Effective Listening Skills,9780786301225

Effective Listening Skills

by ;
Edition: 1st
ISBN13: 9780786301225
ISBN10: 0786301228
Format: Paperback
Pub. Date: 1995-04-22
Publisher(s): McGraw-Hill Education
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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

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