...Business Communication Essentials, 6e (Bovee/Thill) Chapter 2 Mastering Team Skills and Interpersonal Communication 1) Teams are at the core of ________ management, which is the effort to involve employees in the company's decision-making process. A) autocratic B) participative C) top-down D) personnel E) laissez-faire Answer: B Explanation: B) Teams are often at the core of participative management, the effort to involve employees in the company's decision making. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 2) Teams can increase performance levels by ________. A) pooling experience B) discouraging consensus C) encouraging groupthink D) duplicating effort E) promoting hidden agendas Answer: A Explanation: A) By pooling the experience of several individuals, a team has access to more information in the decision-making process. Classification: Conceptual LO: 1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 3) Simon has just launched a startup and has big ideas for the company. He assembles a large team of people from different backgrounds who have the skills he needs to get the job done. Simon's brother criticizes this, saying that such a large team will result in too much conflict, because the different team members will all have individual approaches to a problem. Which of the following should...
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...Art of Listening www.humanikaconsulting.com Learning outcomes • Explain what we mean by listening skills • Identify why listening skills are important, from an employability perspective • Identify key reasons why we often fail to listen effectively • Adopt simple listening techniques to ensure that you listen effectively Introduction • Almost 45% of time we spend in listening. • An essential management and leadership skill. • A process of receiving, interpreting and reacting to a message. • Difference between listening & hearing Why Be A Good Listener? Needs of the Customer… • To be recognized and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need Traits of a Good Listener • • • • • Being non-evaluative Paraphrasing Reflecting implications Reflecting hidden feelings Inviting further contributions • Responding non-verbally Percentage of Communication Mode of Communication Writing Reading Speaking Listening Formal Years of Training 12 years 6-8 years 1-2 years 0-few hours Percentage of Time Used 9% 16 % 30% 45% Listening is the most powerful form of acknowledgment …a way of saying, “You are important.” Listening builds stronger relationships …creates a desire to cooperate among people because they feel accepted and acknowledged. Listening promotes being heard …”Seek first to understand, then be understood.” - Stephen Covey Listening creates...
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...Improving my listening skills at work would increase the effectiveness of my communication because the person or people that are talking to me or trying to explain something to me will know that I am being attentive they will know that they can trust that I am hearing what they are saying, understanding what they are saying, and most importantly hear what they are saying. I know that if my managers know that I am actively listening it could definitely have positive outcomes on where I want to be in my career. The main strategy of effective listening that I think I need to personally work on would be “Mindful” (Wood p 160). In my work situation being mindful would be me learning to in our group meeting situations to let people speak all the way through even if they are totally off topic, not to try and dominate the talk stage. At work I would also want to work on my “active listening skills” (wood p160) which I know is hard work but it will force me to ask questions and let the other person know I am interested in what they are saying and I am actually taking it in. It would also force me to ask questions because I know myself personally, if I am not actively listen my mind wanders on to other things and I won’t ask questions and I won’t retain a word that was said. These same techniques can help me in my personal life as well because a lot of times my husband will have important information that he needs to discuss with me, and to be honest with you I would really only use my...
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...Learning to deal with challenging behaviours, watching individuals express how they feel through screaming and shouting and becoming hostile. I hope to be able to develop relationships with the individuals who avail of the service as I can understand for the individuals that there may be issues around developing relationships as there may be trust issues, it can be seen through the theory Erickson’s theory that mistrust can be developed through the early stages of life, and how one’s needs are not met, so in an overall view this can lead an individual not having trust in people around them and those who may enter their lives at a later stage. When speaking of challenging behaviour, I am referring to the intensity of and frequency in how one individual may express themselves. This is also the types of behaviours in which may not be seen as to be normal behaviours by society in its self. It is to be focused as well in how well a social worker can conduct themselves and how they personally can handle the situation. Working in residential care homes for young adults this is not something in which an individual can prepare themselves as the constancy of outburst can be on a regular basis or as little as possible. Each individual is different to the next person and has their own particular issues and can behave differently to the next. One learning aspect for me is to not judge the individuals and to try and show them compassion and understanding, and be able to identify as...
