Bài giảng Quản trị kinh doanh - Listening: A silent hero

2/ePPT 4Listening:A Silent HeroMcGraw-Hill/IrwinAre You Listening?Some professionals spend most of their working day listening to customers.© Keith Brofsky/Getty ImagesAre You Listening?Is Anybody Really Listening?Hearinginvoluntary physiological process of receiving sound waves through receptors in the ear that transmit them to the brainListeningactive process of selecting, attending to, interpreting, and remembering soundsWhat’s the Difference Between Hearing and Listening?Are You Listening?FIGURE 4.1 Profile of Business Communication SkillsAre You Listening?FIGURE 4.2 ListeningActive Listening in BusinessActive listeningintrapersonal and interactive process in which we actively focus on, interpret, and respond verbally and nonverbally to messages Listening to Learnfocusing on, interpreting, and remembering informationActive Listening in BusinessPractice Listening to LearnPrepare yourself to listen activelyInterpret message meaning & support memoryWithhold judgmentOutline messageTake notesMentally summarize informationAsk questionsPractice listening to challenging materialActive Listening in BusinessCritical listening requires that you evaluate and analyze information in order to make a decision.© Royalty-Free/CORBISActive Listening in Business Critical Listeningmaking assessments and decisions about what you hear Sensitive Listeningsupportive and nonjudgmental; it demonstrates empathy toward others when they share their thoughts and feelingsActive Listening in BusinessPractice Sensitive ListeningTake time to listen.Empathize with the speaker.Let the speaker vent.Withhold judgment and criticism. Avoid downgrading.Don’t offer advice or try to solve the problem.Demonstrate supportive verbal & nonverbal feedback.Active Listening in Business Dialogue Listeningused to identify, share, and explore other people’s meanings and perspectives in an open group dialoguePractice Listening in Business GroupsPrepare for listening in advanceDuring the meetingActive Listening in BusinessListening Self-Assessmenttend to daydream or change the topicmentally or verbally paraphrasetend to interruptask the speaker questionsoften divert my eye gaze awayActive Listening in BusinessListening Self-Assessment (continued)ask for clarificationtend to think about what I want to saylisten to everythingfind myself fidgetingavoid internal and external distractionsActive Listening in BusinessListening Self-Assessment (continued)think about other unrelated thingsexhibit nonverbal cuesverbally complete the speaker’s sentencestake notesjump in to offer my opinion or a solutionPassive Listening in BusinessPassive listeningabsorption of sounds without the personal involvement necessary for active attention, interpretation, or feedbackListening for PleasurePassive Listening in BusinessCasual ListeningConversational casual listeninginterpersonal listening that occurs among two or more people in a social settingPolite casual listeningpassive because the listener may not be interested in the topic and does not participate in the interactionI’m Not ListeningToo Busy with Wireless to ListenNot listeningwhen we tune messages outMore and more companies are cracking down on the use of cell phones and hand-held devices, which can distract listeners during meetings.© Ronnie Kaufman/CORBISListening LiabilitiesExternal NoiseInternal Noise1. Preoccupation2. Self-centered listening3. Focusing exclusively on facts4. Daydreaming5. Resist asking important questionsListening LiabilitiesMessage NoiseEmotionally charged words can interferePerceived as uninteresting or challengingPreconceived ideas and prejudicesListening LiabilitiesChannel DeficienciesCultural BarriersAccentsMen and women?Questions