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Unformatted text preview: Perception & Strategic Business Communication (Paying Attention to Others) Today we will……………
Introduce you to active listening Provide you with active listening techniques Place you in a variety of situations which will heighten your self-awareness and perceptual skills Listening Listening makes up 45-53% of our communication.
Speaking Reading Writing Listening Hearing
A physiological activity that occurs when sound waves hit our eardrums Mindful – a Zen Buddhist concept that refers
to being fully present in the moment Eyes Ears Heart Chinese character: Listening Nonlistening
Pseudolistening – pretending to listen Monopolizing – focusing attention on yourself rather than the person speaking Selective listening – screening out parts of messages that you are not interested in or with which you disagree Empathetic/Active Listening
Understand the other person’s perspective via listening Be mindful Suspend judgment Express support Active Listening Techniques Paraphrasing
Paraphrasing = a method of clarifying others’ meaning by reflecting our interpretations back to them – It sounds as if you think… – You seem…. – Let me see if I followed you. What you’re saying is that… A fundamental active listening technique Common in meetings, clarifying instructions Give your opinion, pro or con, about whether you think the L.A. real estate slump will turn around within the next year or two. (You may choose another topic) Active Listening: Paraphrasing during a Real Estate Dialogue Talk for a short period, then let your partner paraphrase. Then talk again for a short period, and let your partner paraphrase again. In total, talk for about 2-3 minutes. As you go deeper into your talk, you might want to talk a bit longer before stopping, thus making paraphrasing more challenging. If your partner is incorrect in his/her paraphrasing, correct him/her. A few ideas for your argument are as follows…. Active Listening: Ideas for Real Estate Dialogue
(-) Prices disconnected from fundamentals. House prices are still far beyond any generally accepted relationship to rents or salaries. Salaries cannot cover mortgages except in the very short term, by using adjustable interest-only loans. (-) Rents are increasing, mortgages are relatively low, but are more difficult to get. If you get them they’re still disproportionately higher than rents. (+) The flood of risky “home equity loans” has contributed to growing numbers of foreclosures (+) As prices drop, speculators will come back to the market. (+) Demand for new housing is declining. (+) Historically safer than other investment vehicles (+) Under - supply of housing/scarcity of land More Active Listening Techniques
Parroting – repeat word-for-word without the use of notes (skill builder only; though good for directions) Leaning forward Maintaining eye contact – Pupil dilation Eliminating distractions Not interrupting “Matching” More Active Listening Techniques (Cont.)
Asking questions (for clarification, checking feelings, etc.) – How do you feel about that? – What do you plan to do? – How are you dealing with it? – Could you explain what you meant by…? – Can you clarify the distinction between….? – Does this mean that….? More Active Listening Techniques
Express support and gently encourage elaboration (“minimal encouragers”)
– Really?; Go on; I’m with you; So, what happened?; Tell me more; I see.. – Minimal encouragers show we are listening, following, and interested Use an appropriate tone of voice Avoid hasty judgments/cutting off person Concentrate on the other person Don’t “direct” to your opinion Adding examples (Do you mean….?) Still More Active Listening Techniques
Don’t focus on what YOU are going to say in response Use reflective feeling techniques – You sound….enthusiastic, excited, ambivalent, annoyed, frustrated, fed up, apprehensive, concerned, etc.) Active Listening “Triad Activity”
In 3s, you will: – Practice parroting – Practice paraphrasing Practice reflecting feelings – And Practice minimal encouragers Practice using voice tone and gestures Etc. See topic list and guidelines End Active Listening Lesson Optional Active Listening Activities Follow Active Listening “Ranking Activity”
For the next ten minutes, you and another member of the class take turns describing what you find important in a work environment. Some of your ideas might include: – Salary - Interesting work – Benefits - Job security – Loyalty of company to employees – Sensitivity of management to personal problems – Etc. - Etc. Practice active listening techniques. Each of you should ask follow-up questions of the other. Try to come up with about ten factors of varying importance (e.g., “really important” to “kind of important”). Active Listening “Ranking Activity” (Cont.)
First, each of you take out a piece of paper and rank (1 least important; 10 most important) the ten factors that are most important to YOU in a work environment. Do NOT talk with your partner. Next, rank the ten factors that you feel are most important to YOUR PARTNER in a work environment. Compare your answers – were you listening or not? ...
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- Spring '07