotionalcollisions Copyright 2010PearsonEducation Inc PublishingasPrenticeHall IneffectiveListeningHabits Dr RalphNicholshasdiscoveredthatmanyofusemployineffectivelisteninghabitsthatinterferewithlearning Callingthesubjectuninteresting Criticizingthespeaker sdelivery Gettingover stimulated Listeningonlyforthefacts Copyright 2010PearsonEducation Inc PublishingasPrenticeHall IneffectiveListeningHabits Tryingtomakeanoutlineofeverythingwehear Fakingattentiontothespeaker Toleratingorcreatingdistractions Copyright 2010PearsonEducation Inc PublishingasPrenticeHall IneffectiveListeningHabits Avoidingdifficult expositoryortechnicalmaterial Lettingemotion ladenwordsthrowusoffthetrack Wastingthedifferentialbetweenspeechspeedandthoughtspeed Copyright 2010PearsonEducation Inc PublishingasPrenticeHall DevelopingGoodListeningHabits ResearchersattheUnisysCorporationhaveidentifiedwaysinwhichyoucanreviewyourineffectivehabits identifythoseyoushouldreplace andsubstitutemoreeffectivestrategiesforlistening learning andremembering They veidentified infact 18habitsyoumaywishtoconsiderforyourowninventoryofcommunicationskills Copyright 2010PearsonEducation Inc PublishingasPrenticeHall DevelopingGoodListeningHabits Stoptalking Oneconversationatatime Empathizewiththepersonspeaking Askquestions Don tinterrupt Copyright 2010PearsonEducation Inc PublishingasPrenticeHall DevelopingGoodListeningHabits Showinterest Giveyourundividedattention Don tjumptoconclusions Avoiddistractions Evaluatefactsandevidence Copyright 2010PearsonEducation Inc PublishingasPrenticeHall DevelopingGoodListeningHabits Recognizeyourownbiasesandprejudices Don targuementally Reacttoideas nottothespeaker Don twasteyourthought poweradvantage Wishingdoesn tmakeitso Copyright 2010PearsonEducation Inc PublishingasPrenticeHall DevelopingGoodListeningHabits Listenforwhatisnotsaid Listentohowsomethingissaid And mostimportant sharetheresponsibilityforcommunicationsuccess Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ActiveListeningIsASkill Fostercatharsis Encouragesthespeakertobelessafraidofnegativefeelings Promotearelationshipofwarmthbetweenspeakerandlistener Promoteproblem solvinginthespeaker Increasethespeaker sreceptivenesstotheideasandthoughtsofothers Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ActiveListeningSkills ParaphrasingReflectingmeaningReflectingfeelingsReflectingconclusions Copyright 2010PearsonEducation Inc PublishingasPrenticeHall HowCanIImproveMyListeningHabits ProfessorJamesJ Floydhassuggestedasystemforimprovingthewaysinwhichwelistentotherestoftheworld Thefirstphaseinvolvesfoursteps Reviewyourlisteninginventory goodandbadhabits Recognizeyourundesirablelisteninghabits Copyright 2010PearsonEducation Inc PublishingasPrenticeHall HowCanIImproveMyListeningHabits Refusetotolerateundesirableorineffectivehabits Replaceundesirablehabitswitheffectiveones Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImproveYourAbilityToPayAttention Resistthetemptationtodaydream Reduceenvironmentaldistraction Ignoreinternal self generated distractions Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImproveYourAbilityToPayAttention Refusetobedistractedbyspeakerappearanceormannerisms Repeatedlyremindyourselftofocusonthemessage Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingTheNon VerbalDimensionofListening Don tunderestimatethedifficultyofinterpretingnon verbalmessages Considercontext non verbalbehaviormayhavedifferentmeaningsindifferentcontexts Interpretverbalandnon verbalcommunicationsimultaneously Solicitfeedback Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingTheVerbalDimensionofListening Increaseyourverbalexperienceandexpertise Avoidstereotyping Studyandconsiderverbalcontexttointerpretmeaning Setasidethebiasesandemotions butdon tignorethem Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingTheVerbalDimensionofListening Overcomethefearoffailure Don trefusetotry Don tbelittlethesituation Don tloweryourgoals Don tlookforeasylisteningsituations Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingTheAnalyticDimensionsofListening Distinguishbetweenfactualandnon factualsupportmaterial Applythevarioustestsforfactualsupport Evaluatetheappropriatenessofspeakers useofnon factualsupport Understandtherelationshipbetweensupportandreasoning Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingTheAnalyticDimensionsofListening Applythevarioustestsforreasoning Monitorethicalandunethicalusesofpropaganda Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingYourAbilityToListenEmpathically Strivetodevelopapositive caringattitude Applydialogicprinciplestoyourlisteninginavarietyofsituations Reduceoreliminatemonologictendenciesinyourlistening Copyright 2010PearsonEducation Inc PublishingasPrenticeHall ImprovingYourAbilityToListenEmpathically Avoidthetendencytotalkratherthanlisten Resistthetemptationtojudgeorgiveadvice Providefeedbackwhichwillencouragefurthercommunication Copyright 2010PearsonEducation Inc PublishingasPrenticeHall GuidelinesforConstructiveFeedback AcknowledgetheNeedforFeedback GiveBothPositiveandNegativeFeedback Copyright 2010PearsonEducation Inc PublishingasPrenticeHall GuidelinesforConstructiveFeedback KnowWhentoGiveFeedback KnowHowtoGiveFeedback Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingWhenNottoGiveFeedback Youdon tknowmuchaboutthecircumstancesofthebehavior Youdon tcareaboutthepersonorwillnotbearoundlongenoughtofollowupontheaftermathofyourfeedback Hit and runfeedbackisnotfair Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingWhenNottoGiveFeedback Theotherpersonseemlowinself esteem Youarelowinself esteem Thefeedback positiveornegative isaboutsomethingthepersonhasnopowertochange Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingWhenNottoGiveFeedback Yourpurposeisnotreallyimprovement buttoputsomeoneonthespot gotcha ordemonstratehowsmartorhowmuchmoreresponsibleyouare Thetime place orcircumstancesareinappropriate forexample inthepresenceofacustomer Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingHowtoGiveEffectiveFeedback BeDescriptive Don tUseLabels Don tExaggerate Don tbeJudgmental Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingHowtoGiveEffectiveFeedback SpeakforYourself TalkfirstaboutYourself NotabouttheOtherPerson PhrasetheIssueasaStatement NotasaQuestion Copyright 2010PearsonEducation Inc PublishingasPrenticeHall KnowingHowtoGiveEffectiveFeedback RestrictYourFeedbacktoThingsyouKnowforCertain HelpPeopleHearandAcceptYourComplimentsWhenGivingPositiveFeedback Copyright 2010PearsonEduca