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Business Communication: Building Critical Skills
Kitty O. Locker, Ohio State University
Steven Kyo Kaczmarek, Columbus State Community College
Kathryn Braun, Sheridan College
Listening

E-Learning Session

  1. What do good listeners do? They consciously follow four practices.
    1. Pay attention.
    2. Focus on the other speakers in a generous way.
    3. Avoid making assumptions.
    4. Listen for feelings as well as facts.
      • CONCEPT CHECK True or False: In general, people are good listeners, so there's no reason to spend a lot of time trying to improve your skills. CONCEPT CHECK
  2. What is active listening? Feeding back the literal meaning, the emotional content, or both.
    1. Use active listening to demonstrate that you've heard and understood a speaker. TRANSPARENCY MASTER
    2. Active listening takes time and energy-even people who are skilled listeners can do it all the time.
    3. CONCEPT CHECK True or False: Paraphrasing in not a form of active listening, though summarizing is. CONCEPT CHECK
    4. Blocking responses create problems in listening. TRANSPARENCY MASTER
  3. How do I show people that I'm listening to them? Acknowledge their comments in words, nonverbal symbols, and actions.
    1. Use acknowledgement responses.
    2. Responses can differ according to culture.
      • Mainstream U.S. culture shows attention and involvement by making eye contact, leaning forward, and making acknowledgement responses.
        1. CONCEPT CHECK True or False: Use the same acknowledgement responses with all audiences. CONCEPT CHECK
  4. Can I use these techniques if I really disagree with someone? Yes!
    1. Most of us do our worst listening when we are in highly charged emotional situations.
    2. At minimum, good listening enables you to find out why your opponent objects to the programs or ideas you support.
    3. Good listening is critical when you are criticized, especially by your boss.
    4. Good listening can also
      • Show people you're taking them seriously.
      • Show people that you respect them.
      • Encourage them, in turn, to respect you.
  5. Go to the Self-Quizzes section if you would like to test your understanding of this module.




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