Chapter 16: Listening and Feedback in Organizational Relationships Recall Listening Motivate yourself Be there with your entire body Focus on content;

Chapter 16: Listening and Feedback in Organizational Relationships

Recall Listening Motivate yourself Be there with your entire body Focus on content; not delivery Defer judgment Thought speed Listen for meaning Open-ended questions Take notes

Emphatic Listening Attitude of acceptance Feedback Confirmation & Rejection “Disconfirmation”

Copyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

Recall Listening

Recall listening involves: Receiving the message Attending to the

message Assigning meaning to

the message Remembering the

message


Improve Your Recall Listening

Invite People to Talk Motivate yourself to listen

How motivated are you in most of your work or classroom listening situations?

Can you think of ways other than the ones mentioned in the book to improve your motivation to listen?

Attend with your entire body



Focus on content rather than delivery Defer judgment Take advantage of thought speed

Humans can think at a speed of over 400 words per minute, but most people speak at a rate of 125 words per minute

What can we do to apply our spare thinking time to the message?



Listen for meaning Read the following sentence as a sincere thank

you, and then as an angry accusation

“Thank you so much. I really appreciate what you are doing for me.”

What nonverbal cues indicate the first meaning is sincere and the second is ironic?

Probe with open-ended questions



Take notes Experiments show that the behavioral

involvement necessary for note-taking increases our attention to the message


Empathic Listening

Empathic listening involves: Developing an

attitude of acceptance

Providing feedback

Developing an attitude of acceptances means accepting the emotional dimensions of a message

Providing feedback involves the use of confirmation, rejection, or disconfirmation


Confirmation Confirmation: Accept

the content and emotional elements of the message Direct recognition Agreeing with the

content Endorsing the other’s

emotions/experiences


Rejection Rejection: Validates

the other’s experience but disagrees with the message content Direct recognition Disagreeing with

content Endorsing

emotions/feelings


Disconfirmation Disconfirmation:

Denies a person’s experiences and feelings Avoiding

involvement Tangential/

irrelevant remarks Imperviousness DisqualificationCopyright © 2012, 2009, 2005 Pearson Education, Inc. All rights reserved.

Documents

Chapter 16: Listening and Feedback in Organizational Relationships Recall Listening Motivate yourself Be there with your entire body Focus on content;