Effective Listening Skills

by James, Art; Kratz, Dennis

• ISBN13: 9780786301225
• ISBN10: 0786301228
• Edition: 1st
• Format: Paperback
• Copyright: 1995-04-22
• Publisher: McGraw-Hill Education

Summary

Covers the essential listening skills everyone needs to succeed in business including a basic understanding of the communication process, giving and receiving feedback, screening out distractions, listening critically for information and evidence, and being open, interested, and attentive.

Table of Contents

Preface	v
Self-Assessment	xv
The Basics of Listening	1	(18)
What Is Listening?	2	(1)
Why Is Listening Important?	3	(1)
Building a Communication Model	4	(4)
Three Principles of Communication	8	(1)
A Four-Phase Model of Listening	8	(2)
Five Types of Listening	10	(9)
Giving and Getting Feedback	19	(14)
What Is Feedback?	20	(1)
Rethinking the Model	21	(1)
Feedback without Words	21	(3)
Directive Feedback	24	(1)
Nondirective Feedback	25	(2)
Using Questions as Feedback	27	(3)
Why Ask Questions?	30	(3)
Noise Pollution	33	(12)
What Is Noise?	34	(1)
External Noise	34	(3)
Internal Noise	37	(8)
Listening to Learn	45	(16)
Listening for Information	46	(2)
Formal and Informal Listening	48	(1)
Reaching Your Goal	49	(1)
A Learning Attitude	50	(2)
Note Taking	52	(3)
Listening Is Interactive	55	(1)
Do You Listen as You Talk?	56	(5)
Listening to Decide	61	(14)
Understanding before Deciding	62	(1)
Assertions and Claims	62	(3)
Fair Play or Manipulation?	65	(1)
Warning Signs	66	(5)
The Structure of Persuasion	71	(2)
Remember: The Listener Decides	73	(2)
Listening to Enable	75	(15)
What Is Empathy?	76	(1)
Emotions Equal Messages	77	(1)
Two Big Don'ts	78	(1)
Keep Your Goal in Mind	78	(1)
Affirm, Understand, Endorse, Enable	79	(5)
Listening to Emotions	84	(1)
Using Your Knowledge	85	(3)
A Final Note	88	(2)
Post-Test	90