chapter8 listening and feedback.ppt

Guo Zhiwen (C) Copyright 2002 CHAPTER 8 Listening and Feedback Chapter Focus In this chapter you will learn: The benefits of better listening An inventory of poor listening habits Developing good listening habits Guidelines for constructive feedback Knowing how to give effective feedback How Our Time is Spent Communicating 45% of our day is spent listening 30% of our day is spent speaking 16% of our day is spent reading 9% of our day is spent writing Listening is Hard Work It is characterized by faster heart action, quicker circulation of the blood, and a small rise in bodily temperature. The average American adult listens at an efficiency rate of 25%. Listening is a process that includes hearing, attending to, understanding, evaluating, and responding to spoken messages. 倾 听 所谓倾听，就是用耳听，用眼睛观察，用嘴提问，用脑思考，用心灵感受。换句话说，倾听就是对信息进行积极主动的搜寻的行为。 “洗耳恭听”就是倾听的一种表现！ “听君一席话，胜读十年书” 倾听的五位一体法则—— 经典管理故事分享与感悟　 感 悟 　　　最有价值的人，不一定是最能说的人，老天给我们两只耳朵一个嘴巴，本来就是让我们多听少说的。 　　　善于倾听，才是成熟的人最基本素质。 听Vs倾听 听： 耳朵接受响声的行为； 只有声音，没有信息； 被动的、无意识的行为； 主要取决于客观。 倾听： 不仅获得信息,而且更加了解我们自己及我们的思维的途径； 需要技巧和实践； 积极的和有意识的行为； 主要取决于主观意识。 Why Aren’t People Better Listeners? We’re always in a hurry; good listening takes time. People think listening is boring; they had rather talk. We’re conditioned to listen passively, not actively, because of TV and radio. Why Listen? Poor listening results in millions of little time-wasting mistakes a day: wrong telephone number, wrong coffee order, etc. Poor listening can cause liability lawsuits. Listening is the central skill in estab-lishing and maintaining interpersonal relationships. The Benefits of Better Listening---1 Increased knowledge; Job success; Improved interpersonal relations; Self-protection Listening demonstrates acceptance Listening promotes problem-solving abilities The Benefits of Better Listening---2 Listening increases the speaker’s receptiveness to the thoughts and ideas of others. Listening increases the self-esteem of the other p