Module 7: Listening and Responding

by O’Rourke, James S.; Collins, Sandra D.

• ISBN13: 9780324301670
• ISBN10: 0324301677
• Edition: 1st
• Format: Paperback
• Copyright: 2005-09-06
• Publisher: South-Western College Pub

Summary

This text, written by Sandra D. Collins, explores how successful companies and effective managers use listening as a strategic communication tool at all levels of the organization. Common barriers to listening, including culture, perceptions, and personal agendas are discussed, and strategies for overcoming them are offered. Examples of how organizations have used listening techniques to resolve conflicts, build relationships with clients and employees, and adapt to maintain a competitive edge are discussed. Self-analysis questions, presented throughout the text, target interpersonal listening skills, while case studies and role plays demonstrate the application of listening strategies in the organizational environment.

Table of Contents

Foreword	viii
Introduction	xi
Listening	1	(20)
Why a Book on Listening?	1	(3)
Failing to Harness the Power of Listening	4	(1)
The Power to Accomplish Goals by Listening	4	(4)
Managerial Goals	5	(1)
Organizational Goals	5	(3)
Defining the Listening Process	8	(4)
Defining Communication	8	(2)
Defining Listening	10	(2)
Defining Effective Listening for Individuals and Organizations	12	(2)
Levels of Listening	14	(3)
Discussion Questions	17	(2)
Self-Assessment	17	(1)
Assessment of Your Listening Skills for Another to Complete	18	(1)
Endnotes	19	(2)
Listening Barriers	21	(29)
Barriers to Paying Attention	22	(5)
Self-Focus Barriers to Attention	23	(1)
Listening Energy and Attention	24	(2)
Other Attention Problems	26	(1)
Barriers to Interpretation	27	(13)
Interpreting Verbal Communication	28	(3)
Interpreting Nonverbal Cues	31	(3)
Cultural Differences and Interpretation	34	(2)
Gender and Interpretation	36	(4)
Other Difficulties with Interpretation	40	(1)
Memory Barriers	40	(3)
Memory Systems	40	(2)
Memory Failures	42	(1)
Feedback as a Listening Barrier	43	(1)
Suggestions for Overcoming General Listening Barriers	43	(4)
Determine a Listening Objective	45	(1)
Consider What Might Affect Your Motivation and Ability to Listen	45	(2)
Discussion Questions	47	(1)
Endnotes	47	(3)
Special Listening Opportunities	50	(30)
Listening to Learn	50	(6)
Taking Notes	53	(1)
Skilled Questioning	54	(2)
Listening to Persuasive Messages	56	(10)
Detecting Deception	64	(2)
Listening to Conflict	66	(7)
Common Pitfalls to Avoid When Listening to Conflicts	68	(2)
Preparing to Listen to Conflict	70	(3)
Listening to Develop Others	73	(4)
Listening Nonjudgmentally	74	(1)
Listening Empathically	75	(2)
Discussion Questions	77	(1)
Endnotes	78	(2)
The Listening Organization	80	(23)
Determining How Well Your Organization Listens	82	(1)
Listening to Learn from Employees	83	(2)
Developing Employees through Listening	85	(2)
Listening to Learn from Customers	87	(6)
Using Surveys	88	(1)
Using Focus Groups	89	(1)
Using Other Techniques	90	(3)
Listening in Teams	93	(4)
Appreciate Differences	93	(1)
Be Sure That Goals Are Clear	94	(1)
Assign Team Roles	94	(1)
Encourage More Listening Before Acting	94	(1)
Set Some Ground Rules	95	(2)
Listening to Conflict at the Organizational Level	97	(3)
Listening to Employee Conflicts	97	(1)
Listening to Conflicts with Management	98	(2)
Discussion Questions	100	(1)
Endnotes	101	(2)
APPENDIX A Cases	103	(12)
Amazon Marketplace: It's a Jungle Out There	103	(4)
Kmart Corporation: A Retailer's Dilemma	107	(3)
Smart Art: Who's Listening to the Customer?	110	(4)
Endnotes	114	(1)
Index	115