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...Effective Listening Skills Student Name Course/Number Date Instructor Name Introduction Listening is defined by the International Listening Association as the process of receiving and constructing meaning from verbal or non verbal messages, and then offering a response (Cheesebro, O’Connor, & Rios, 2010). This implies that to offer accurate responses in various situations including during conflict resolution, one must be able to receive the information accurately through effective listening in order to draw meaning and respond to the parties in question appropriately (Shermerhon, Hunt, & Osborn, 2004). It is through effective listening to a party that one is able to grasp the intended meaning and offer a relevant response. Effective listening skills are one of the main determinants of the progress of teaching, informing, and conflict resolution. However, various factors need to be put in place to ensure that listening enhances the quality of communication among the parties involved. It requires effective coordination between the brain and the ear as well as proper concentration by the parties involved. This study presents listening strategies employed in effective conflict resolution. Listening Process The starting point is the absorption of information through the ear which is the transmitting device to the brain as indicated below. Source: Cheesebro, T., O’Connor, L., & Rios, F. (2010). For listening to occur, hearing must first take place. While...
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...Step by step programme & literature review Name Course Institution Tutor Date Assignment two Module 3 Communication is everything when it comes to self concept. Self identity is brought about by three pillars, namely; the family, the peers and the friends. The kind of communication that is done by the family, the friends and the peers define own perception, and if an individual takes this seriously, it may impact positively or negatively on the life of the person. Johari window represents the knowledge of self, either from the heart or from other people. Generally, it emphasizes on the fact that a person knows himself or herself more than any other person. It acts like a tool or a technique for training oneself in terms of awareness, for personal development and generally how we are able to construct information. The Johari window represents the four components of self. These are, the open self, the blind self, the hidden self, and the unknown self. The open self represents the area of a person that is known to the individual and also known to the others. The blind self is the area that is not known to the person but other people know. The hidden self represent what a person is aware of but others do not known. The unknown self is the area neither known to the person/individual or the others. For self disclosure, one should have the inner drive to pursue what one wants, should have appropriateness to the kind of context that a person...
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...Climate essay The following paper explains the importance of active listening in the workplace. It also explains how supportive and defensive climates can improve relations in the workplace. Active listening in the workplace Active listening involves being present in every conversation you have. Listening with undivided attention communicates respect for the person with whom you are speaking. There is a big difference between hearing and listening. For example if the person responds “I hear you” but their body language shows they are not. Hearing is a physical ability that the ears receive feelings and transmit them to the brain while listening is a skill. Listening skills allow one to make sense of what another person is saying. Active listening is not always embraced in the workplace because there is such a premium value placed on multitasking. Active listening is important in all situations where people are communicating with each other. In the workplace active listening allows employers to understand their employees and create a workplace that is responsive to employee needs. For example in service industries, active listening allows service providers to better understand what customer expectations are and meet those expectations. Active listeners let people know they care about what is being said and help the speaker articulate the true meaning of their thoughts and the true source of their feelings. The active listener seeks to understand and remember what is...
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...1-1. In order to generate interest about the company's publications, the Media Manager of Gordon Books started a personal blog where she posed as an avid reader and amateur literary critic and reviewed the company's books favorably. She also invited readers to buy the books, discuss them online, and send in their reviews. Which of the following is the best criticism of the manager's action? A) She engaged in plagiarism. B) She selectively misquoted information. C) She failed to protect information entrusted to him. D) She failed to ensure transparency. E) She failed to respect the privacy of others. 1-2. Which the following decisions-making scenarios presents an ethical dilemma? A) A disgruntled employee of one of your competitors has offered to reveal details of his company's new strategy if you were to hire him. This competitor has in the past poached key executives from your company and engaged in industrial espionage in other ways. B) You are manager of a large facility in a country where paying bribes to public officials is a way of life. Your company has a zero-tolerance policy toward bribing, but the officials are threatening to close down the factory, rendering several thousand workers jobless, if you don't comply. C) It has been brought to your notice that the company competing with you for a major contract is trying to bribe and influence decision-makers in a bid to get the contract. Some of your executives feel that your company should also do the same because getting...
