Chapter 3 Assignment - or if a listener doesn’t possess a...

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Chapter 3 Assignment - Listening Complications List the questions and provide answers to the following questions: 1. How do hearing or listening differ? You can hear someone speak without listening to the words. Hearing defines only the physical measurement of the sound waves that are transmitted to the ear and into the brain where they are processed into audible information. Hearing occurs with or without your consent. Listening goes far beyond your natural hearing process. It means paying attention to the words that are being spoken with the intention of understanding the other person. Your personal perceptions and prejudices can affect the quality of your listening skills. 2. What are three major elements that complicate listening? Give customer service-related examples of each. The three major elements that complicate listening process are internal elements, environmental elements, and interactional elements. Internal elements is complicate listening occur if words or anything said is not received by a hearer,
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Unformatted text preview: or if a listener doesn’t possess a set of meaning of what they heard. Environment elements may impact our individual ability to listen are our individual listening capacity, the presence of noise, and the use of misuse of gatekeepers. Interactional elements are divided into two psychological elements, self centeredness such as just using our own point of view and my cause complications during listening process. Self protection is actually creating an anticipated conversation in our own mind. Self-centeredness and self protection make up how the complications of interactional elements affect a listening process. 3. What is the "cocktail party effect?" What can you do to minimize this effect when dealing with a customer? The cocktail party effect is several conversations going on at the same time. To minimize the effect I would make a conscious effect to listen to what the customer is trying to tell me....
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