Transcript Professional Communication

Listening in the Workplace
Based on Chapter 4, Goodall and Goodall
Lynne Dahmen
COM 2301: Advanced Speech
Listening…”the process of hearing
and interpreting messages” (99)
Listening Continuum
Informational
Listening
Hearing
Mindless
Self-reflexive
Listening
Critical
Listening
Conscious
Listening
Mindful
Roadblocks to Listening
Noise
 Physical diversions
 Technological diversions

Overcoming Blocks to Hearing

Avoid noisy spaces
Move
 Delay discussion to later time


Adjust space
Move your location in a room
 Change ambiance/temp/light


Be aware of tech. distractions
Give others your full attention
 By honest when you need to delay listening

Other Influences on how we Listen

Cultural differences


Gender


Reporting vs. ‘rapport-ing’
Language differences

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Language, accents, jargon
Even in same language, different lexicon
Communication History

Between speakers, issues of investment
Dysfunctional Communication
Assumes listener as passive receptor
 Assumes talking is more important than
listening.

Overcoming Barriers
Set parameters of time
 Don’t avoid communication due to
previous problems
 Set parameters of subject
 Try to find new sources of information

Critical Listening
“the ability of a listener to deliberate on
what is said by exploring the logic,
reason, and point of view of the
speaker.” (107)
What impacts Critical Listening?
Speaker credibility: is he/she the
appropriate person to speak on the
topic?
 The message: does it have support?
 Motivation: what is the speaker’s
relationship to the topic?

Aspects of Self-reflexive Listening
What do others say about us? Does it
reflect how you want to be seen?
 What are the personal goals of the
speaker?
 How well do you understand the
speaker’s position, attitude or problem?
 Are you sensitive to the communication
style of the speaker?

Aspects of Conscious Listening
Open to the speaker’s ideas/position
 The communication moves a team or
group forward
 Improves relations
 Presents new ideas

Listening in Meetings
Pay attention
 Set a positive example
 Be open and listen for information
 Take good notes
 Review with others or speaker for
clarity/reinforcement
 Follow up as needed

Listening during Conflicts
Step back physically and mentally
 Avoid defensiveness
 Focus on the situation
 Acknowledge differences/conflict
 Listen for areas of compromise
 Avoid escalation/delay conversation
 Recap and show support when possible

Listening to Complaints
Allow the speaker to speak
 Remain neutral
 Be an emphatic listener
 Repeat back the problem for clarity
 Ask for desired results
 Explain your position
 Follow up later

Listening to Chronic Complainers
Acknowledge their feelings
 Be emphatic but focus discussion on
other topics
 Offer positive solutions
 Defer or delay conversation

In class/out of class exercise
Review the group exercise on pages 119-120 of
the book.
Have one member start the work narrative by
reading the scenario on page 120 out loud.
The other members then add to the story.
At home, write a 1-2 page essay about the
experience and how gender, language,
culture, and communication history played a
role in what you heard and how did listening
play a part in the development of the story?
DUE MONDAY