Includes information from Guffey Ch 3
The “Cool Hand Luke” Theory of Project
Communication
Which of the barriers to effective listening is a particular challenge for you?
Which of the techniques listed to improve listening skills do you think will help you with this challenge?
1.
Listening is an automatic reflex.
Fact: Listening is a conscious, selective process; hearing is an involuntary act.
2.
Competence in listening develops naturally.
Fact: Untrained people listen at only 25% efficiency
(most practice merely reinforces bad habits).
3.
Speakers are able to command listening.
Fact: Speakers cannot make a person really listen.
4.
Speakers are totally responsible for communication success.
Fact: Communication is a two-way street.
Active Listening Behaviors
Source: Based on P.L. Hunsaker, Training in Management
Skills (Upper Saddle River, NJ: Prentice Hall, 2001).
Exhibit 11.3
Listening by Type
(Type Reporter Sept 2007)
E
I
N
S
F
Old listening to-do list:
• Think about what you're going to say next
• Think your own thoughts while they talk
• Get distracted by connections to other ideas
• Get distracted by sights and sounds
• Argue with the way they treat people or keep your mouth shut for the sake of peace
T • Try to talk them out of their feelings
P • Resent not being listened to
J • Try to solve their problem
New listening to-do list:
• Think about what they're saying
• Ask yourself if you fully understand what they're telling you
• Stay connected to their words
• Look at them and look interested
• Tell them your personal experiences with being treated that way
• Let them know you understand their feelings
• Let them know you need to be listened to
• Let them know you understand that they have a problem
Communication Chain
Give an example of when a verbal and nonverbal message disagreed, which message did you consider to be more truthful?
Judging faces
Body language conveys:
1.
How much you like someone
2.
How interested you are in their views
3.
Relative perceived status
93% of communication is non-verbal
Visual (body language)
Tactile (use of touch)
Vocal (tone)
Use of time, space, image
Arriving late
Invading space, office set-up
Clothing, physical appearance
Impact of cultural differences in non-verbal communication:
Video: Silent Meeting Repetition/ complimentary
Substitution for verbal/written
Contradictory
Urinal Game
Method of delivery
Kind of stationary
Typeface
Format
Technical correctness
Accessibility (bullets, highlighting, etc.)
End