LISTENING Flashcards
- What is listening?
Listening is the ability to accurately receive and interpret messages in the communication process. It involves receiving, understanding, evaluating, remembering, and responding to what is heard.
- Why is listening important in business?
Helps gain information
Motivates employees
Reduces conflict
Improves communication effectiveness
- What is the purpose of listening?
Focus on messages without distractions
Gain a full understanding of the speaker’s point of view
Critically assess information
Observe non-verbal cues
Show interest, concern, and concentration
- What are four key actions of good listeners?
Pay attention – Avoid distractions and focus on key points.
Focus on the speaker in a generous way – Avoid judging based on appearance or speaking style.
Avoid making assumptions – Ask questions instead of assuming.
Listen for feelings as well as facts – Pay attention to tone and body language.
- How can one avoid listening errors caused by inattention?
Anticipate the information needed before a conversation
Confirm understanding at the end of the discussion
Take notes on key points
- How can one avoid listening errors caused by self-absorption?
Focus on the speaker’s message, not their appearance
Evaluate the content, not the speaker’s style
Learn something from every speaker
- How does making assumptions lead to listening errors?
When people assume they understand something without clarification, they may misinterpret information. For example, in 1977, two jumbo jets collided because pilots assumed they understood air traffic instructions, leading to a disaster that killed 576 people.
- How can one avoid listening errors caused by assumptions?
Do not ignore instructions
Consider the speaker’s background and experiences
Paraphrase to confirm understanding
- Why is it important to listen for feelings as well as facts?
Sometimes people need to express emotions, concerns, or objections that may not be explicitly stated. Paying attention to non-verbal cues helps with full understanding.
- How can one avoid listening errors caused by focusing only on facts?
Consciously listen for feelings
Observe tone of voice, facial expressions, and body language
Do not assume silence means agreement
- What is active listening?
Active listening is when a listener fully concentrates on the speaker’s message and provides feedback to show they have understood.
- What are five strategies for creating active responses?
Paraphrase the content – Repeat the speaker’s message in your own words.
Mirror the speaker’s feelings – Acknowledge emotions.
State your own feelings – Express your perspective respectfully.
Ask for clarification – Request additional details if needed.
Offer to help solve the problem – Suggest solutions when appropriate.
- How can you show someone you are listening?
Use active listening techniques
Acknowledge the speaker with nods, smiles, or verbal responses
Consider cultural differences in listening behavior
Act on the speaker’s words to demonstrate understanding
