Chapter 3 - Listening, team communication, and difficult conversations. When you finish this chapter, you should: Describe and evaluate the process of active listening, explain and evaluate barriers to effective listening an common types of non-listening behaviors, describe the elements of questions that enhance listening and learning. | Chapter Three Listening, Team Communication, and Difficult Conversations McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives Describe and evaluate the process of active listening. Explain and evaluate barriers to effective listening an common types of non-listening behaviors. Describe the elements of questions that enhance listening and learning. Learning Objectives (cont.) Explain the principles of team communication in high-performing teams. Describe and demonstrate approaches to planning, running, and following up on meetings. Explain basic principles for handling difficult conversations. Engaging in Active Listening Active listening “a person’s willingness and ability to hear and understand.” Holding Judgment Learner statements, show your commitment to hearing people out Judger statements, show you are closed off to hearing people out, shut down honest conversations . | Chapter Three Listening, Team Communication, and Difficult Conversations McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. Learning Objectives Describe and evaluate the process of active listening. Explain and evaluate barriers to effective listening an common types of non-listening behaviors. Describe the elements of questions that enhance listening and learning. Learning Objectives (cont.) Explain the principles of team communication in high-performing teams. Describe and demonstrate approaches to planning, running, and following up on meetings. Explain basic principles for handling difficult conversations. Engaging in Active Listening Active listening “a person’s willingness and ability to hear and understand.” Holding Judgment Learner statements, show your commitment to hearing people out Judger statements, show you are closed off to hearing people out, shut down honest conversations Judger Statements vs. Learner Statements Table Summarizing and Sharing The goal of summarizing is to restate major themes so that you can make sense of the big issues from the perspective of the other person Active listening also involves expressing your own perspectives and feelings. Defensive and Non-defensive Replies Figure Asking the Right Questions A crucial skill is the ability to ask the right questions Good questions reflect the learner mind-set, and poor questions reflect a judger mind-set Table Types of Effective Questions Table Stages of Development in High-Performance Teams Forming stage team members focus on gaining acceptance and avoiding conflict Storming stage team members open up with their competing ideas about how the team should approach work Stages of Development in High-Performance Teams Norming stage the team arrives at a work plan, including the roles, goals, and accountabilities Performing stage teams operate efficiently .
