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Lecture Business communication design (2/e): Chapter 4 - Pamela A. Angell

Chapter 4 - Listening: A silent hero. The following will be discussed in this chapter: Are you listening? Active listening in business, passive listening in business, listening liabilities. | 2/e P P T 4 Listening: A Silent Hero McGraw-Hill/Irwin Are You Listening? Some professionals spend most of their working day listening to customers. © Keith Brofsky/Getty Images Are You Listening? Is Anybody Really Listening? Hearing involuntary physiological process of receiving sound waves through receptors in the ear that transmit them to the brain Listening active process of selecting, attending to, interpreting, and remembering sounds What’s the Difference Between Hearing and Listening? Are You Listening? FIGURE 4.1 Profile of Business Communication Skills Are You Listening? FIGURE 4.2 Listening Active Listening in Business Active listening intrapersonal and interactive process in which we actively focus on, interpret, and respond verbally and nonverbally to messages Listening to Learn focusing on, interpreting, and remembering information Active Listening in Business Practice Listening to Learn Prepare yourself to listen actively Interpret message meaning & support memory . | 2/e P P T 4 Listening: A Silent Hero McGraw-Hill/Irwin Are You Listening? Some professionals spend most of their working day listening to customers. © Keith Brofsky/Getty Images Are You Listening? Is Anybody Really Listening? Hearing involuntary physiological process of receiving sound waves through receptors in the ear that transmit them to the brain Listening active process of selecting, attending to, interpreting, and remembering sounds What’s the Difference Between Hearing and Listening? Are You Listening? FIGURE 4.1 Profile of Business Communication Skills Are You Listening? FIGURE 4.2 Listening Active Listening in Business Active listening intrapersonal and interactive process in which we actively focus on, interpret, and respond verbally and nonverbally to messages Listening to Learn focusing on, interpreting, and remembering information Active Listening in Business Practice Listening to Learn Prepare yourself to listen actively Interpret message meaning & support memory Withhold judgment Outline message Take notes Mentally summarize information Ask questions Practice listening to challenging material Active Listening in Business Critical listening requires that you evaluate and analyze information in order to make a decision. © Royalty-Free/CORBIS Active Listening in Business Critical Listening making assessments and decisions about what you hear Sensitive Listening supportive and nonjudgmental; it demonstrates empathy toward others when they share their thoughts and feelings Active Listening in Business Practice Sensitive Listening Take time to listen. Empathize with the speaker. Let the speaker vent. Withhold judgment and criticism. Avoid downgrading. Don’t offer advice or try to solve the problem. Demonstrate supportive verbal & nonverbal feedback. Active Listening in Business Dialogue Listening used to identify, share, and explore other people’s meanings and perspectives in an open group dialogue Practice Listening in Business Groups Prepare for