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chapter7 listening and feedback 管理沟通(案例分析法)MBA精选教材
Guo Zhiwen (C) Copyright 2002 CHAPTER 6 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. 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 person. Listening helps you overcome self-consciousness. An Inventory of Poor Listening Habits---1 Being preoccupied with talking, not listening. Calling the subject uninteresting. Letting bias or prejudice distort the messages you hear. Oversimplifying answers or explanations. An Inventory of Poor Listening Habits---2 Yielding to externa
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