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University of Southern MaineDigital [email protected]Theses & DissertationsStudent Scholarship2011The Importance of Effective Listening Skills:Implications for the Workplace and Dealing withDifficult PeopleAmy Ogrodnik SullivanUniversity of Southern MaineFollow this and additional works at:Part of theArts and Humanities CommonsThis Thesis is brought to you for free and open access by the Student Scholarship at Digital [email protected] It has been accepted for inclusion inTheses & Dissertations by an authorized administrator of Digital [email protected] For more information, please contact[email protected].Recommended CitationSullivan, Amy Ogrodnik, "The Importance of Effective Listening Skills: Implications for the Workplace and Dealing with DifficultPeople" (2011).Theses & Dissertations.Paper 11.
i THE IMPORTANCE OF EFFECTIVE LISTENING SKILLS:IMPLICATIONS FOR THE WORKPLACE AND DEALING WITH DIFFICULT PEOPLEATHESISSUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTSFOR THE DEGREE OF MASTER OF ARTS UNIVERSITY OF SOUTHERN MAINEMASTERS DEGREE IN LEADERSHIP STUDIESBYAMY OGRODNIK SULLIVAN2011
ii ACKNOWLEDGEMENTSThank you to all who have supported me, offered me guidance and leadership to complete my thesis and my four-year process of earning my Master’s Degree in Leadership Studies. I am grateful for your contributions to my growth as a person (friend, colleague, and student) and as a future leader: Kate Arno Maureen Baker Jean Bessette Angela Bordeaux Joyce Bucciantini Tara Coste Allyson Dean Carmen Dorsey Marvin Druker Meredith Dunn Laura Dyer Lowell Habel Barbara Hart Christy Hammer Rebecca Johnson Patrick Kennedy Heidi Krieger Sky Kwasnick Jennifer Pratt Sue Reed Kris Sahonchik Lyn Smith Kathy Tombarelli Suzanne Turner Betty Robinson Sharon Timberlake Elizabeth Turesky Blake Whitaker I give special thanks to my family for their love, encouragement and patience. I am honored to be able to follow your lead: Elaine Ogrodnik & Robert Billings Richard & Kathryn Ogrodnik Anna, Chris, Kyle & Alexa Brown Paul, Christine, & Timothy Sullivan and to my unconditionally-loving feline pal and study-buddy, Purrl, thank you for fur-ever following my lead.
iii DEDICATIONThis thesis is dedicated to the late Patrick Sullivan. You will always be my guiding light and inspiration. From you I learned the true meaning of life and leadership: positive attitude, ability to take risks, creativity, effective listening, and teamwork. Like I started my journey in the Leadership Studies program by quoting you in my very first paper, my leadership autobiography, I will also quote you in this very last thesis paper, as I finish this journey: “Not with that attitude!” and “Never say you can’t!” ~Patrick Sullivan along with one of my all-time favorite quotes, which embodies how you lived your too short life: “And in the end, it’s not the years in your life that count.

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