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...Book Review: Why Don’t We Listen Better? HSCO 508- Studies in Interpersonal Communication Destany Sanders Liberty University November 28, 2015 SUMMARIZE! “Why Don’t We Listen Better?” by James Petersen is about different ways to improve your communication skills and how to become a better listener. Peterson breaks it up in five different parts, the first part talks about different options one can take when communication. The second part helps develop different approaches on the talking and listening process, the fourth part indicates different listening techniques, and the fifth section concludes it all. In Petersen’s first part “Options in Communicating,” develops several different theories and emotions that are known as the Flat-Brain Theory, this is something that alters your hearing, sight, thinking, as well as your sensibility to things. One who suffers from flat-brain syndrome often believe that others are the problem (Peterson, 2007). The flat brain theory contains a formula of one’s self that includes the stomach, heart and head, the stomach consists of our emotions and feelings, the heart gives and receives concerns, and the head incorporates thinking planning, and remembering (Peterson, 2007). Peterson indicates that the way one think may change their feelings. In the Talker-Listener process, it is Peterson’s way to remind people that you do not overpower to get your point across you have to take turns and listen...
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...5 Communication Failures Executive failure- where communication is used to trigger specific event/action is either later, lacking, or in failure. (Increase of complaints) * Real life example: when put on a team project where everyone has their own part but each part rely on each other (like part A B C D … etc) but one person does not do their part or waits until the last minute to do it. * Remedy- motivate each team member or the person that’s more than likely to slack off or not do their work and bribe them with a reward. Biased information- people who tend to hear what they want to hear-selective hearing * Real life example- giving orders to someone under you to disseminate the provided information to other workers, but they were not actively listening so they hear bits and pieces of what you said and would tell the information that they thought they heard instead of asking the person to repeat the information again. * Remedy- Ask the person that you are telling the information to if they understand or if they didn’t hear you or if you are the person getting told the information ask if they can repeat it if you were not paying attention or asks questions to make sure you understand. Human failure- relationships between particular individuals that do not exhibit proper communication within the group. Usually leads to favoritism, frustration, or absenteeism. * Real life example- when individuals are put into a group and they do not like a person in their...
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...Elizabeth Anderson Journal# 10 Professor Jordan Section 3 Covey: Covey’s fifth habit is: Seek First to Understand, Then to be Understood. He talks about the importance of communication and what he calls “empathetic listening” saying that most people listen with the intent to reply. When we listen we listen on one of four levels (ignoring, pretending, selective listening, or attentive listening) and very few people practice this highest form of listening which is empathetic listening. Empathic listening is effective when you have the best interest of the other in mind, if you genuinely seek the welfare of the others. This can be applied to real life in regards to effective parenting techniques. In an episode of Everybody Loves Raymond called “Father Knows Least” Raymond and his wife sign up for a Parenting class where they learn about active listening. In this clip he practices these techniques with his daughter Allie in order to try to get through to her about her bad behavior. Here, he tries to see her perspective, he relates to her, and makes eye contact and appropriate body gestures. http://www.youtube.com/watch?v=4VOubVB4CTU I can apply this to my own life by trying to remember that I will actually be more effective if I put forth the extra effort to listen and engage and empathize with who I am speaking to, whether I want to or not. People will look up to me and respect me more if they feel like I genuinely care about them. Another thing that stuck out...
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...Title of Educational Activity: Mindful Listening Purpose / Goals: To provide information and tools to assist the health care professional in communicating more effectively through the client/patient / care giver relationship, as listening is a significant part of the communication process. M0707121 Objectives List the educational objectives. 1. Response to and discuss the question: “What is communication?” Content (Topics) Provide an outline of the content/topic presented and indicate to which objective(s) the content/topic is related. I. A. B. C. D. E. II. A. B. C. D. E. F. III. 1. 2. 3. 1. Communication - What it is It is NOT about words It is about connecting with another person It is about deep listening It is about frank and honest dialog It is about trust Development of listening skills Increase in patient satisfaction Increase in patient retention Increase in best possible clinical outcomes. Increase in patient loyalty Increase in word of mouth referrals Increase in patient cooperation compliance The Myths of Listening Listening means agreeing: agreeing is not good listening Listening is a lot of hard work: focused, deep listening takes 45 seconds Listening requires you have to “act like you’re listening.” Listening takes too much time: people interrupt their clients after the first 12-14 seconds of the client speaking. What Makes A Mindful Listener A. A mindful listener “gets the whole picture”, not just the words but gestures, tone, attitude, expressions and pauses...
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...step in listening is to make a decision to be mindful (Wood, 2013, p.144.) Listening entails understanding what the person is saying and this is why we need to be mindful of what we are saying and why we are saying it. It is important that we listen with respect we should not be thinking about how we are going to answer them while they are talking. Just because you are listening does not mean you agree or even disagree with who is speaking. It merely shows that you are trying to understand. It is equally important that when you are in a conversation with someone to listen and understand. Always try to look at things from the other person’s perspective and not your own. . Guidelines for Effective Listening From the interaction does it seem to you that Alan is actively listening? After watching the video Alan is not actively listening due to the fact of his Kinesics behavior body which displays his body language and facial expression during the interview. Alan when interviewing both his employees shows no compassion or interest in what was being said to him. Gretchen was expressing to him why she was taking her time because of her attention to detail and Andrew was letting him know why he was late and missing days. Alan was focusing on Andrew’s Chronemics (time). Alan is not trying to understand how either of his employees is feeling nor is he actively listening. The first step in listening is to make a decision to be mindful (Wood, 2013, pg. 144) Mindful listening involves...
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...CheckPoint: Group Communication Stroker Ace XCOM/285 3/10/2012 CheckPoint: Group Communication For this check point assignment, I will be discussing how businesses can organize their employees/staff into teams, the benefits of doing so, and the communication within the group. Group communication differs from individual communication because you need to always be actively listening. Making sure that other group members get an opportunity to speak and share their opinions. Being an active listener can also help resolve conflict between one group member and another. Some examples of conflict resolution would be to make responsibilities and ground rules clear at the beginning, discuss problems as they arise, rather than letting them fester till people explode, and realize that group members are not responsible for each other’s’ happiness. One of the most important elements of a successful team is open and honest communication, with employees sharing opinions and information to ensure that all team members are certain of the business objectives and how to achieve them. Ways to foster group communication would be schedule regular meetings with the whole team, so that each member can provide feedback as to any concerns they may be having...
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...TRAINING SCENARIOS “Active Listening” | SCENARIO DESCRIPTION | |Learners will participate in a listening exercise to practice the skill of active listening. | | | |Instructions: | |Present the handout “Active Listening” to the class. Review techniques listed. | |Begin with a discussion about what active listening is and what active listening is not. (Active listening is being non-judgmental, with the | |emphasis on listening and not solving the issue or problem. It is being attentive and respectful to the person talking. It involves | |listening closely, paraphrasing back to the speaker what you hear, clarifying what you think you hear, etc. Active Listening is not planning | |your response to what the person is saying. It is not day dreaming while they are talking. It is not solving their problems or giving advice.)| |Divide the class into groups of three and have each group decide who will be the active listener, who will role-play the scenario, and who...
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